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- Tasks: Own and optimise the Hornbill Service Manager platform for efficiency and service excellence.
- Company: Join a forward-thinking company focused on IT service management.
- Benefits: Enjoy competitive pay, flexible working options, and opportunities for professional growth.
- Why this job: Make a real impact by automating workflows and improving service delivery.
- Qualifications: Experience with ITSM platforms and strong problem-solving skills.
- Other info: Dynamic role with potential for career advancement in a collaborative environment.
The predicted salary is between 36000 - 60000 £ per year.
As the ITSM / Platform Specialist you will take ownership of our clients Hornbill Service Manager platform, optimising, extending and automating workflows to drive efficiency and service excellence across the organisation. You will work closely with IT, operations and business teams to ensure ticketing, service catalogue, incident/change management, self-service and asset processes meet business needs with less manual effort and faster, more reliable delivery.
Key Responsibilities
- Administer, configure and maintain the Service Manager platform (service desk, service catalogue, self-service portal, asset/CMDB, dashboards, reporting) to meet business requirements.
- Develop and implement automated workflows, integrations and codeless automations to reduce manual ticket handling, speed up request fulfilment, and support service orchestration to onboarding.
- Work with stakeholders (IT, operations, business units) to understand their service needs and translate them into Hornbill configurations or process improvements.
- Manage and optimise ITSM processes (incident, change, problem, request, asset management) in line with best practices.
- Monitor performance of service delivery, maintain SLAs, generate and analyse reports/dashboards, produce metrics and trend analysis to highlight areas for improvement.
- Document configurations, workflows, known issues, change logs and maintain up-to-date documentation for audits and future reference.
ITSM Specialist in Birmingham employer: Gleeson Recruitment Group
Contact Detail:
Gleeson Recruitment Group Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land ITSM Specialist in Birmingham
✨Tip Number 1
Network like a pro! Reach out to folks in the ITSM space on LinkedIn or at industry events. We can’t stress enough how valuable personal connections can be when it comes to landing that dream job.
✨Tip Number 2
Show off your skills! Create a portfolio showcasing your work with service management platforms, especially any automations or workflows you've developed. This gives potential employers a taste of what you can bring to the table.
✨Tip Number 3
Prepare for interviews by brushing up on common ITSM scenarios. We recommend practising how you’d handle specific incidents or changes, as well as discussing your experience with ticketing systems and process improvements.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, we love seeing candidates who are proactive about their job search!
We think you need these skills to ace ITSM Specialist in Birmingham
Some tips for your application 🫡
Tailor Your CV: Make sure your CV is tailored to the ITSM Specialist role. Highlight your experience with service management platforms, especially Hornbill, and any relevant automation projects you've worked on. We want to see how your skills align with our needs!
Showcase Your Achievements: Don’t just list your responsibilities; showcase your achievements! Use metrics to demonstrate how you’ve improved processes or increased efficiency in previous roles. This helps us see the impact you can bring to our team.
Craft a Compelling Cover Letter: Your cover letter is your chance to shine! Explain why you’re passionate about ITSM and how you can contribute to our mission at StudySmarter. Be genuine and let your personality come through – we love to see enthusiasm!
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you don’t miss out on any important updates. Plus, it shows you’re keen on joining our team!
How to prepare for a job interview at Gleeson Recruitment Group
✨Know Your ITSM Inside Out
Make sure you’re well-versed in IT Service Management principles and the Hornbill platform specifically. Brush up on key concepts like incident management, change management, and service catalogues. Being able to discuss these topics confidently will show that you’re ready to take ownership of the platform.
✨Showcase Your Automation Skills
Since the role involves automating workflows, be prepared to discuss any previous experience you have with automation tools or processes. Bring examples of how you've optimised workflows in the past, and if possible, share metrics that demonstrate the impact of your work.
✨Engage with Stakeholders
Highlight your ability to work closely with various teams. Prepare to discuss how you’ve previously gathered requirements from stakeholders and translated them into actionable ITSM configurations. This shows you understand the importance of collaboration in delivering effective service solutions.
✨Prepare for Scenario Questions
Expect scenario-based questions where you’ll need to demonstrate your problem-solving skills. Think about common challenges in ITSM and how you would approach them. Practising these scenarios can help you articulate your thought process clearly during the interview.