IT Service Management Specialist

3 days ago


Doha, Baladīyat ad Dawḩah, Qatar وزارة الصحة العامة - قطر Full time
Job Summary

The IT Service Management Specialist will be responsible for providing guidance and advice on all IT Service Management processes. This includes the implementation, ongoing management, and continual improvement of ITSM best practices within the IT Department.

Main Responsibilities
  1. Service Portfolio and Catalogue Management: Assist with the production and maintenance of an accurate service portfolio, service catalogue, application portfolio, and corresponding maintenance procedures.
  2. Customer Complaints Management: Manage customer complaints, including recording, management, escalation (where necessary), and resolution.
  3. Incident Analysis and Resolution: Review incident data to analyze assigned problems, classify them correctly, and investigate assigned problems through to resolution or root cause.
  4. Known Error Management: Monitor progress on the resolution of known errors and advise incident management staff on the best available workaround for incidents.
  5. Tool Support and Integration: Plan and manage support for incident management tools and processes, coordinate interfaces between incident management and other service management processes, lead the implementation and design of ITSM solutions, and ensure integration capabilities of ITSM products.
  6. Service Level Agreement Negotiation: Ensure that the customer's current and future service requirements are identified, understood, and documented in SLAs and SLRs; negotiate and agree on levels of service to be delivered with the customer and formally document these levels in SLAs.


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