What are the responsibilities and job description for the ITSM Engineer position at innovitusa?
We are looking for an experienced ITSM Engineer to support and improve IT Service Management processes, tools, and operations. The candidate will work on incident management, problem management, change management, service requests, configuration management, and service-level management while ensuring IT services meet business requirements and agreed service levels.
Key Responsibilities- Manage and support IT Service Management (ITSM) processes.
- Handle Incident, Problem, Change, Request, and Knowledge Management processes.
- Monitor and resolve incidents and service requests within agreed SLA timelines.
- Analyze recurring incidents and perform Root Cause Analysis (RCA).
- Coordinate and support Change Management activities.
- Maintain and manage the Configuration Management Database (CMDB).
- Monitor service performance and prepare ITSM reports and dashboards.
- Track Service Level Agreements (SLAs) and key performance indicators.
- Create and maintain knowledge articles and standard operating procedures.
- Coordinate with infrastructure, application, network, security, and development teams.
- Automate repetitive IT service management tasks where possible.
- Support ITSM tool configuration, workflows, forms, notifications, and integrations.
- Participate in incident reviews, problem reviews, and change advisory meetings.
- Ensure compliance with IT policies, processes, and operational standards.
- Identify opportunities to improve IT service quality and operational efficiency.
- Provide technical support and guidance to service desk and IT operations teams.
ITSM Processes:
- Incident Management
- Problem Management
- Change Management
- Service Request Management
- Knowledge Management
- Configuration Management
- Service Level Management
- Asset Management
ITSM Tools:
- ServiceNow
- BMC Helix / Remedy
- Jira Service Management
- ManageEngine ServiceDesk Plus
ServiceNow Skills:
- Incident Management
- Problem Management
- Change Management
- Service Catalog
- CMDB
- Knowledge Management
- Service Portal
- Workflows
- Business Rules
- Client Scripts
- Notifications
- Reports and Dashboards
Monitoring / Operations:
- Service monitoring
- Event Management
- Application monitoring
- Infrastructure monitoring
- Log monitoring
Automation & Scripting:
- JavaScript
- PowerShell
- Python
- REST APIs
- Web Services
Database / Reporting:
- SQL
- Excel
- Power BI
Strong understanding of ITIL principles and IT Service Management best practices is required.
Knowledge of the following is preferred:
- ITIL Incident Management
- ITIL Problem Management
- ITIL Change Management
- ITIL Service Request Management
- ITIL Configuration Management
- ITIL Service Level Management
- Continual Service Improvement
- Configure ServiceNow modules according to business requirements.
- Create and modify workflows and approval processes.
- Configure forms, fields, lists, notifications, and reports.
- Develop Business Rules, Client Scripts, UI Policies, and Script Includes.
- Maintain CMDB and configuration items.
- Integrate ServiceNow with external applications using REST/SOAP APIs.
- Create dashboards and operational reports.
- Support ServiceNow upgrades and enhancements.
- 10 years of experience in IT Service Management / ITSM.
- Hands-on experience with an ITSM platform such as ServiceNow, BMC Remedy, or Jira Service Management.
- Strong understanding of ITIL processes.
- Experience working with incident, problem, change, and request management.
- Experience with SLA monitoring and reporting.
- Experience working with cross-functional IT teams.