ITSM Engineer
3 weeks ago
Location: Jurong East
Responsibilities:
- Design and implement ITSM processes, including Incident Management, Change Management, Problem Management, and Service Request Management.
- Administer and support ITSM tools (e.g., BMC, ServiceNow, Jira Service Management) to enhance service delivery and reporting.
- Work with IT and business teams to define service levels, create service catalogues and ensure compliance with service level agreements (SLAs).
- Analyse service performance metrics to identify areas for improvement
- Work with the sales team to understand client requirements and address client's needs.
- Conduct presentations, demos, and workshops to potential clients
- Facilitate training sessions and workshops to promote ITSM best practices and tool usage across the organization.
- Assist in the development and maintenance of ITSM documentation such as process flows and user guides
Job Requirements:
- 2-3 years of experience in Design, Implement or Operations of IT Service Management tools or related role, with a strong focus on ITSM tools and processes.
- ITIL certification or other relevant ITSM tools certifications preferred.
- Proficiency in ITSM platforms such as BMC, ServiceNow, Jira Service Management, or similar tools in deployment and operations.
- Understanding of ITIL (Information Technology Infrastructure Library) frameworks
- Experience with incident, change, and problem management processes.
- Proficiency in using APIs to connect ITSM tools with other applications to streamline workflows and data exchange.
- Familiarity with integrating third-party services or applications that enhance ITSM capabilities (e.g., chatbots for incident reporting).
- Proficiency in scripting languages (e.g., Python, PowerShell) to automate repetitive tasks and enhance ITSM tool functionality.
- Familiarity with automation tools and Ability to design and implement automated workflows
- Experience in project management or agile methodologies.
To Apply or find out more information on this role, please email us or send in your updated resume to: shelly.tan@starcareerconsulting.com
Shelly Tan Bee Leng (Reg. No. R2199458)
STAR CAREER CONSULTING PTE LTD (EA License: 20C0353)
Tell employers what skills you have
IT Service Management
Service Management
ITSM
Powershell
Agile Methodologies
Automation Tools
Scripting
Information Technology
Service Level
Project Management
Problem Management
Python
ITIL
ServiceNow
Incident Management
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