Title:  ITSM Principal Engineer

We are looking for a dedicated ITSM Principal Engineer with at least 2-3 years of experience in ITSM to join our growing team. In this role, you will be responsible for implementing and managing IT Service Management (ITSM) processes and tools to improve service delivery and support for our external clients. You will work closely with cross-functional teams to ensure best practices are followed and that our IT services align with business objectives.

Key Responsibilities:

• Design, implement, and optimize ITSM processes, including Incident Management, Change Management, Problem Management, and Service Request Management.
• Administer and support ITSM tools (e.g., BMC, ServiceNow, Jira Service Management) to enhance service delivery and reporting capabilities.
• Collaborate with IT and business teams to define service levels, create service catalogues, and ensure compliance with agreed-upon service level agreements (SLAs).
• Analyse service performance metrics and trends to identify areas for improvement and implement solutions.
• Collaborate with the sales team to understand client requirements and demonstrate how our ITSM solutions can address their specific needs.
• Prepare and deliver presentations, demos, and workshops to potential clients showcasing the capabilities and benefits of our ITSM tools.
• Facilitate training sessions and workshops to promote ITSM best practices and tool usage across the organization.
• Assist in the development and maintenance of ITSM documentation, including process flows, user guides, and knowledge articles.
• Participate in continuous improvement initiatives to enhance IT service quality and efficiency.

Job Requirements:

• 2-3 years of experience in Design, Implement or operations of IT Service Management tools or a related role, with a strong focus on ITSM tools and processes.
• Proficiency in ITSM platforms such as BMC, ServiceNow, Jira Service Management, or similar tools in deployment and operations.
• Understanding of ITIL (Information Technology Infrastructure Library) frameworks and best practices.
• Experience with incident, change, and problem management processes.
• Strong analytical and problem-solving skills, with the ability to manage multiple tasks effectively.
• Excellent communication and interpersonal skills, with a collaborative approach to working with teams.
• Experience integrating ITSM tools (e.g., ServiceNow, BMC, Jira) with other enterprise systems (e.g., monitoring tools, CRM, ERP).
• Proficiency in using APIs to connect ITSM tools with other applications to streamline workflows and data exchange.
• Familiarity with integrating third-party services or applications that enhance ITSM capabilities (e.g., chatbots for incident reporting).
• Proficiency in scripting languages (e.g., Python, PowerShell) to automate repetitive tasks and enhance ITSM tool functionality.
• Ability to design and implement automated workflows that enhance service delivery and reduce manual intervention.

Preferred Qualifications:

• ITIL certification or other relevant ITSM tools certifications.
• Familiarity with automation tools and techniques to streamline ITSM processes.
• Experience in project management or agile methodologies.

Work location: Jurong East