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