Deskside Support

Engineers are helping enterprises transform from systems to intelligent business platforms leveraging partner ecosystem to drive speed, efficiency and growth. Our bouquet of Modernization Engineering Services with AI -first approach cuts across Cloud, Data, AI, Dynamics, Test Automation, and Managed Services.

Sonata’s AI-led modernization is enabled by a powerful suite of proprietary tools and assets. At the core is the Harmoni.AI Enterprise Platform, which includes Agent Bridge-a governance and observability framework; Agent Builder-a development toolkit for fungible agents integrated into enterprise systems; and the Agent Marketplace-an internal ecosystem for modular, reusable agents.

Headquartered in Bengaluru, India, Sonata Software has a strong global presence, including key regions US, UK, India, Malaysia, Mexico, Australia, DACH (Germany/Switzerland) & Nordics (Finland). We are a trusted partner of Fortune 500 companies in Banking, Financial Services and Insurance; Healthcare and Lifesciences; Telecom, Media, and Technology; and Retail, Manufacturing and Distribution space.

Job Title: Deskside Engineer ITSM /ITAM

Experience:3-6Years

Work Location: Bellevue, WA

Work Mode: Onsite – 5 Days a Week Work from Office (mandatory)

Role Overview

We are seeking a Senior ITSM Specialist with deep, hands‑on experience in IT Service Management to own, govern, and continuously improve ITSM processes across the organization. This role is ITSM‑centric, with limited IT Asset Management (ITAM) exposure required primarily for alignment and reporting. The candidate will act as a process owner, advisor, and key contributor to service excellence.

Key Responsibilities

IT Service Management (Primary – Core Focus)

• Act as owner and SME for ITSM processes including Incident, Problem, Change, Request, Knowledge, Service Level, and Continual Service Improvement (CSI).
• Design, implement, and optimize ITSM workflows aligned with ITIL v3/v4 best practices.
• Lead Change Management governance, including Change Advisory Board (CAB) planning, execution, and compliance.
• Define, track, analyze, and report SLAs, OLAs, XLAs, KPIs, and service performance metrics.
• Drive root cause analysis (RCA) for major incidents and ensure preventive actions are implemented.
• Partner with IT Operations, Engineering, and Business stakeholders to improve service reliability and customer satisfaction.
• Maintain and enhance Service Catalog and request fulfilment standards.
• Ensure ITSM processes are audit‑ready and comply with internal controls and policies.
• Mentor junior team members and act as an escalation point for ITSM‑related issues.

IT Asset Management (Secondary – Limited Scope)

• Provide ITSM alignment/support for ITAM processes and CMDB accuracy.
• Review asset data, relationships, and service mappings within ITSM tools.
• Assist with reporting or audits related to asset compliance when required.
• Collaborate with ITAM/procurement teams for lifecycle visibility (not ownership).

Required Skills & Experience

• 3-6 years of strong, hands‑on ITSM experience in medium to large enterprise environments.
• Proven experience as an ITSM process owner or lead rather than execution‑only.
• Strong working knowledge of ITIL framework (ITIL v4 preferred).
• Extensive experience with ITSM tools (ServiceNow highly preferred).
• Hands‑on expertise in workflow design, automation, service reporting, and dashboards.
• Solid understanding of CMDB concepts and service mappings.
• Excellent stakeholder management and communication skills.
• Ability to work independently in an onsite, fast‑paced environment.

Preferred Qualifications

• ITIL v4 certification (mandatory or strongly preferred).
• ServiceNow ITSM Certification(s).
• Experience driving ITSM maturity or transformation initiatives.
• Exposure to governance, compliance, or audit‑driven IT environments.