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Title: IT Service Management Process Engineer

The role of the IT Service Management Process Engineer is to manage, govern and improve the processes, products and integration of the ITSM toolset deployed within Agilisys and our clients' environments.

The role will define the behaviour of these systems and prioritise development and enhancements to align with existing commitments to internal and external stakeholders.

Location: North West Preferred, Flexible UK, (Hybrid - there may on occasion be an element of travel within the UK and overnight stays can be expected)

The way we work reflects the values at the heart of our business:

Partnership, we become one team and family with organisations, helping them to navigate change and stay agile.

Integrity, our people really care, going beyond the brief to make change happen for organisations and citizens.

Innovation, we bring together the right technologies and services to design solutions that work.

Passion, we are passionate about — and dedicated to — public services and improving people's lives.

How will you spend your days?

Reporting to the Head of Strategy & Design, you will work collaboratively with relevant stakeholders to implement ITSM changes successfully, managing the pipeline of IT change ensuring stakeholder engagement and minimising the potential for a negative impact to IT Shared Services.

The role is responsible for governing and coordinating key aspects of requests for improvement to the ITSM tooling and processes and the contractual obligations to the clients and manage this through the whole development and operational lifecycle.

The role will also own the relationship with the ITSM tool vendors and manage enhancements and updates from those third partis in addition to the internal change management.

The IT Service Management Process Engineer will act as the gatekeeper for improvements entering operational support and establish the underpinning procedures and governance in line and collaboration with the other service management team leads.

Key Role Deliverables

• Manage the operation and enhancement of the ITSM tools and the integrations both upstream (capturing environment data and downstream (reporting and analytics)


• Manage the relationship with the ITSM tool vendors and ensure that Agilisys maximises the value of the tools and their improvement.


• Work with the service desk and operational teams to review and improve the operation of the ITSM tool


• Manage customisations and other changes to the ITSM tool chain.


• Create effective documentation and training material around use of the tools.

How will you stand out?

• An independent and confident individual with the ability to work alone and in a high-pressure environment for long periods.


• Experience of working with internal business and external stakeholders at all levels.


• Strong communication skills and the ability to articulate IT change delivery and impact across the business.


• A good understanding of ITIL Service management roles and documentation – and ideally have experience of Hornbill and ServiceNow


• Experience with IT support in a corporate environment.


• A strong understanding of the Project Lifecycle and experience working on complex and multiple simultaneous IT projects.


• The ability to review and produce reporting.


• Excellent communication and stakeholder management skills.


• Evidence of successfully transitioning services from build environments into operation.


• In-depth knowledge of service delivery life cycles, methodologies, and tools.


• Ability to identify technical and business risk and effective mitigation planning.


• Previous experience of working within a Service Transition role.


• Strong knowledge of project lifecycle, working with project managers in transitioning services into live.


• Ability to facilitate focused meetings and manage any conflicts to an acceptable resolution, showing agility and the ability to be creative.


• Excellent written and oral communication skills.


• Sense of thoroughness and initiative.

What we can offer you:

This role will offer exposure to the right mix of challenges, within a culture that promotes continuous learning and development.

Benefits include:

• Enhanced Pension Scheme


• Health Insurance


• Life Assurance


• Access to exclusive discounts and offers through the company's "Perks at Work" scheme


• 25 days annual leave (with the option to buy more)

Process

Simply submit your CV.

We invest in our recruitment process to ensure we attract the very best talent. Individuals seeking employment at Agilisys must note that we see diversity as something that creates a better workplace and delivers better outcomes. As such, we are keen to maximise the diversity of our workforce and actively encourage applications from all.

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