At a Glance
- Tasks: Support and optimise the Freshservice ITSM platform while managing daily operational demands.
- Company: Join First Rail, a leading UK rail operator with a commitment to sustainability.
- Benefits: Enjoy 25 days holiday, travel discounts, shopping perks, and share schemes.
- Other info: Collaborate with diverse teams and enjoy excellent career growth opportunities.
- Why this job: Make a real impact in a dynamic environment while enhancing your tech skills.
- Qualifications: Hands-on experience with ITSM platforms and strong problem-solving abilities required.
The predicted salary is between 40000 - 48000 £ per year.
First Rail is one of the most experienced rail operators in the UK, with more than 770,000 passenger journeys daily last year across our Department for Transport contracted operations and open access routes. We operate two major UK train operating companies - Avanti West Coast, Great Western Railway (GWR), and two open access passenger rail services, Hull Trains and Lumo. Our First Rail head office is home to specialist teams that provide expert support across the Engineering, Finance, Property, Operations, Procurement, IT, and Human Resources functions of the rail division.
This position requires a hands‑on specialist with strong experience in supporting the Freshservice ITSM platform. You will be responsible for answering support tickets, configuring and optimising modules and workflows, driving adoption of the self‑service portal, and staying up to date with newly released features. Working closely with business stakeholders, IT teams, and third‑party vendors, you will ensure the platform aligns with best practices and delivers measurable value.
Your main responsibilities will be:
- Platform Stability & Availability: Ensure Freshservice always operates reliably. All incidents and service requests are triaged, owned, and resolved within agreed SLAs, with zero unplanned outages attributable to unmanaged platform issues.
- BAU Demand Management: Manage and resolve the day‑to‑day operational demand on the platform, such as incidents, service requests, user administration, and licence management.
- Configuration Delivery: Execute approved platform configuration changes accurately and on time, including workflows, automations, service catalogue items, and integrations.
- Sprint Contribution: Actively contribute to the team’s delivery sprints as a reliable delivery resource, completing assigned tasks to acceptance criteria.
- Platform Quality & Documentation: Maintain a high standard of platform stability: accurate configuration documentation, up‑to‑date user guidance, and a clean, well‑governed Freshservice instance.
- Enterprise Service Management Enablement: Support the extension of Freshservice beyond IT to Finance, HR, Procurement, and other business functions.
- Stakeholder & Relationship Management: Build strong and effective relationships with internal OpCo stakeholders and Freshservice Support.
- Platform Optimisation & Adoption: Maintain awareness of the Freshservice product roadmap and newly released functionality, assessing opportunities to enhance the current platform.
As a minimum you will need to have:
- Experience: Proven hands‑on experience with ITSM platforms (Freshservice preferred), including administration, configuration, and implementation of new modules.
- Technical Skills: Deep knowledge in Freshservice, with an understanding of workflow automation, reporting, and integrations.
- Soft Skills: Strong communication and influencing skills, with the ability to engage stakeholders across multiple business units.
The Reward:
- 25 days Holiday plus National Bank Holidays
- Travel Offers for Bus and Rail
- Shopping Discounts including discounts and cashback on electrical goods, your weekly shop, holidays, cinema trips, car insurance, upgrading your mobile and lots more
- Buy as You Earn – allows you to buy shares each month.
- Save as You Earn – allows you to use your savings after three years, to buy shares at a discounted price, or take your savings back as cash.
- Employee Assistance Helpline – free, confidential employee support service provided by an independent provider.
- Payroll Giving – donate directly from your pay to a Charity of your Choice.
ITSM Platform Engineer in London employer: FirstGroup Internal
First Rail is an exceptional employer, offering a dynamic work environment where innovation meets collaboration. With a strong commitment to employee growth, we provide extensive training opportunities and a supportive culture that values every team member's contributions. Located in the heart of the UK's rail industry, our employees enjoy competitive benefits, including generous holiday allowances, travel discounts, and share purchase schemes, making First Rail a rewarding place to build a meaningful career.
StudySmarter Expert Advice🤫
We think this is how you could land ITSM Platform Engineer in London
✨Join the IT Consultancy Buzz
Get involved in local or virtual IT consultancy meetups and forums. This is where we can rub shoulders with industry professionals, get insights into what FirstGroup Internal values, and even spot unadvertised opportunities. Don't miss out on these chances to make a name for ourselves in the IT world!
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Create a personal project or case study relevant to the challenges FirstGroup Internal might face. Use platforms like GitHub or Medium to share your findings. This not only demonstrates our consulting skills but shows a proactive attitude, making us stand out from the crowd when applying for that full-time gig.
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✨Direct Apply to FirstGroup Internal
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We think you need these skills to ace ITSM Platform Engineer in London
Some tips for your application 🫡
Showcase Your Problem-Solving Skills:In IT consulting, it's all about problem-solving, so make sure your CV highlights your analytical skills and any relevant projects you've tackled. Mention specific technologies or methodologies you've used to resolve issues or improve processes; this shows you can think critically and deliver results, which is vital for us at FirstGroup Internal.
Highlight Relevant Certifications:Certifications like ITIL, PMP, or even specific tech stack qualifications can really make you stand out. Make sure to include these in your CV, as they not only demonstrate your expertise but also your commitment to staying current in the field. We love seeing candidates who are proactive about their professional development!
Tailor Your Cover Letter:Your cover letter is your chance to connect personally with us at FirstGroup Internal. Share stories about your experiences in IT consulting, and how they shaped your desire to join our team. Mention why you’re excited about this particular role, and how you see yourself contributing to our projects.
Keep It Clear and Concise:We're all busy, so make sure your application is easy to read. Use bullet points for key achievements, and don’t overload us with jargon. A clean, professional layout goes a long way. Remember, the clearer your application, the more likely we are to invite you in for an interview!
How to prepare for a job interview at FirstGroup Internal
✨Brush Up on Your Technical Skills
For an IT consulting role, be ready to demonstrate your technical prowess. You might face questions on systems integration, cloud technologies, or even troubleshooting specific software. If you have experience with tools like AWS, Azure, or even specific programming languages, make sure you can talk about them fluently.
✨Showcase Your Problem-Solving Approach
IT consulting is all about solving problems for clients. Think about how you can illustrate your approach to a past challenge using the STAR method (Situation, Task, Action, Result). It's a great way to show how you tackle complex issues and come up with effective solutions.
✨Know the Business Impact of IT Solutions
When discussing your experiences, focus not just on the tech solutions you implemented, but also on their business impact. Employers want to see that you can connect IT with organisational goals. Prep examples that highlight how your tech contributions improved efficiency or reduced costs for past clients or projects.
✨Prepare for Behavioural Questions
Since IT consulting often involves teamwork and client interactions, expect behavioural questions that assess your interpersonal skills. Be prepared with examples that demonstrate your adaptability, communication skills, and how you handle client feedback. Before the interview, think of situations where you worked closely with clients to create effective IT strategies or changes.
