ITSM Engineer

The key responsibilities of the IT Service Delivery Engineer include.

• Administration configuration and optimization the ITSM tool to meet the organizations needs. Ensure the tool is effectively utilized for incident request change and problem management.
• Oversee the Incident and Problem Management process ensuring that incidents are resolved within SLA and root causes are identified and addressed. Support the creation and management of knowledge articles to improve resolution times.
• Assist in planning and executing changes in the IT environment in accordance with the IT Change Management process ensuring all changes are properly recorded evaluated and implemented.
• Support the design and optimization of the service catalog ensuring that it aligns with business needs and provides an intuitive user experience. Manage service requests and ensure compliance with SLAs.
• Develop and generate reports on IT service delivery performance ensuring that metrics such as incident resolution time service availability and customer satisfaction are tracked and analyzed. Use data insights to propose improvements.
• Identify inefficiencies within ITSM processes and work to implement process improvements based on ITIL best practices ensuring continuous improvement in service delivery and user experience.
• Provide support and training to endusers on ITSM tool usage. Assist with onboarding new users and ensure they are familiar with the processes workflows and tool functionalities.
• Work closely with IT operations support teams and business units to ensure alignment between IT service delivery and business objectives. Assist in the development of service level agreements (SLAs) and ensure adherence.

Additional responsibilities:

• Ensure that ITSM processes and tool usage comply with organizational policies industry standards and regulations.
• Always available to the business as an escalation or contact point should the established channels fail to work effectively. 

Qualifications :

Bachelors degree in computer science Information Systems Management or related field (or equivalent combination of education training and experience).

ITIL Foundation certificate.

35 years of experience on same or similar roles.

Additional Information :

We prioritize diversity equity and inclusion by creating an equal opportunities workplace and a humancentric environment where people of all cultural backgrounds genders and ages can contribute and grow.  

To succeed we must work together with a human first approach. Why because our people are our greatest strength leading to our continued success on improving the lives of those around us. 

We offer: 

• Training and career development opportunities internally  
• Strong emphasis on personal and professional growth 
• Friendly supportive working environment 
• Opportunity to work with colleagues based all over the world with English as the company language 

Our core values are key to how we operate and if you feel they resonate with you then PrimeVigilance could be a great company to join!  

• Quality 
• Integrity & Trust  
• Drive & Passion  
• Agility & Responsiveness  
• Belonging 
• Collaborative Partnerships  

We look forward to welcoming your application.

#LI remote

Remote Work :

Yes

Employment Type :

Fulltime