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For Companies At a Glance
- Tasks: Manage ITSM tools, enhance processes, and support users in a dynamic remote environment.
- Company: Join a global market leader in IT services, known for innovation and excellence.
- Benefits: Enjoy remote work flexibility, competitive salary, and opportunities for professional growth.
- Why this job: Be part of a collaborative culture that values your input and drives impactful change.
- Qualifications: Experience with ITSM tools, strong problem-solving skills, and ITIL certification required.
- Other info: This is a permanent role based in Birmingham, UK, with a salary up to £50k.
The predicted salary is between 36000 - 60000 £ per year.
Our Global Market Leading Client is looking to recruit a Permanent ITSM Support Engineer - Remote. Paying up to £50k.
Key Role Responsibilities:
- Platform Administration: Oversee the configuration, optimisation, and administration of the ITSM/Case Management tool, ensuring they are up to date, secure, and tailored to meet the organisation's ever-evolving needs.
- Service Design: Scope requirements, implement and enforce best practices aligned with ITIL framework to create new service areas, and configure workflows and automation rules for process efficiencies.
- Incident and Problem Management: Implement and monitor robust incident and problem management practices, ensuring our teams have an effective response to cyber security issues, and minimising service disruptions.
- Change Management: Coordinate change management processes to manage risks associated with updates and modifications, enhancing the security posture and compliance.
- Process Improvement: Identify opportunities for process enhancement within the ITSM tool in adherence to the ITIL framework, applying best practices to boost operational efficiency, service quality, and end-user satisfaction and also conduct regular assessments for optimisation.
- Service Catalogue & Asset Management: Maintain and update the service catalogue and asset inventory, ensuring alignment with cyber security requirements and business priorities.
- Audit: Continuous audit of processes, user groups & permissions, system stability and performance, including SLA monitoring and review and audit system logs and general user activity.
- Integrations: Implement and configure integrations with other business tools using APIs/Webhooks/Plugins.
- Collaboration: Work with cross-functional teams including security operations and other business units to facilitate effective communication and align IT service delivery with strategic goals.
- Documentation and Reporting: Create and maintain detailed documentation for all ITSM processes and produce regular performance and compliance reports and develop the ITSM Knowledge Base. Develop custom reports and dashboards to support business decision-making.
- User Support and Training: Provide training and support to users of the ITSM platform, fostering a culture of self-service and knowledge-sharing.
Essential skills required:
- Technical Expertise: Prior exposure of configuring, developing and supporting ITSM tools such as ServiceNow, Halo (desirable); Understanding of ITIL/ITSM best practice with implementing ITSM processes; Proficient knowledge of SQL and HTML.
- Problem Solving: Analytical skills to troubleshoot and resolve complex system issues, to implement solutions effectively with a great overview of the system.
- Communication: Excellent written and verbal communication skills to articulate technical information clearly to various stakeholders.
- Collaboration: Strong interpersonal skills for building relationships across teams and driving process improvements.
- Certifications: ITIL Certification.
ITSM Support Engineer employer: TEKsystems
Contact Detail:
TEKsystems Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land ITSM Support Engineer
✨Tip Number 1
Familiarise yourself with ITIL best practices and the specific ITSM tools mentioned in the job description, like ServiceNow or Halo. Having hands-on experience or relevant projects to discuss can really set you apart during interviews.
✨Tip Number 2
Brush up on your SQL and HTML skills, as these are essential for the role. Consider working on small projects or exercises that demonstrate your ability to use these languages effectively in an ITSM context.
✨Tip Number 3
Prepare to discuss your problem-solving approach in detail. Think of specific examples where you've successfully resolved complex system issues, as this will showcase your analytical skills and technical expertise.
✨Tip Number 4
Network with professionals in the ITSM field, especially those who have experience with the tools and processes mentioned. Engaging in relevant online forums or LinkedIn groups can provide insights and potentially lead to referrals.
We think you need these skills to ace ITSM Support Engineer
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in ITSM tools, particularly any work with ServiceNow or similar platforms. Emphasise your understanding of ITIL best practices and any certifications you hold.
Craft a Strong Cover Letter: In your cover letter, address the key responsibilities mentioned in the job description. Discuss your experience with incident and problem management, change management, and process improvement, showcasing how you can add value to the team.
Showcase Technical Skills: Clearly outline your technical expertise in SQL, HTML, and any ITSM tools you've worked with. Provide specific examples of how you've used these skills to solve problems or improve processes in previous roles.
Highlight Communication and Collaboration: Since the role requires strong communication and interpersonal skills, include examples of how you've effectively communicated technical information to non-technical stakeholders and collaborated with cross-functional teams.
How to prepare for a job interview at TEKsystems
✨Showcase Your ITSM Tool Experience
Be prepared to discuss your hands-on experience with ITSM tools like ServiceNow or Halo. Highlight specific projects where you configured or optimised these tools, as this will demonstrate your technical expertise and familiarity with the role's requirements.
✨Understand ITIL Framework
Since the role heavily involves ITIL best practices, make sure you can articulate how you've applied these principles in past roles. Prepare examples of how you've scoped requirements or implemented service design aligned with ITIL to enhance service delivery.
✨Demonstrate Problem-Solving Skills
Expect questions that assess your analytical skills and ability to troubleshoot complex system issues. Prepare to share specific instances where you successfully resolved problems, particularly in incident and problem management contexts.
✨Communicate Effectively
Strong communication skills are essential for this role. Practice explaining technical concepts in simple terms, as you'll need to convey information clearly to various stakeholders. Consider preparing a few scenarios where you effectively communicated complex ideas.
