Graduate IT Specialist - Service Management

About the Role 

Mott MacDonald launched a Graduate (ECP) Development Framework across the GCC region, with an aim to invest, grow and nurture future leaders. The framework is structured to ensure all graduates are given opportunities to gain experience and learn new skills, with focused training on technical as well as soft skills development.  

We are currently seeking an IT Service Management (ITSM) Graduate Specialist to contribute to the support of ITSM principles aligned with ITIL 4 and the Service Desk Institute (SDI) Framework. This development program provides valuable insights into Mott MacDonald’s IT Process Management, which is essential for enhancing our organisational efficiency.  

The ITSM team collaboratively provides expert guidance, best practices, and governance for ITSM processes across the Global IT Organisation. As part of this program, you will gain hands-on experience with ServiceNow, our primary ITSM tool. By comprehending its capabilities and functionalities, you will actively contribute to process optimisation, service delivery enhancement, and overall efficiency improvement. As an ITSM Graduate, you will work under the guidance of the IT Service Delivery Manager, participating in assignments that apply fundamental IT Service Management principles. 

• Induction to Mott MacDonald. 

• Graduate Induction Workbooks to build on your strengths profile. 

• Rotation and support in designated ITSM Processes. 

• Contribute to the Service Desk Institute framework enhancements. 

• Early Career Professional (ECP) Network. 

Key responsibilities and duties are listed, but not limited to,  

• Catalog Management: Maintain an organised and user-friendly service catalog, ensuring clear definitions and accessibility for users. 

• Request Fulfillment: Coordinate efficient handling of user requests, ensuring timely delivery and high-quality service levels. 

• Problem Management: Identify and address root causes of recurring incidents, improving overall service reliability. 

• Change Management: Manage IT environment changes, assessing risks and minimising disruptions during implementation. 

• Knowledge Management: Contribute to building and maintaining a knowledge base for streamlined support processes 

• Continuous Improvement: Actively identify areas for enhancement, refining processes and optimising workflows. 

• IT Communications: Convey important information to stakeholders regarding service updates, incidents, and changes. 

• Process Mgmt.: Provide support for process reviews and ensuring effective dashboard governance 

• Gain exposure to the Service Desk Institute (SDI) and support its integration into daily IT Operations.  

Candidate specifications:

• Minimum Bachelors in all Completed related disciplines: Data analytics, Information Technology, Automation & Computational Design, Business Information Systems.  

• Proactively take ownership of their own career – take initiative and responsibility of work-related matters. 

• Demonstrate flexibility by adopting to different work styles and behaviors. 

Our Purpose
At Mott MacDonald, our purpose is to improve society by considering social outcomes in everything we do; relentlessly focusing on excellence and digital innovation, transforming our clients’ businesses, our communities and employee opportunities.
Equality, Diversity and Inclusion
Equality, diversity and inclusion (EDI) is at the heart of our organisation. We are an equal opportunity employer and do not discriminate, rather take positive steps towards creating a diverse and inclusive working environment.

Flexible Working
At Mott MacDonald, we support our staff to create work-life balance which works for them and welcome candidates looking for career flexibility. We are open to discussing flexible working at interview stage.

We can offer:

• 90 calendar days’ paid maternity leave

• Competitive annual leave

• An annual professional institution subscription

• Annual company performance bonus scheme – Subject to company performance