Our People & Places Solutions business - reinforces our drive to improve the
lives of people everywhere and epitomizes the "why" of what we do - the
tremendous positive impact and value our solutions bring to our communities
and society as a whole. From facilities delivering life-saving therapies and
ensuring clean water to enabling the connection of people through all modes of
transportation and providing access to technology - we're integrating a
multitude of these solution elements to build the smart environments of
tomorrow.

Start your Jacobs career with a company that inspires and empowers you to
deliver your best work so you can evolve, grow and succeed - today and into
tomorrow.

Your Impact:

What if we showed you how we're solving the world 's greatest challenges by
transforming intangible ideas into intelligent solutions for a more connected,
sustainable world?
Our People & Places Solutions business - reinforces our drive to improve the
lives of people everywhere and epitomizes the "why" of what we do - the
tremendous positive impact and value our solutions bring to our communities
and society as a whole. From facilities delivering life-saving therapies and
ensuring clean water to enabling the connection of people through all modes of
transportation and providing access to technology - we're integrating a
multitude of these solution elements to build the smart environments of
tomorrow.
About the Opportunity:
At Jacobs, we push the limits of what's possible to make the world smarter and
more connected. We are playing a key role on one of the most iconic giga
projects in the Kingdom of Saudi Arabia, arguably one of the largest projects
in the world.
Jacobs are looking for a Senior IT Service Desk Support Professional program
site in the Kingdom of Saudi Arabia. You will be responsible for the ongoing
support, health and optimal operations of the various end user IT needs and
requirements. Responsibilities include:
* Act as a single point of contact for all regional end user support issues
* Provide leadership for delivery of ‎24/‎7 service operations.
* Manage call center and helpdesk services and ensure effectiveness of services.
* Support the ongoing management and maintenance of various IT systems.
* Engage with internal stakeholders and external partners to ensure service quality.
* Support and advise the regional IT teams to be their trusted IT partner.
* Build and maintain relationships with all department heads, external partners, and vendors in support of decisions regarding operational activity and strategic goals.
* Orchestrate and lead technical support teams, vendors, consultants, and contractors.
* Assess, pilot, implement, and support new systems and technologies.
* Manage and respond to escalations and take proactive steps to address root cause.
* Make decisions at a relevant authority level while knowing when to engage upper management to seek guidance and assistance when suggesting ideas and solutions to technical problems.
* Coordinate and liaise with project managers and solution deliveries
* Responsible for the alignment, agreement, and documentation of service level targets and responsibilities i.e. SLAs, OLAs, etc. to continually improve the performance of IT operations.
* Develop and maintain information technology plans in accordance with IT Strategy.
* Ensure that technology solutions are delivered in a timely and cost-effective manner
* Ensure service delivery management reporting, status reports, and upward communications are meaningful
* Identify, manage, and control risks of service transition and interruption.
* Monitor and improve user satisfaction with the quality of service delivered.
* Ensure effective utilization of service provider resources to deliver maximum value to the business.
* The successful candidate will be expected to play an active role in direct staff supervision, the development and execution of employee objectives, and annul employee performance reviews.
* Prepare PowerBI reports and dashboards as needed and manage access.
Here 's What You'll Need:
* Have a degree in Information Technology or related field
* ‎10+ years of experience within the IT industry
* ITIL Service Delivery management certification is preferred
* MCSE + Security
* Proven experience working within a support and helpdesk function
* Strong experience with ticketing systems using BMC Remedy and ServiceNow
* Experience with file storage systems.
* Demonstrable experience with software hosting in the public cloud.
* Advanced knowledge of ITIL and IT operational processes
* Advanced understanding of IT operational monitoring and automation systems
* In depth knowledge of Active Directory (Design, Security and Administration)
* Experience in managing a Microsoft environment across multiple domains
* Well-developed interpersonal skills to successfully supervise and motivate staff and work in a dynamic geographically dispersed team environment with IT and business resources at all levels of the organization.
* Excellent communication skills, interpersonal, customer service and influencing skills
* Strong operational skills and experience with end user support and various incident and problem-solving approaches.
* Excellent analytical skills; demonstrated ability to analyze and solve problems effectively
* Strong attention to detail with exceptional organization skills
Jacobs. A world where you can.
From our inclusive employee networks, to our positive mental health champions
- we're committed to driving a culture of caring where you can be you. Joining
Jacobs not only connects you locally but globally - and together, our diverse
perspectives and unique backgrounds power our collective strength. We
collaborate and share! By supporting one another, we all succeed.
With safety and flexibility always top of mind, we've gone beyond traditional
ways of working so you have the support, means and space to maximise your
potential. You'll uncover flexible working arrangements, benefits and
opportunities to do good too - from participating in our global giving and
volunteering program, to exploring new and inventive ways to help our clients
make the world a better place. No matter what drives you, you'll discover how
you can cultivate, nurture and achieve your goals - all at a single global
company.
Start your Jacobs career with a company that inspires and empowers you to
deliver your best work so you can evolve, grow and succeed - today and into
tomorrow.

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