Sr. Engineer - IT Service Management 4B
Core
Define, design, transition, and improve the IT Service Management lifecycle, including processes, roles, metrics, KPIs, and tools.
Role type
Senior IT Service Management Engineer (ITIL)
Builds
ITSM processes, tools, and service delivery workflows
Domain
IT Operations / Service Management
Deliverable
production ML models | product features | dashboards & analysis | research | client delivery | infrastructure | physical/clinical work
Required skills
Incident Management, ITIL v3, Service Level Agreements, Operating Level Agreements, Process Improvement, ITSM Tool Administration, Workflow Analysis, Team Mentorship, Compliance Auditing, Subject Matter Expertise
Preferred skills
Agile Methodology, Design Thinking, Executive Presence, Storytelling
Technologies
ServiceNow
Responsibilities
Define, design, transition and continually improve the IT Service Management lifecycle; Provide guidance to development processes ensuring integration across ITIL v3 lifecycle; Implement vision for continuous improvement of services with emphasis on proactive planning; Ensure capability of services being managed matures as per agreed KPIs; Support design of services to meet SLAs and OLAs; Oversee documentation and communication of processes and policies; Maintain oversight of technical advances and industry best practices in ITSM; Provide ITSM leadership experience and coaching processes; Develop, implement, and maintain ITSM processes and procedures; Manage and administer ITSM tools and systems; Analyze and improve service delivery workflows to enhance efficiency; Collaborate with cross-functional teams to address IT service issues and escalations; Lead ITSM projects and initiatives to enhance service quality and performance; Conduct regular assessments and audits to ensure compliance with ITIL best practices; Provide mentorship and guidance to junior ITSM team members; Act as a subject matter expert on ITSM best practices and technologies.
Seniority
Senior, hands-on IC with leadership and mentorship responsibilities
