Verified Job
IT / Software / Data Analyst
ITSM Support Engineer
IT / Software / Data Analyst
#629661
Remote / WFH
Job Description
Job description
Description
Our Global Market Leading Client is looking to recruit a Permanent ITSM Support Engineer- Remote. £50k-£55k.
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 configuring, developing and supporting ITSM tools such as ServiceNow, Halo (desirable)
o Understanding of ITIL/ITSM best practice and with implementing ITSM processes
o Proficient knowledge of SQL and HTML
• Problem Solving - Analytical skills to troubleshoot and resolve complex system issue, ability 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
Skills
• itsm
• support
• administration
• configuration
• implementation
• halo
• servicenow
• itil
Employee Value Proposition
LRQA is a global market leader and investing heavily internally.
Job Title: ITSM Support Engineer
Location: Birmingham, UK
Rate/Salary: 48000.00 - 55000.00 GBP Yearly
Job Type: Permanent
Trading as TEKsystems. Allegis Group Limited, Maxis 2, Western Road, Bracknell, RG12 1RT, United Kingdom. No. 2876353. Allegis Group Limited operates as an Employment Business and Employment Agency as set out in the Conduct of Employment Agencies and Employment Businesses Regulations 2003. 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 https://www.allegisgroup.com/en-gb/privacy-notices.
To access our Online Privacy Notice, which explains what information we may collect, use, share, and store about you, and describes your rights and choices about this, please go to https://www.allegisgroup.com/en-gb/privacy-notices.
We are part of a global network of companies and as a result, the personal data you provide will be shared within Allegis Group and transferred and processed outside the UK, Switzerland and European Economic Area subject to the protections described in the Allegis Group Online Privacy Notice. We store personal data in the UK, EEA, Switzerland and the USA. If you would like to exercise your privacy rights, please visit the "Contacting Us" section of our Online Privacy Notice at https://www.allegisgroup.com/en-gb/privacy-notices for details on how to contact us. To protect your privacy and security, we may take steps to verify your identity, such as a password and user ID if there is an account associated with your request, or identifying information such as your address or date of birth, before proceeding with your request. If you are resident in the UK, EEA or Switzerland, we will process any access request you make in accordance with our commitments under the UK Data Protection Act, EU-U.S. Privacy Shield or the Swiss-U.S. Privacy Shield.
Description
Our Global Market Leading Client is looking to recruit a Permanent ITSM Support Engineer- Remote. £50k-£55k.
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 configuring, developing and supporting ITSM tools such as ServiceNow, Halo (desirable)
o Understanding of ITIL/ITSM best practice and with implementing ITSM processes
o Proficient knowledge of SQL and HTML
• Problem Solving - Analytical skills to troubleshoot and resolve complex system issue, ability 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
Skills
• itsm
• support
• administration
• configuration
• implementation
• halo
• servicenow
• itil
Employee Value Proposition
LRQA is a global market leader and investing heavily internally.
Job Title: ITSM Support Engineer
Location: Birmingham, UK
Rate/Salary: 48000.00 - 55000.00 GBP Yearly
Job Type: Permanent
Trading as TEKsystems. Allegis Group Limited, Maxis 2, Western Road, Bracknell, RG12 1RT, United Kingdom. No. 2876353. Allegis Group Limited operates as an Employment Business and Employment Agency as set out in the Conduct of Employment Agencies and Employment Businesses Regulations 2003. 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 https://www.allegisgroup.com/en-gb/privacy-notices.
To access our Online Privacy Notice, which explains what information we may collect, use, share, and store about you, and describes your rights and choices about this, please go to https://www.allegisgroup.com/en-gb/privacy-notices.
We are part of a global network of companies and as a result, the personal data you provide will be shared within Allegis Group and transferred and processed outside the UK, Switzerland and European Economic Area subject to the protections described in the Allegis Group Online Privacy Notice. We store personal data in the UK, EEA, Switzerland and the USA. If you would like to exercise your privacy rights, please visit the "Contacting Us" section of our Online Privacy Notice at https://www.allegisgroup.com/en-gb/privacy-notices for details on how to contact us. To protect your privacy and security, we may take steps to verify your identity, such as a password and user ID if there is an account associated with your request, or identifying information such as your address or date of birth, before proceeding with your request. If you are resident in the UK, EEA or Switzerland, we will process any access request you make in accordance with our commitments under the UK Data Protection Act, EU-U.S. Privacy Shield or the Swiss-U.S. Privacy Shield.
