The IT Service Management (ITSM) Engineer is responsible for designing, implementing, and managing the processes and tools that ensure efficient and effective delivery of IT services.
This includes configuration management, incident management, problem management, and service request management, among others.
The ITSM Engineer plays a crucial role in ensuring alignment between IT services and business needs while ensuring high levels of service quality and customer satisfaction. Responsibilities:
Design, implement, and maintain ITSM processes based on ITIL (Information Technology Infrastructure Library) best practices.
Coordinate and manage the response to IT incidents, ensuring minimal disruption to business operations.
Manage and ensure timely resolution of service requests, including hardware/software provisioning and user access requests.
Oversee the change management process to ensure minimal risk and disruption during changes to IT systems. Technical Skills:
