Staff IT Engineer - Service Management
Core
Own and evolve the IT Service Management (ITSM) practice end-to-end, designing processes, tools, and governance to ensure internal service reliability and efficiency for engineering teams.
Role type
Staff IT Engineer (Service Management)
Builds
ITSM toolchain, service catalogs, automation workflows, and operational reporting cadences
Domain
IT Operations / Service Management / Fintech
Deliverable
production ML models | product features | dashboards & analysis | infrastructure
Required skills
ITIL v4 expertise, ITSM toolchain configuration (Jira/ServiceNow), process design, automation strategy, KPI definition, cross-functional influence
Preferred skills
Fintech experience, COBIT/ISO 20000/SRE familiarity, Security/Platform Engineering partnership
Technologies
Jira Service Management, ServiceNow
Responsibilities
Define and implement core ITIL v4 processes (incident, problem, change, request, knowledge), establish service catalog with SLAs/OLAs, configure ITSM toolchain and integrations, close automation gaps, track operational KPIs, manage Change Advisory Board (CAB), support audit/compliance, drive ITSM adoption via training and documentation
Seniority
Staff, hands-on IC with strategic scope
