Raghad Nasser Alsubaie
Riyadh,Saudi Arabia
Summary
IT Service Management Specialist with hands-on experience in ITSM operations and technical systems support. Skilled in managing incidents, service requests, and changes using platforms such as Ivanti Neurons, ServiceNow, and ManageEngine, in alignment with ITIL best practices. Experienced in basic Windows Server administration, Active Directory user management, and infrastructure support. Strong background in technical business analysis, bridging business requirements with technical solutions to improve service quality and operational efficiency.
Overview
2
2
years of professional experience
4
4
years of post-secondary education
1
1
Certification
Work history
IT Service Management Specialist
Transport General Authority
Riyadh, Saudi Arabia
2024.10 - Current
• Managed incidents, service requests, and changes through ITSM platforms, ensuring timely resolution in line with defined SLAs.
• Supported IT service management processes aligned with ITIL best practices to enhance service quality and operational efficiency.
• Assisted in server operations, including monitoring, basic administration, and troubleshooting of Windows Server environments.
• Supported system operations such as user access management, basic Active Directory tasks, and service availability monitoring.
• Maintained and updated asset and configuration item (CI) records to ensure data accuracy and effective service tracking.
• Collaborated with internal IT teams and external vendors to resolve system, server, and service-related issues.
• Supported system upgrades, testing, and production support activities to ensure service continuity and stability.
Technical business analyst intern
Tatweer Educational Technologies
Riyadh, Saudi Arabia
2023.12 - 2024.02
• Assisted in gathering and documenting technical and system-related requirements for IT services.
• Worked on IT service management platforms such as ServiceNow to support requirement analysis and service workflows.
• Supported analysis of system workflows, service requests, and incident processes to identify improvement opportunities.
• Collaborated with technical teams and infrastructure departments to align business needs with system and platform capabilities.
• Contributed to documentation related to system functionality, data flows, and IT service requirements.
Education
Bachelor of Computer Information Systems - Computer Information Systems
Imam Mohammed Ibn Saud University
Riyadh,Saudi Arabia 2019.09 - 2024.02
Skills
IT Service Management (ITSM)
Incident Management
Change Management
Ivanti ITSM (Ivanti Neurons)
ServiceNow
ManageEngine ITSM
Windows Server Administration
Active Directory
Certification
• Cisco Certified Network Associate (CCNA)
• Microsoft Certified: Windows Server Hybrid Administrator Associate (AZ-800 & AZ-801)
• Microsoft Certified: Azure Fundamentals (AZ-900)
• ITIL® Foundation – IT Service Management
• ECBA – Entry Certificate in Business Analysis (IIBA)
• ISO/IEC 20000-1 IT Service Management (Contributor to organizational certification)
Languages
Arabic
Native
English
Advanced
Timeline
IT Service Management Specialist
Transport General Authority
2024.10 - Current
Technical business analyst intern
Tatweer Educational Technologies
2023.12 - 2024.02
Bachelor of Computer Information Systems - Computer Information Systems
Imam Mohammed Ibn Saud University
2019.09 - 2024.02