IT Infrastructure Process Engineer
Core
Manage and optimize IT Service Management (ITSM) processes including Incident, Change, Problem, Request, Knowledge, CMDB, and Asset & Capacity within complex IT environments.
Role type
ITSM Process Manager
Builds
ITSM governance frameworks, process documentation, RASCI charts, SOPs, and automated workflows using BMC Helix and ServiceNow.
Domain
IT Infrastructure Services / IT Service Management
Deliverable
production ML models | product features | dashboards & analysis | infrastructure
Required skills
BMC Helix, ServiceNow, Change Management, Problem Management, Incident Management, CMDB management, SLA/KPI reporting, process audits, stakeholder liaison
Preferred skills
Process automation, workflow design, Site 24X7 Monitoring tool
Responsibilities
Own and manage ITSM processes; Define and maintain process documentation, RASCI charts, SOPs, and governance frameworks; Collaborate with ITSM tool administrators and developers for BMC Helix configurations; Monitor process KPIs, SLAs, and compliance metrics; Lead process audits and implement corrective actions; Facilitate process-related workshops, reviews, and training sessions; Coordinate across teams to drive process adoption; Ensure CMDB data quality; Participate in tool upgrades and workflow updates.
Seniority
Mid-Senior, hands-on IC
