ITSM Implementation Specialist

As an ITSM Implementation Specialist, you will be responsible for the administration, customisation, and maintenance of the ITSM platform (e.g., ServiceNow, BMC Remedy, Cherwell, etc.). You will work closely with IT teams and business stakeholders to ensure the platform meets organisational needs, supports ITIL processes, and delivers high-quality IT services. Your role will also involve troubleshooting platform issues, ensuring seamless integration with other tools, and driving automation and efficiency improvements.

The role

• Administer, configure, and maintain the ITSM platform, ensuring it supports all key IT service management processes.
• Customise workflows, forms, and reports to meet business and IT requirements.
• Integrate the ITSM platform with other enterprise systems (e.g., Active Directory, monitoring tools, CMDB).
• Support IT teams in using the platform effectively, providing training and guidance as needed.
• Manage platform upgrades, patches, and system health, ensuring the platform operates efficiently.
• Monitor platform performance and troubleshoot issues, working with vendors and technical support as required.
• Drive process automation and service improvement initiatives using the platform's capabilities.
• Implement ITIL best practices across incident, problem, change, request, and asset management.
• Collaborate with key stakeholders to gather requirements and deliver enhancements that align with business goals.
• Create and maintain technical documentation, including process flows and user manuals.

• Proven experience managing ITSM tools (e.g., ServiceNow, BMC Remedy, Cherwell).
• Strong knowledge of ITIL processes and frameworks, with the ability to implement best practices.
• Experience in customising ITSM platforms, including workflow creation, form design, and reporting.
• Technical expertise in integrating ITSM platforms with other systems (e.g., APIs, web services).
• Strong analytical and problem-solving skills.
• Excellent communication skills, with the ability to interact with both technical and non-technical teams.
• Ability to manage multiple tasks and projects in a fast-paced environment.
• ITIL Foundation certification would be benefical

• Flexible working hours and remote work opportunities.
• Professional development and certification reimbursement.
• Dynamic, collaborative work environment with opportunities for career growth.
• Access to the latest tools and technologies in IT service management.

If you’re passionate about IT service management and have experience with ITSM platforms, we’d love to hear from you!