ITSM Engineer

Position Summary:

The ITSM (IT Service Management) Engineer Level 1 is responsible for supporting and maintaining IT service management processes and tools. This role focuses on incident management, service request fulfillment, and basic system administration within ITSM platforms. The engineer works closely with internal teams to ensure efficient service delivery and adherence to ITIL best practices.

Responsibilities:

• Provide Level 2 operational support for HaloITSM by investigating and resolving incidents, service requests, and system

issues.

• Assist users in correctly following HaloITSM-based processes to ensure consistent and effective service execution.

• Monitor and investigate performance deviations, supporting adherence to defined ITSM policies, SLAs, and workflows,

with guidance from senior engineers.

• Promote consistent use of HaloITSM processes and best practices across supported teams.

• Lead structured requirements-gathering and solution design sessions with service owners, technical teams, and

stakeholders to define end-to-end workflows across service catalog, incident, request, change, problem, and

integration use cases.

• Design, build, and implement complex ITSM workflows within HaloITSM, including multi-stage approvals, conditional

logic, automation rules, and cross-module orchestration aligned to ITIL and organizational standards.

• Own workflow lifecycle management, including versioning, documentation, testing, promotion, and retirement of

workflows across development, test, and production environments.

• Execute and govern DevOps-style release management for ITSM changes, coordinating build validation, change

records, deployment sequencing, rollback planning, and post-release verification.

• Translate business and operational requirements into technical configurations, ensuring clear traceability between

requirements, workflow logic, automation, and measurable outcomes.

• Facilitate solution build workshops to align expectations on workflow behavior, service boundaries, automation scope,

and integration touchpoints prior to development and release.

• Develop and maintain service catalog structures, including service definitions, request models, fulfillment workflows,

SLAs, and dependencies across supporting teams and systems.

• Design and implement integrations between HaloITSM and external platforms (e.g., endpoint management, IAM,

monitoring, collaboration tools), including data mapping, error handling, and operational support considerations.

• Perform advanced testing and validation activities, including functional testing, regression testing, and user acceptance

testing (UAT) for new and modified workflows prior to production release.

• Provide technical leadership and mentoring to Level 1 engineers, reviewing workflow designs, configurations, and

release artifacts to ensure quality, consistency, and adherence to governance standards.

• Support continuous learning and professional development by sharing knowledge, incorporating feedback, and

adapting to process and platform changes.

• Assist with ITSM process and service implementations, including documenting requirements, acceptance criteria, and

workflow configurations within HaloITSM.

• Support the creation and maintenance of release notes, training materials, and knowledge base content in designated

repositories.

• Participate in ongoing process improvement efforts, including documentation, auditing, and maintenance of ITSM

workflows under senior engineer guidance.

• Research business needs and industry best practices to help identify opportunities to enhance HaloITSM-enabled

services and service portfolios.

• Work closely with cross-functional stakeholders (service managers, process owners, and technical teams) to ensure

alignment and effective adoption of ITSM processes.

Other duties as assigned.

Qualifications:

• Three (3) years of experience supporting an enterprise ITSM platform in a production environment.

• Familiarity with HaloITSM or similar platforms (ServiceNow experience is a plus).

• Working knowledge of Windows workstation operating systems (Windows 10, 11).

• Exposure to Linux and macOS workstation environments is a plus.

• Working knowledge of at least one scripting language (PowerShell, Bash, Python, or similar) to support automation and

data analysis.

• Hands-on administration experience with an ITIL-aligned ITSM platform, with emphasis on request, incident, change,

and release workflows (HaloITSM experience preferred).

• Comfortable operating in a process-driven, change-controlled environment, supporting governance through structured

workflows and approvals.

• Strong team contributor with the ability to communicate clearly with non-technical stakeholders, including end users

and business partners.

• Solution-oriented mindset with a constructive approach to problem resolution and continuous service improvement.

• Demonstrated organizational skills with the ability to manage multiple concurrent tasks in a fast-paced service

environment.

• Experience collaborating across multiple technical disciplines, including endpoint, infrastructure, and service

management teams.

Physical Requirements:

• Prolonged periods sitting at a desk and working on the computer.

• Occasional lifting, pushing, pulling up to 15 lbs.

• Hybrid position – in office and remote workdays.

Encore Technolgies is an Equal Opportunity Employer. We respect and seek to empower each individual and support the diverse cultures, perspectives, skills, and experiences within our workforce.