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For Companies At a Glance
- Tasks: Administer and optimise ITV's FreshService platform for seamless tech service delivery.
- Company: Join ITV, a leading media company with a vibrant tech culture.
- Benefits: Flexible work environment, competitive salary, and opportunities for professional growth.
- Why this job: Be at the forefront of tech innovation and enhance user experiences.
- Qualifications: Experience with FreshService or similar platforms and strong problem-solving skills.
- Other info: Dynamic team environment with a focus on collaboration and continuous improvement.
The predicted salary is between 36000 - 60000 ÂŁ per year.
Join to apply for the ITSM Engineer, Technology role at ITV.
Workplace: London, Manchester or Leeds – 2 days a week in the office.
Closing Date: 20th January 2026.
The Team
The Service Integration and Management (SIAM) team is crucial to ITV’s Group Technology department. Our primary role is to orchestrate ITV's complex IT service landscape, ensuring the seamless, end-to-end delivery of technology services. We achieve this by integrating various internal and external service providers into one cohesive and highly efficient operational model. FreshService, alongside other associated tools, serves as ITV's chosen ITSM/ESM platform. This robust, scaled platform is vital for Technology Service Management across the organisation. It significantly enhances the colleague experience through automation and self‑service capabilities. The SIAM team is responsible for developing and operating this platform, collaborating closely with other divisional Technology teams to implement new features and services.
The Role
The ITSM Product Engineer, working closely with the ITSM Product Manager, is responsible for the administration, optimisation and continuous improvement of ITV’s multi‑workspace environment and CMDB. The role focuses on providing a stable, scalable and efficient Service Management platform for delivering high‑quality support and change management across Technology. The role is central to strengthening incident, problem and change capabilities, driving automation and enabling data‑driven decision making. The role will work closely with other divisional stakeholders using Freshservice as part of a Service Management community of practice.
Main Responsibilities
- FreshService platform administration including:
- Workspace management
- Evaluating and implementing new features / functionality
- Role & Access management
- CMDB Administration
Skills (Minimum Criteria)
- Experience managing a complex FreshService (preferred) or similar environment
- Experience with Device42 desirable
- Experience working with APIs and scripting beneficial
- Experience managing a CMDB including maintaining data integrity and relationships between systems
- Ability to design, implement, troubleshoot and maintain workflows and integrations (APIs, connectors, scripts) between tools
- Good understanding of ITIL practices to guide development across various Service Management functions
- Strong experience configuring and managing multi‑workspace capabilities
- Proficiency in building dashboards, reports and monitoring service performance to identify areas for improvement
Other Key Criteria
- Automation mindset focused on proactively identifying and designing solutions for manual processes to improve speed and service quality
- Compliance awareness: understanding of security best practices and standards for IT Operations
- Detail‑oriented problem solver: maintain accuracy across the platform; recognising small errors can have large downstream impacts. Approach challenges analytically and provide practical solutions
- Collaborative and user‑focused: able to work with a wide range of stakeholders across the business to act as a trusted partner and subject matter expert. Always keep user experience at the heart of decision making
- Adaptable: able to work in a fast‑paced, dynamic environment with variable priorities. Balance standardisation with flexibility to support team requirements
Itsm Engineer, Technology in England employer: ITV
Contact Detail:
ITV Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Itsm Engineer, Technology in England
✨Network Like a Pro
Get out there and connect with people in the industry! Attend meetups, webinars, or even just grab a coffee with someone who works at ITV. Building relationships can open doors that a CV just can't.
✨Show Off Your Skills
When you get the chance to chat with potential employers, don’t hold back! Share specific examples of how you've optimised processes or improved service management in your previous roles. Let them see the value you can bring to their team.
✨Tailor Your Approach
Before any interview, do your homework on ITV and the SIAM team. Understand their challenges and think about how your experience with FreshService and ITIL practices can help. This shows you're genuinely interested and ready to contribute.
✨Apply Through Our Website
Don’t forget to apply directly through our website! It’s the best way to ensure your application gets seen by the right people. Plus, it shows you're proactive and keen to join the ITV family.
We think you need these skills to ace Itsm Engineer, Technology in England
Some tips for your application 🫡
Tailor Your CV: Make sure your CV is tailored to the ITSM Engineer role. Highlight your experience with FreshService or similar platforms, and don’t forget to showcase your skills in managing complex environments and workflows. We want to see how you can bring value to our team!
Craft a Compelling Cover Letter: Your cover letter is your chance to shine! Use it to explain why you're passionate about the role and how your background aligns with ITV's goals. Be sure to mention your automation mindset and collaborative spirit, as these are key for us at StudySmarter.
Showcase Relevant Experience: When filling out your application, make sure to highlight any relevant experience you have with ITIL practices, CMDB management, and API integrations. We love seeing candidates who can demonstrate their problem-solving skills and attention to detail!
Apply Through Our Website: Don’t forget to apply through our website! It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it gives you a chance to explore more about what we do at StudySmarter!
How to prepare for a job interview at ITV
✨Know Your ITSM Tools
Make sure you’re well-versed in FreshService and any similar platforms. Be ready to discuss your experience managing these tools, especially how you've optimised workflows and integrated APIs. This shows you’re not just familiar with the tech but can also leverage it effectively.
✨Showcase Your Problem-Solving Skills
Prepare examples of how you've tackled complex issues in previous roles. Highlight your analytical approach and detail-oriented mindset, especially when it comes to maintaining data integrity in a CMDB. ITV values practical solutions, so be ready to share specific instances where you’ve made a difference.
✨Understand ITIL Practices
Brush up on ITIL principles and how they apply to service management. Be prepared to discuss how you’ve used these practices to guide development and improve service delivery. This will demonstrate your alignment with ITV’s operational goals and your ability to contribute to their SIAM team.
✨Emphasise Collaboration and User Focus
Since the role involves working closely with various stakeholders, think of examples that showcase your collaborative spirit. Talk about how you’ve partnered with others to enhance user experience and drive automation. ITV is looking for someone who can act as a trusted partner, so make sure to highlight your interpersonal skills.