Itsm Engineer

3 days ago

Singapore Singtel Full time

**ITSM Engineer**:
**Date**:5 Sep 2024

**Location**: Singapore, Singapore

**Company**:Singtel Group
- At Singtel, our mission is to Empower Every Generation. We are dedicated to fostering an equitable and forward-thinking work environment where our employees experience a strong sense of Belonging, to make meaningful Impact and Grow both personally and professionally. By joining Singtel, you will be part of a caring, inclusive and diverse workforce that creates positive impact and a sustainable future for all._

**Be a Part of Something BIG**

We create great technology that can change the future, and we're looking for people to be part of our digital and 5G journey. If you like to work in a dynamic, leading communications technology group to deliver innovations and excellence across the region, come join our digital, software engineering, data and cyber security teams

**Make an Impact by**
- Receive, log, and prioritize incoming ITSM support requests and issues.
- Ownership and management of issues and requests through to resolution.
- Respond, diagnose and troubleshoot support cases from users experiencing technical issues with ServiceNow.
- Process and fulfil ITSM Service Request on ServiceNow, such as account administration, data patching, reporting.
- Provide step-by-step guidance to users, ensuring issues are resolved efficiently and effectively.
- Document incident resolution steps and create knowledge base articles for future reference.
- Escalate complex issues to appropriate ITSM members or external vendors when necessary.
- Maintain accurate and detailed records of support requests and resolutions using our ITSM ticketing system.
- Stay updated with the latest ITSM trends and technologies to continuously improve support services.
- Seeking opportunities to improve knowledge, skills, and performance and is receptive to constructive feedback.

**Skills for Success**
- Preferably with 2 or more years related experience in an IT support role.
- Good understanding of ITSM components.
- Proficiency in troubleshooting and problem-solving techniques.
- Excellent customer service and communication skills.
- Ability to work independently and as part of a team.
- Familiarity with ITSM software such as ServiceNow etc.
- Good oral and written communication skills
- ITIL or similar certification is a plus.

**Rewards that Go Beyond**
- Flexi work arrangements
- Full suite of health and wellness benefits
- Ongoing training and development programs
- Internal mobility opportunities

**We are committed to a safe and healthy environment for our employees & customers and will require all prospective employees to be fully vaccinated.

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