IT Service Management (ITSM) Engineer

Job Title: IT Service Management (ITSM) Engineer

Job Description:

• Execute day-to-day IT Service Management (ITSM) and IT Asset Management (ITAM) activities to ensure reliable, secure, and compliant IT operations.
• Monitor and support the performance, availability, and reliability of IT services and systems across the organization.
• Implement and maintain ITSM tools and workflows, ensuring accurate ticket handling, asset tracking, and SLA reporting.
• Collaborate with IT infrastructure, DevOps, and application teams to support automation, service mapping, and monitoring processes.
• Assist in audit support by ensuring ITSM/ITAM documentation and records are complete and up to date.

Key Responsibilities:

• Monitor IT systems and services to ensure uptime and performance, escalating issues as required.
• Support the configuration and maintenance of ITSM tools (e.g., ServiceNow, Jira Service Management) for ticketing, workflow, and reporting.
• Participate in incident, request, and problem management processes, including logging, triage, root cause identification, and resolution.
• Maintain and update the IT service catalog ensure services are accurately mapped to supporting infrastructure.
• Track and update asset records across the hardware and software lifecycle, ensuring compliance with license agreements and ITAM policies.
• Assist in the implementation of automated monitoring, alerting, and reporting tools in collaboration with infrastructure and DevOps teams.
• Document incidents, problems, asset changes, and resolutions clearly and consistently in ITSM tools.
• Perform quality checks on ticket data to ensure adherence to SLAs, KPIs, and ITSM standards.
• Provide technical input for audit responses and participate in control reviews related to IT operations.
• Contribute to ongoing process improvements and efficiency initiatives by identifying recurring issues and proposing automation or procedural enhancements.
• Participate in internal training, shadowing, and knowledge-sharing activities to build cross-functional capabilities.