Lead Service Automation Engineer (ITSM)

Job Description Summary:
The Lead IT Service Automation Engineer (ITSM) plays a key role in driving continuous improvement in both IT and enterprise service management by facilitating ITIL-based practices including ITSM (Incident Management, Problem Management, Change Management, Knowledge Management, Service Portal, Service Catalog), ITOM (CMDB, Service Mapping, Event Management, etc.), automation, self service, and business process engineering. This is a techno-functional role that requires enterprise stakeholder collaboration, the ability to understand business requirements and transform them to process design, as well as hands-on, service management platform administration. The successful candidate will also have strong skills in project management, communication, training and a strong customer service orientation.


Responsibilities:

• Develop, implement, and manage ITSM processes, including Incident Management, Problem Management, Change Management, Service Request Management, and Knowledge Management.

• Ensure ITSM processes are adhered to and integrated into the service management tools to optimize efficiency and effectiveness across IT teams.

• Support the IT operations and service delivery teams with IT process management including training sessions, awareness programs, KPI and data analysis, reporting and dashboard creation/guidance.

• Collaborate with business service owners and various operations teams (HR, Finance, Facilities, etc.) to gather requirements, address service-related issues, and ensure alignment between IT and business objectives.

• Assist in the configuration, administration, and enhancement of service management tools (Wolken Software and Moveworks) and project management tools (Jira Software, Confluence).

• Maintain up-to-date documentation for ITSM processes, procedures, and guidelines.

Required Experience/Skills:

• Bachelor s degree in IT, Computer Science, or equivalent experience.

• Minimum 8 years of experience in IT service management or a related IT role.

• Strong understanding of ITSM best practices and procedures with experience implementing them in an IT organization in a medium to large enterprise environment.

• Experience with basic administration of ITSM platforms such as ServiceNow, Jira Service Management or BMC Remedy.

• Experience in Python and API integration, along with coding experience.

• Experience collecting business requirements and processes and transforming them into a design that integrates with service management tools.

• Experienced with administering a CMDB, data analysis and report generation.

• Conceptual understanding of JIRA Software and Confluence.

• Strong communication and interpersonal skills for effective stakeholder engagement, presentations and training.

• Experience creating run books, SOPs, business process diagrams and systems configuration documentation.

• Strong analytical, problem-solving, negotiation, task and project management, and organizational skills.

• Ability to manage multiple priorities and work in a fast-paced environment.

• Willingness to work during IST night hours as needed to facilitate meetings with stakeholders in other regions.

Optional Experience/Skills:

• ITIL v3/v4 Foundation certification

• Jira Software, Confluence and other Atlassian platform administration

• Design and implementation of a CMDB and the related processes

• Agile project management (Scrum, Kanban, etc.)

• An understanding of IT infrastructure, business applications and data management principles