IT Service Management

POSITION OVERVIEW

The IT Service Management (ITSM) Engineer is responsible for designing, implementing, and maintaining IT service management processes and tools across global IT organization. This role ensures consistent service delivery, supports incident and problem resolution, and drives continuous improvement in IT operations. The ITSM Engineer collaborates with internal teams and external partners to enhance service quality and user experience.

KEY RESPONSIBILITIES

• Design and maintain ITSM processes including Incident, Problem, Change, and Request Management.
• Configure and manage ITSM tools (e.g., ServiceNow) to support service workflows and reporting.
• Monitor service performance and ensure adherence to SLAs and KPIs.
• Coordinate with IT support teams and vendors to resolve service issues and improve response times.
• Develop and maintain service documentation, knowledge base articles, and process guides.
• Conduct root cause analysis and implement corrective actions for recurring issues.
• Support service reviews, audits, and compliance activities.
• Drive continuous improvement initiatives to enhance service delivery and user satisfaction.
• Provide training and guidance to IT staff on ITSM processes and tools.
• Collaborate with cybersecurity, infrastructure, and application teams to ensure integrated service management.

SKILLS / COMPETENCIES

JOB SPECIFICATIONS

ACCOUNTABILITIES

Accountable for the effective operation and continuous improvement of IT service management processes and tools across  IT organization.