Senior Engineer - IT Operations

Description

We are seeking a skilled and experienced Senior ITSM Engineer to join our dynamic IT team. In this crucial role, you will be responsible for leading the development and implementation of IT Service Management processes that align with our organizational goals and enhance the overall efficiency of IT service delivery. You will work closely with cross-functional teams to identify improvement areas and implement best practices in ITSM, ensuring high levels of customer satisfaction and consistent service improvements. The ideal candidate will have extensive experience with ITIL frameworks, exceptional analytical skills, and a deep understanding of ITSM tools and technologies. As a Senior ITSM Engineer, you will also have the opportunity to mentor junior staff, contribute to strategic planning, and drive initiatives that support our organization's digital transformation objectives. Your expertise will play a significant role in optimizing our IT services and delivering exceptional value to our stakeholders. If you are passionate about IT service management and are looking to make a substantial impact in a collaborative and innovative environment, we would love to hear from you.

Responsibilities

Design, implement, and optimize IT Service Management processes based on ITIL best practices.

Lead ITSM tool configuration, customization, and integration to enhance service delivery.

Conduct regular assessments of ITSM processes to identify areas for improvement and implement changes accordingly.

Collaborate with IT teams to ensure that service level agreements (SLAs) are met and continuously monitored.

Provide training and support to staff on ITSM tools and processes to foster a culture of continuous improvement.

Analyze service performance data and prepare reports for management to aid decision-making.

Manage incident, problem, change, and release management initiatives to minimize disruptions and improve service availability.

Requirements

Bachelor's degree in Computer Science, Information Technology, or a related field.

Minimum of 5 years of experience in IT Service Management, preferably in a senior or lead role.

Deep understanding of ITIL framework and certification (ITIL Expert preferred).

Proficiency in using ITSM tools such as ServiceNow, BMC Remedy, or similar.

Strong analytical and problem-solving skills with a focus on process optimization.

Excellent communication and interpersonal skills, capable of working with technical and non-technical stakeholders.

Ability to mentor and lead junior staff members and foster a collaborative team environment.