IT Service Management (ITSM) Support

IT Service Management (ITSM) Support

The successful applicant will join the IT Service Management (ITSM) team to oversee Incidents, Problems, Changes & Service Requests utilising the ServiceNow platform.

Job Description

Incident Management:

. Provide end-to-end management of all major IT incidents across Technology Group on a 24x7 basis, ensuring resolution within established SLAs.

. Provide command and control throughout incident resolution processes, managing escalation protocols and maintaining clear communication channels with stakeholders including senior leadership.

. Perform quality reviews of incident tickets, analyse trends to identify potential major incidents, and spearhead improvement workstreams

. Carry out problem management activities including facilitating blameless post-mortems, identifying root causes, and tracking remediation actions through to closure

Change Management and service Request management:

. Chair Change Advisory Board meetings, facilitate change approvals, and drive process improvements for unsuccessful changes

. Manage service request management processes, including the development of service catalogue items and automated workflows within ServiceNow

Strategic ITSM Operations:

. Develop and implement ITSM strategies, policies, and processes aligned with organisational goals and industry best practices

. Operationalise ITSM processes through comprehensive training programmes and knowledge transfer sessions.

. Apply Site Reliability Engineering (SRE) best practices to ITSM process executions and drive workstreams for improvement

. Partner with ServiceNow Tools team on the enhancement requirements to support strategic needs of ITSM processes

Job Requirements

. Minimum 5 years of experience in IT Service Management or a similar role, preferably in a banking environment

. Comprehensive knowledge of ITIL framework and ITSM best practices

. Experience in managing major incident responses and facilitating investigation activities

. Proven ability to manage communications during high-pressure incident situations.

. Experience facilitating cross-functional meetings and presenting to senior management.

. Strong documentation skills for creating process guides and post-incident reports.

. Demonstrate strong coordination abilities and stakeholder management skills

. Proficiency with ServiceNow platform for managing Incident, Problem, Change, and Service Requests

. Experience in developing service catalogues in ServiceNow

. Ability to work effectively in a fast-paced environment

. Strong analytical, problem-solving, and time management abilities

. Relevant professional certifications in ITIL or ITSM are desirable

. Knowledge of SRE best practices would be advantageous