IT Service Management Engineer

About the Role

Client is seeking an experienced ITSM Automation Specialist to design, configure, and automate ITSM tools and workflows that enhance service delivery and operational efficiency. This role supports the migration from ServiceNow to TeamDynamix and involves close collaboration with cross-functional teams to implement scalable, high-impact solutions.

Key Responsibilities

·         Design, document, and configure ITSM solutions aligned with business needs

·         Automate workflows and processes to improve scalability and efficiency

·         Collaborate with stakeholders to develop innovative service delivery models

·         Define integration requirements between ITSM platforms and enterprise systems

·         Provide guidance and training to IT staff and end-users on ITSM tools

·         Monitor KPIs and metrics to identify and implement improvements

·         Mentor junior team members and offer technical leadership

·         Participate in on-call rotation, including occasional after-hours/weekend support

Basic Qualifications

·         3+ years of professional experience in ITSM (work, education, military, or transferable skills considered)

·         Hands-on experience with ITSM platforms such as TeamDynamix (TDX), Jira, or ServiceNow

·         Strong understanding of ITSM processes: incident, change, release, configuration

·         Proven ability to automate workflows and analyze performance metrics

·         Excellent communication and stakeholder engagement skills

·         Experience mentoring team members and guiding technical decisions

·         Familiarity with cloud computing and DevOps practices

·         Self-driven, resilient, and collaborative mindset

Preferred Qualifications

·         Experience migrating ITSM platforms (e.g., ServiceNow to TeamDynamix)

·         Background in AI and automation for process optimization

·         Knowledge of ITSM practices in product-led organizations

·         Experience with cloud-based ITSM solutions

·         Comfortable engaging with business stakeholders and leadership