Sr. Engineer - Service Management

The role:

• Process Ownership:

  • Own, design and implement the IT Service Management (ITSM) processes, ensuring alignment with global standards and business objectives.
  • Define, document, and maintain ITSM processes, ensuring clarity, consistency, and adherence to best practices such as ITIL.
  • Continuously review and improve processes, incorporating feedback from stakeholders and lessons learned from operational performance.
  • Act as the key point of contact for process-related questions, issues, and escalations.
  • Manage major incidents, changes, and problems, ensuring they are processed according to the implemented processes.
  • Collaborate with IT teams and stakeholders to ensure processes are implemented consistently globally.
  • Provide regular or on-demand reports to Management and Stakeholders.

• Business Analysis:

  • Work closely with IT teams, Management and Customers to gather and document requirements for ITSM processes, ensuring they meet the needs of the organization.
  • Translate business needs into clear, actionable requirements for process enhancements and system configurations.

• Process Improvement & Optimization:

  • Monitor process performance metrics (KPIs, SLAs) and analyze process data to identify inefficiencies, bottlenecks, or areas for improvement.
  • Propose and implement process improvements that enhance efficiency, reduce costs, and improve user satisfaction.
  • Lead initiatives for automating workflows and integrating processes with ITSM tools such as Jira Service Management, ServiceNow.

• Stakeholder Management:

  • Serve as the primary liaison between the IT Service Management team and IT teams, business/Customer stakeholders to ensure alignment of service management processes with business objectives.
  • Regularly communicate process performance, improvements, and changes to the management and stakeholders.
  • Provide training and guidance to process users across the organization to ensure proper adherence and understanding of ITSM processes.

• Tool and Technology Alignment:

• Collaborate with IT teams and vendors to ensure ITSM tools (e.g., Jira Service Management, Service Now) are configured and optimized to support global processes.
• Define and maintain reporting dashboards and tools to provide transparency into process performance and drive continuous improvement.

What youll bring:

• Education

  : Bachelors degree in Information Technology or a related field.

• Experience:

  • Minimum 3-5 years of experience in IT Service Management, End-user support roles, with at least 2-3 years in process ownership or business analysis.
  • Experience working in global or multi-regional environments is highly desirable.

• Technical Knowledge:

  • Deep understanding of ITIL processes, with practical experience in key ITSM processes such as

    Change Management, Incident Management, and Problem Management.

  • Strong experience with ITSM tools such as Jira Service Management, ServiceNow, or other service management platforms.
  • Strong experience in process analytics and reporting.

• Certifications

  : ITIL v4 Foundation certification is required;

• Business Analysis Skills:

  • Proven ability to elicit, document, and manage business requirements, ensuring they are aligned with both business goals and technical feasibility.
  • Strong analytical skills to assess process performance and identify opportunities for improvement.

• Leadership & Communication Skills:

  • Excellent interpersonal and communication skills, capable of working with global stakeholders across multiple regions, different teams and customers.
  • Ability to manage and facilitate collaboration between cross-functional teams.

• Process Improvement Focus:

  • Experience in process re-engineering, including identifying and implementing automation and efficiency gains.
  • Strong problem-solving skills, capable of identifying root causes and implementing lasting solutions.

Languages

Experience -