ITSM Engineer

Job Description

We are hiring an ITSM Engineer to join our Service Now team. This person will be required to come onsite 1-2 times/month.

You will have the opportunity to design and implement a world class Event Management platform on Service Now. As the lead Engineer you will have the opportunity to implement Configuration and Asset Management. Current areas on the team we could use help with includes Service Now Event and Configuration Management.

• Take hands‑on ownership of configuring and maintaining ITSM tool configurations.
• Support the formulation and execution of ITSM Policy and Procedures.
• Contribute to developing a strategic approach for process automation, training, and communication planning.
• Foster collaborative interfaces with diverse disciplines and areas within IT and across the organization.
• Drive ongoing maintenance and enhancement efforts for the ITSM system.
• Monitor, evaluate, and identify strategies to optimize processes, services, systems, and analysis.
• Provide responsive Incident Management support to minimize business disruptions.
• Collaborate within the Service Management framework to enhance team knowledge, prevent recurrences, and mitigate problems arising from changes.
• Collaborate closely with Application Development, Infrastructure, and other stakeholders, ensuring effective communication on incident status.
• Develop, monitor, and analyze key metrics, demonstrating the health, performance, and achievement of goals within the application.
• Develop, monitor, and help with the business and process analysis of key metrics relating to service operations delivery, including but not limited to SLAs, SLOs, etc.