ITSM Toolset Manager

30000.00 - 40000.00 GBP Annual
31 Mar 2021
28 Apr 2021
Contract Type
Full Time
ITSM Toolset Manager

Opportunity for an IT Service Management (ITSM) professional to join a large-scale, multinational group as the in-house ITSM tooling specialist, within a sizeable centralised shared IT service function, supporting group businesses and tens-of-thousands of end-users internationally.

This is a large-scale, complex group organisation, with an extensive, diverse IT estate and continual pipeline of technology investment and major transformation. You will play a key role in supporting the successful delivery of IT operations and services by taking ownership of the ITSM toolset, ensuring its effectiveness in support of ITSM requirements and strategy. Your work will span both day-to-day Systems Administration and support of the ITSM tool (including debugging, Master Data Management) and delivering enhancements (automations, process improvements etc).

Key responsibilities will include:

Provide user support and systems administration for the ITSM tool, drawing on external third-party support where needed for complex technical troubleshooting/bug-fixing.
Work closely with peers across the ITSM team to develop, manage and deliver a roadmap of improvements and enhancements
Create and configure workflows, business rules, reporting etc in the ITSM toolset
Create and keep up-to-date all supporting knowledge base and training documentation
Support broader projects, particularly ITSM tool integration with other external systems and data sources.
Lead on system upgrades, following formal project lifecycle best-practices to minimise risk and disruption
???.. and more, as the in-house ITSM tool guru and championWhat our client is looking for?

A track record of managing ITSM toolsets, ideally with experience of ServiceNow, ZenDesk, JSM, Cherwell or Similar ITSM Toolsets.
A strong understanding of IT Service Management processes, workflows, configuration management etc
Experience in ITSM tool/systems configuration and ideally some exposrue to integration API's (not essential)
Ideally also report and dashboard building experience
Strong knowledge of IT Infrastructure environments.
Ideally, you'll have experience in planning and delivery of concurrent complex cross-business change projects. ITIL accredited, ideally with a Prince 2 (or equivalent), Project Management qualification (not essential)
Understanding of software development lifecycle would also be beneficial
A service champion. Collaborative, supportive team member who can take ownership for the ITSM systems work under their own steam.???.. and more, aligned to the responsibilities (full Job Description available)

Note; we are interested in hearing from all IT Service Management professionals, with strengths around ITSM tool support and configuration, whether you meet all, or some of the criteria. Training and support can be provided.

The role will be based in the Sunderland area.

Paying a competative package and corporate benefits

Great opportunity to utilise and further develop your ITSM skills, in a large-scale group organisation providing a steady flow of challenges. Fantastic working culture, work-life balance and a great team of people.

Want to hear more? We'd love to hear from you. Apply with your CV now

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