IT Service Management Engineer

Client Industry: Software Company

Location: Mid Valley

Key Responsibilities:

• Design and maintain ITSM processes including Incident, Problem, Change, and Request Management.
• Configure and manage ITSM tools (e.g., ServiceNow) to support service workflows and reporting.
• Monitor service performance and ensure adherence to SLAs and KPIs.
• Coordinate with IT support teams and vendors to resolve service issues and improve response times.
• Develop and maintain service documentation, knowledge base articles, and process guides.
• Conduct root cause analysis and implement corrective actions for recurring issues.
• Support service reviews, audits, and compliance activities.
• Drive continuous improvement initiatives to enhance service delivery and user satisfaction.
• Provide training and guidance to IT staff on ITSM processes and tools.
• Collaborate with cybersecurity, infrastructure, and application teams to ensure integrated service management.

Key Requirements:

• Bachelor's degree in information technology, Computer Science, or related field.
• 3-7 years of experience in IT service management or IT operations roles.
• ITIL certification (Foundation or higher) is preferred.
• Experience in a global enterprise environment is beneficial.
• Experience with ITSM platforms such as ServiceNow, BMC Remedy, or similar.

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