ITSM Engineer

We are looking for an experienced ITSM Engineer to support and improve IT Service Management processes tools and operations. The candidate will work on incident management problem management change management service requests configuration management and service-level management while ensuring IT services meet business requirements and agreed service levels.

• Manage and support IT Service Management (ITSM) processes.
• Handle Incident Problem Change Request and Knowledge Management processes.
• Monitor and resolve incidents and service requests within agreed SLA timelines.
• Analyze recurring incidents and perform Root Cause Analysis (RCA).
• Coordinate and support Change Management activities.
• Maintain and manage the Configuration Management Database (CMDB).
• Monitor service performance and prepare ITSM reports and dashboards.
• Track Service Level Agreements (SLAs) and key performance indicators.
• Create and maintain knowledge articles and standard operating procedures.
• Coordinate with infrastructure application network security and development teams.
• Automate repetitive IT service management tasks where possible.
• Support ITSM tool configuration workflows forms notifications and integrations.
• Participate in incident reviews problem reviews and change advisory meetings.
• Ensure compliance with IT policies processes and operational standards.
• Identify opportunities to improve IT service quality and operational efficiency.
• Provide technical support and guidance to service desk and IT operations teams.

ITSM Processes:

• Incident Management
• Problem Management
• Change Management
• Service Request Management
• Knowledge Management
• Configuration Management
• Service Level Management
• Asset Management

ITSM Tools:

• ServiceNow
• BMC Helix / Remedy
• Jira Service Management
• ManageEngine ServiceDesk Plus

ServiceNow Skills:

• Incident Management
• Problem Management
• Change Management
• Service Catalog
• CMDB
• Knowledge Management
• Service Portal
• Workflows
• Business Rules
• Client Scripts
• Notifications
• Reports and Dashboards

Monitoring / Operations:

• Service monitoring
• Event Management
• Application monitoring
• Infrastructure monitoring
• Log monitoring

Automation & Scripting:

• JavaScript
• PowerShell
• Python
• REST APIs
• Web Services

Database / Reporting:

• SQL
• Excel
• Power BI

Strong understanding of ITIL principles and IT Service Management best practices is required.

Knowledge of the following is preferred:

• ITIL Incident Management
• ITIL Problem Management
• ITIL Change Management
• ITIL Service Request Management
• ITIL Configuration Management
• ITIL Service Level Management
• Continual Service Improvement

• Configure ServiceNow modules according to business requirements.
• Create and modify workflows and approval processes.
• Configure forms fields lists notifications and reports.
• Develop Business Rules Client Scripts UI Policies and Script Includes.
• Maintain CMDB and configuration items.
• Integrate ServiceNow with external applications using REST/SOAP APIs.
• Create dashboards and operational reports.
• Support ServiceNow upgrades and enhancements.

• 10 years of experience in IT Service Management / ITSM.
• Hands-on experience with an ITSM platform such as ServiceNow BMC Remedy or Jira Service Management.
• Strong understanding of ITIL processes.
• Experience working with incident problem change and request management.
• Experience with SLA monitoring and reporting.
• Experience working with cross-functional IT teams.