ITSM Specialist (Incident & Change)

Role Overview

NextEra is hiring a Change & Incident Consultant to oversee end-to-end incident and change handling. The position focuses on keeping services stable, limiting disruption to the business, and meeting committed service level targets.

This role works closely with technical teams, business stakeholders, and vendors to drive timely incident recovery and ensure planned changes are delivered smoothly.

Key Responsibilities

• Own the full lifecycle of incident and change management activities.
• Drive incident resolution within agreed SLA timelines.
• Partner with internal teams to speed up troubleshooting, resolution, and follow-up actions.
• Manage major incidents, including escalation handling and stakeholder communication.
• Assess and approve change requests while keeping business impact to a minimum.
• Assist with problem management efforts to cut down repeat incidents.
• Use ITSM platforms, especially ServiceNow, for ticket handling, tracking, and reporting.

Requirements

• 4 to 8 years of experience in IT service management or a closely related function.
• ITIL certification is required.
• Practical experience in incident, change, and problem management.
• Experience with ServiceNow is required or strongly preferred.
• Strong communication skills and the ability to coordinate effectively with stakeholders.
• A proactive working style with strong follow-through.
• Comfortable working under pressure and handling high-priority situations.
• Arabic language skills are required.

Additional Information

The position is based in Eastern, Saudi Arabia and is a full-time onsite role.