ITSM Engineer

Position Overview:

We are seeking a skilled ITSM & Monitoring Administrator to manage and maintain our IT Service Management (ITSM) and monitoring solutions. The ITSM & Monitoring Administrator will play a critical role in ensuring the reliability, performance, and security of our IT infrastructure and applications by configuring, monitoring, and supporting ITSM and monitoring tools. This individual will work closely with cross-functional teams to address incidents, implement changes, and optimize ITSM and monitoring processes.

Key Responsibilities:

1. Administer ITSM platforms (e.g., ServiceNow, Atlassian) and monitoring tools (e.g., DataDog, SolarWinds) to ensure smooth operation and optimal performance.
2. Configure and maintain ITSM modules and workflows, including incident management, problem management, patch management, change management, and service request management processes.
3. Manage user accounts, roles, permissions, and access controls within ITSM and monitoring platforms.
4. Configure and manage monitoring solutions to monitor the performance, health, and security of IT infrastructure and applications.
5. Monitor ITSM and monitoring platforms for alerts, events, and performance issues, and troubleshoot and resolve issues as needed.
6. Coordinate with IT infrastructure teams to implement changes, updates, and enhancements to ITSM and monitoring configurations.
7. Provide technical support and assistance to users, including troubleshooting ITSM and monitoring-related issues and responding to service requests.
8. Document ITSM and monitoring configurations, procedures, and best practices.
9. Collaborate with ITSM and monitoring vendors to resolve technical issues, apply patches and updates, and implement new features.
10. Drive solutions for automation to replace manual processes.
11. Research and implement solutions for self-service.
12. Stay informed about industry trends, best practices, and emerging technologies in ITSM and monitoring.

Qualifications:

• Bachelor's degree in Computer Science, Information Technology, or a related field; relevant certifications and experience may be considered in lieu of a degree.
• Proven experience as an ITSM & Monitoring Administrator or similar role, with hands-on experience administering ITSM and monitoring solutions.
• Experience with ITSM platforms such as ServiceNow, Atlassian or similar, as well as monitoring tools such as DataDog, SolarWinds, or similar.
• Strong technical skills in configuring, customizing, and administering ITSM and monitoring platforms.
• Experience with patching tools such as Tanium or BigFix.
• Knowledge of ITIL processes and frameworks, particularly incident management, problem management, and change management.
• Experience with troubleshooting ITSM and monitoring-related issues and providing technical support to users.
• Excellent communication and collaboration skills, with the ability to work effectively with cross-functional teams.