ITSM Engineer

Overview

The TechOps ITSM Engineer will be responsible for the continual improvement, maintenance and administration of the ITSM System (Ivanti Service Manager). Ensuring that the platform remains secure, efficient, and adaptable to evolving business needs. They will be responsible for troubleshooting and resolving issues within the system.

Additionally the role will require administration and development of reports using data from the ITSM system, including the use of data visualization software such as PowerBI.

• Perform daily administration, troubleshooting and resolution of issues arising within the ITSM system.
• Plan and implement upgrades to the ITSM system.
• Design solutions and implement new features within the platform.
• Work on the continuous improvement of the ITSM system based on requirements from the business.
• Drive improvement and efficiency through further automation within the ITSM System.
• Develop and maintain system documentation and provide training to internal users to enhance user proficiency and platform utilization.
• Develop and maintain reports for key stakeholders in the business such as the service operations team.

These 4 skill levels tell you about the level of expertise required for the job role:

• Awareness . You know about the skill and have an appreciation of how it is applied in the environment.
• Working . You can apply your knowledge and experience of the skill, including tools and techniques. You can adopt those most appropriate for the environment.
• Practitioner . You know how to share your knowledge and experience of this skill with others, including tools and techniques. You can define those most appropriate for the environment.
• Expert . You have both knowledge and experience in the application of this skill. You are a recognized specialist and adviser in this skill including user needs, generation of ideas, methods and tools. You can lead or guide others in best-practice use.

• Asset and configuration management - You can maintain secure configuration and accurate information, controlling IT assets in one or more significant areas and verify the location and state of assets. (Skill level: working )
• Availability and capacity management - You can manage service components to ensure they meet business needs and performance targets. (Skill level: working )
• Change management - You can analyze and assess impact, and develop and document change requests. Implement changes based on requests for change. (Skill level: working )
• Continual service improvement - You can identify process optimization opportunities with guidance, and contribute to the implementation of proposed solutions. (Skill level: working )
• Incident management - You can diagnose and prioritize incidents, investigate their causes and find resolutions. (Skill level: working )
• Ownership and initiative - You can own an issue until a new owner has been found or the problem has been mitigated or resolved. (Skill level: working )
• Problem management - You can initiate and monitor actions to investigate patterns and trends to resolve problems. Effectively consult specialists where required. Determine the appropriate remedy and assist with its implementation. Determine preventative measures. (Skill level: working )
• Service focus - You can take inputs and establish coherent frameworks that work. (Skill level: working )
• Technical understanding - You can understand the core technical concepts related to the role, and apply them with guidance. (Skill level: working )
• Testing - You can review requirements and specifications, and define test conditions. Identify issues and risks associated with work. Analyze and report test activities and results. (Skill level: working )
• Service Management Framework Knowledge - You have awareness of key ITIL or other applicable ITSM framework operational processes. (Skill level: awareness )
• User focus - You can identify and engage with users or stakeholders to collate user needs evidence. Understand and define research that fits user needs. Use quantitative and qualitative data about users to turn user focus into outcomes. (Skill level: working )

You will have strong experience/knowledge with:

• ITSM Workflow Management
• Relational Databases
• PowerBI
• PowerShell
• ITIL principles and framework

Experience/knowledge with one or more of the following technologies and practices would be desirable but not essential :