ITSM Support Engineer

Description

Our Global Market Leading Client is looking to recruit a Permanent ITSM Support Engineer- Remote. Paying upto £50k.

Key Role Responsibilities

Responsibilities :

Platform Administration - Oversee the configuration, optimisation, and administration of the ITSM / Case Management tool, ensuring they are up to date, secure, and tailored to meet the organisations ever-evolving needs.

Service Design - Scope requirements, implement and enforce best practices aligned with ITIL framework to create new service areas, and configure workflows and automation rules for process efficiencies.

Incident and Problem Management - Implement and monitor robust incident and problem management practices, ensuring our teams have an effective response to cyber security issues, and minimising service disruptions.

Change Management - Coordinate change management processes to manage risks associated with updates and modifications, enhancing the security posture and compliance.

Process Improvement - Identify opportunities for process enhancement within the ITSM tool in adherence to the ITIL framework, applying best practices to boost operational efficiency, service quality, and end-user satisfaction and also conduct regular assessments for optimisation.

Service Catalogue & Asset Management - Maintain and update the service catalogue and asset inventory, ensuring alignment with cyber security requirements and business priorities.

Audit - continuous audit of processes, user groups & permissions, system stability and performance, including SLA monitoring and review and audit system logs and general user activity.

Integrations - Implement and configure integrations with other business tools using API's / Webhooks / Plugins.

Collaboration - Work with cross-functional teams including security operations and other business units to facilitate effective communication and align IT service delivery with strategic goals.

Documentation and Reporting - Create and maintain detailed documentation for all ITSM processes and produce regular performance and compliance reports and develop the ITSM Knowledge Base. Develop custom reports and dashboards to support business decision-making.

User Support and Training - Provide training and support to users of the ITSM platform, fostering a culture of self-service and knowledge-sharing.

Essential skills required :

Technical Expertise :

o Prior exposure of configuring, developing and supporting ITSM tools such as ServiceNow, Halo (desirable)

o Understanding of ITIL / ITSM best practice with implementing ITSM processes

o Proficient knowledge of SQL and HTML

Problem Solving - Analytical skills to troubleshoot and resolve complex system issue, to implement solutions effectively with a great overview of the system.

Communication - Excellent written and verbal communication skills to articulate technical information clearly to various stakeholders.

Collaboration - Strong Interpersonal skills for building relationships across teams and driving process improvements.

Certifications : o ITIL Certification

Job Title : ITSM Support Engineer

Location : Birmingham, UK

Rate / Salary : .00 GBP Yearly

Job Type : Permanent

Trading as TEKsystems. Allegis Group Limited, Bracknell, RG12 1RT, United Kingdom. No Allegis Group Limited operates as an Employment Business and Employment Agency as set out in the Conduct of Employment Agencies and Employment Businesses Regulations . TEKsystems is a company within the Allegis Group network of companies (collectively referred to as "Allegis Group"). Aerotek, Aston Carter, EASi, Talentis Solutions, TEKsystems, Stamford Consultants and The Stamford Group are Allegis Group brands. If you apply, your personal data will be processed as described in the Allegis Group Online Privacy Notice available at our website.

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