Senior ITSM Platform Analyst

INSPIRE | EXHILARATE | DELIGHT

For over seven decades, Chalhoub Group has been a partner and creator of luxury experiences in the Middle East. In its pursuit to excel as a hybrid luxury retailer, the Group has curated a portfolio of over 10 owned brands and strengthened its distribution and marketing expertise for over 400 international names across luxury fashion, beauty, jewellery, watches, eyewear, and art de vivre categories.

Every step at Chalhoub Group is taken to build a future where luxury dreams become reality — bridging cultures and crafting memorable experiences for our consumers. Be it by constantly reinventing itself, committing to innovation, or embracing new technologies, the Group is shaping the future of luxury retail. It delivers seamless omnichannel experiences across more than 950 stores, online platforms, and mobile apps. Driving this innovation journey is The Greenhouse — the Group’s innovation hub, incubator, and accelerator for startups and emerging businesses, regionally and globally.

Chalhoub Group fosters a people-at-heart culture rooted in diversity, equity, and inclusion, and a workplace catalysed by forward thinking and future-proofing. Today, it brings together over 16,000 talented professionals across eight countries in the Middle East, with a presence in LATAM. Their collective efforts have earned the Group the Great Place to Work certification in several markets.

Sustainability is at the core of the Group’s strategy, guided by a clear commitment to people, partners, and the planet. Chalhoub Group is proud to be a member of the United Nations Global Compact, a signatory of the Women’s Empowerment Principles, and to have pledged to reach Net Zero by 2040.

What You'll Be Doing

The ITSM Platform Analyst will play a key role in configuring, managing, and improving our IT Service Management platform (Freshservice) to support the organization’s ITSM processes and user needs.

This role will collaborate closely with service management leaders, IT delivery teams, and business stakeholders to ensure that the Freshservice platform accurately reflects operational requirements and enables efficient, scalable, and measurable ITSM practices.

The analyst will contribute to the design, development, and implementation of workflows, forms, automations, dashboards, reports and AI driven integrations, while also ensuring that mapped processes are logical, user-friendly, and compliant with governance standards.

This is a hands-on technical and process-aligned role, with a strong focus on tooling quality, user enablement, and continuous improvement

Key Responsibilities

What You’ll Need To Succeed

• Configure and maintain Freshservice modules including Incident, Request, Problem, Change, CMDB, SLA Management, Knowledge, and Service Catalogue.
• Collaborate with process owners and support teams to translate business needs into well-structured tool configurations and workflows.
• Review and validate mapped ITSM processes to ensure they are logical, efficient, and supportable.
• Develop and maintain technical documentation including workflow maps, configuration records, admin runbooks, and release notes.
• Drive ITSM platform improvements by identifying opportunities for automation, simplification, AI/ML integration, and advanced reporting
• Support testing, quality assurance, and deployment activities related to tooling enhancements or new module rollouts.
• Build and maintain operational dashboards and reports to support SLA/KPI/XLA tracking and service visibility.
• Monitor platform performance, ensure data integrity, and support tool governance controls.
• Provide guidance and training to support teams on new functionality or changes to tool configuration.
• Liaise with Freshservice support and vendor teams as needed to escalate or resolve technical issues.
• Participating in On-Call rotation for 24x7 incident coverage
  
  

Core Knowledge & Experience

4–6 years’ experience in the following areas:

• Supporting, configuring, or administering an ITSM platform (Freshservice preferred)
• Building workflow automations and integrations, including with MS Teams, WhatsApp, PowerApp and other platforms.
• Strong Experience with RPA (Power Automate, Ui Path, Automation Anywhere, Blue Prism), SQL, REST API (JSON/XML/Python), and Application Integration.
• Deep understanding of Microsoft Azure fundamentals, PowerShell scripting
• Good to have Agile Safe solution architect certification.
• Working within ITSM or IT Operations teams with a focus on process efficiency, automation, and tool enablement.
• Metric Reports in Freshservice / PowerBI
• Solid understanding of ITIL-aligned practices including Incident, Request, Change, Problem, Knowledge, and Service Asset & Configuration Management.
• Practical experience implementing automated workflows, business rules, ticket fields, and service catalogue items.
• Strong documentation and communication skills, especially when working with both technical and non-technical stakeholders.
• Proactive, detail-oriented, and comfortable working in fast-paced, multi-team environments.
• ITIL Foundation certification required (v3 or v4 preferred).
• Familiarity with APIs, webhooks, and low-code automation platforms is a plus.
• Experience working with SSO (Single Sign-On), OAUTH2, and SAML for authentication and access control.
  
  

What We Can Offer You

With us, you will turn your aspirations into reality. We will help shape your journey through enriching experiences, learning and development opportunities and exposure to different assignments within your role or through internal mobility. Our Group offers diverse career paths for those who are extraordinary, every day.

We recognise the value that you bring, and we strive to provide a competitive benefits package which includes health care, child education contribution, remote and flexible working policies as well as exclusive employee discounts.

We Invite All Applicants to Apply

It Takes Diversity Of Thought, Culture, Background, Differing Abilities and Perspectives to truly Inspire, Exhilarate and Delight our customers. At Chalhoub Group, we are committed to inclusion and diversity.

We welcome all applicants to apply and be part of our exciting future. We ensure equal opportunity for all our applicants without regard to gender, age, race, religion, national origin or disability status.