LRQA

ITSM Support Engineer

LRQA

full-time

Posted on:

Location Type: Office

Location: United Kingdom

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Tech Stack

Cyber SecurityITSMServiceNowSQL

About the role

  • 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 organisations 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.

Requirements

  • Technical Expertise: Prior experience of configuring, developing and supporting ITSM tools such as ServiceNow, Halo (strong preference)
  • Understanding of ITIL/ITSM best practice and experience with implementing ITSM processes
  • Proficient knowledge of SQL and HTML
  • Problem Solving - Analytical skills to troubleshoot and resolve complex system issue, ability 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
  • Innovative thinker
  • High level of organisational skills
  • Leadership
  • Critical thinking and attention to detail
  • Ability to perform under pressure
  • Exceptional stakeholder skills
  • Excellent stakeholder management and influencing skills
  • Excellent customer service skills
  • Relentless Client Focus
  • Building commitment within the team
  • Critical thinker and problem-solving skills
  • Team player
Benefits
  • User Support and Training
  • Provide training and support to users of the ITSM platform, fostering a culture of self-service and knowledge-sharing.
  • 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.
  • 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.
  • 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 API’s/Webhooks/Plugins.
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
ITSM toolsServiceNowHaloSQLHTMLincident managementproblem managementchange managementprocess improvementworkflow automation
Soft Skills
problem solvingcommunicationcollaborationinnovative thinkingorganizational skillsleadershipcritical thinkingattention to detailability to perform under pressurestakeholder management
Certifications
ITIL Certification