IT Service Management Specialist

5 days ago


Doha, Baladīyat ad Dawḩah, Qatar Qatar Airways Full time

Job Summary:

This role requires a Technical Support Specialist who will work within our ISO 20000 Certified IT Service Management Team. The primary focus is to ensure the availability and proper functioning of application platforms, as well as configuring and supporting tools in line with ITSM processes and procedures.

Key Responsibilities:
  • Supporting and administering tools under the ITSM portfolio, including SMAX, Service Manager, CMDB, and other integration tools.
  • Collaborating with the ITSM team to configure workflows, approvals, and notifications as per requirement.
  • Ensuring system upgrades are performed according to internal requirements.
  • Identifying and defining all CIs (Configuration Items) that support IT services, including hardware, software, infrastructure, and other essential resources for IT service delivery.
  • Improving CI data integrity regarding classes, naming conventions, attributes, data sources, and relationships.
  • Contributing to the development of a CMDB policy, processes, and knowledge base.
  • Designing, scheduling, and delivering reporting requirements.
  • Supporting integration with other applications consuming or supplying data to CMDB.
  • Addressing operational issues affecting ITSM applications, from application availability to process workflow-related issues.
  • Working with vendors on technical issues and new requirements.
  • FOLLOWING STANDARDS CORRESPONDING TO OPERATIONAL PROCEDURES AND ORGANIZATIONAL CYBERSECURITY GUIDELINES.
  • Providing configuration data to other ITSM processes, such as incident management, problem management, and change management.


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