IT Specialist (Data Analyst) - Jeddah

Provides skilled service support, encompassing all incidents relating to infrastructure/applications. Incidents need to be correctly prioritized, effective solutions developed and implemented to restore business continuity within the optimum timeframe. For more complex incidents works with appropriate guidance.
Supports manager in developing, enhancing current technologies and ensuring all technical and system issues related to automation are resolved.

• Specializes in support for a key business unit which typically involves multiple critical applications and infrastructure components.
• Develops and implements workable solutions that restore service (balancing costs and service achieved, robustness, compatibility etc.) in the optimum timeframe whilst working within required frameworks and guidelines. For more critical or complex solutions validates proposed actions prior to implementing. Includes developing temporary solutions that restore service whilst a permanent solution can be developed.
• Uses established methods and tools to evaluate and test the solution meets user needs and technical requirements.
• Documents conclusions for further review, which may involve developing recommendations. Where an issue is current incorporates knowledge in the incident resolution.
• Aligns and collaborates with other IT areas to research, analyze and resolve incidents. Accurately summarizes and provides specific details relating to all aspects of the incident. Incidents count on load devices be complex (servers, networks, applications, databases etc.) and directly impact critical business processes.
• Dealing with all levels of employees including Senior Management and service providers 24/7 operation that requires the jobholder to function without direct manager supervision.
• Provides optimum customer service by maintaining effective communications throughout the lifecycle of each incident. Includes adapting behavior and communication (empathy, terminology, level of detail, pace etc.) to take account of the specific situation and technical understanding of the user.
• Provides realistic advice on the priority of each incident, checking more complex situations.
• Escalates incidents that are technically not resolvable within the group and co-ordinates actions needed, including communications through to achievement of a successfully resolution.
• Takes ownership of calls from users who are experiencing service interruptions/outages which may be critical to business continuity.
• Uses established tools, processes and resources (product documentation, diagnostic tools, subject matter experts, service providers etc.) and structured reasoning to perform an appropriate level of analysis of diverse types of incidents/requests. With appropriate guidance, includes working on new and complex incidents that are critical to business continuity and may require significant time to resolve.
• Uses job expertise, structured methods and reporting tools to identify potential correlation between incidents, includes benchmarking with peers within own assigned support area, other support teams within the organization, in order to gain different perspectives on the root cause of problems and possible solutions.
• Uses all learning opportunities to develop an in-depth knowledge of current organizations IT technologies (building blocks of applications, infrastructure components, diagnostic tools etc.), departmental processes (standard, documentation etc.) used to support assigned business unit, together with developing a good understanding of the different business functions, systems and processes and of their interactions and inter-dependencies.

• Knowledge of IT Software development Technology
• Bachelor’s Degree in Information Technology
• 3 to 5 years working in IT related business functions
• Communication skills
• Analyzing Skills
• Problem solving