ITSM Service Design Engineer

This is a fully remote position, open to applicants in United Kingdom.

📋 Description

• Design, develop, and sustain IT service management processes in accordance with ITIL best practices and organizational requirements.

• Configure and enhance Alemba Service Manager (ASM), including workflows, service catalogs, request forms, and automation rules.

• Convert business and operational requirements into functional service designs, process maps, workflows, and technical specifications.

• Assist in the design and implementation of ITIL processes, such as incident, problem, change, request, and configuration management.

• Collaborate with business stakeholders, service owners, and technical teams to identify service requirements and deliver effective ITSM solutions.

• Create and maintain service design documentation, operational procedures, knowledge articles, and process guidelines.

• Identify opportunities for enhancing service delivery through process optimization, workflow automation, and continuous service improvement.

• Support the integration of Alemba with existing enterprise applications and IT systems.

• Contribute to service catalog management, configuration management database (CMDB) development, and IT asset management processes.

• Assist in the testing, validation, implementation, and transition of new or improved ITSM services.

• Ensure service designs incorporate suitable service levels, governance, security, and operational requirements.

• Monitor service management processes and identify opportunities to enhance efficiency, consistency, and service quality.

• Work closely with stakeholders to ensure ITSM solutions align with business objectives and operational priorities.

⛳️ Requirements

• Bachelor's degree in Computer Science, Information Technology, Software Engineering, or a related field, or equivalent practical experience.

• Demonstrated experience in IT Service Management (ITSM), ITIL-aligned service design, or ITSM solution implementation.

• Hands-on experience with Alemba Service Manager (ASM) is a must.

• Strong understanding of ITIL principles, service management frameworks, and service lifecycle practices.

• Experience in designing and configuring ITSM workflows, service catalogs, request forms, and automation processes.

• Practical knowledge of incident, problem, change, request, and configuration management.

• Experience in gathering business requirements and translating them into functional service designs and technical specifications.

• Ability to create process maps, service design documentation, workflow diagrams, and operational procedures.

• Understanding of service catalog management, CMDB, IT asset management, and service level management.

• Experience in supporting ITSM implementation, testing, service transition, and continuous improvement initiatives.

• Knowledge of ITSM platform integration with enterprise applications and supporting systems.

• Strong analytical, problem-solving, documentation, and stakeholder communication skills.

• Ability to collaborate effectively with technical teams, service owners, and business stakeholders.

• ITIL certification, preferably ITIL 4.

• Experience in a complex enterprise or public-sector IT environment would be advantageous.

• Familiarity with ITSM reporting, dashboards, service performance metrics, and workflow automation would be beneficial.

🏝️ Benefits

• Project-based Assignment; B2B Contract (Outside IR35).

• 6 months with auto-renew.

• Opportunity for repeat engagements based on performance.

• Access to CX guidance and market insights through our professional network.