IT Service Management Engineer

CORE DUTIES:

1. Establish and execute IT service management strategies in alignment with business objectives.

2. Gather, analyze, and translate requirements into documentation and conceptual ITSM platform design, development and optimization of ITSM processes (Incident, Change, Problem, and Service Request Management), Configuration Management Database (CMDB) and Asset Management initiatives.

3. Architect ITSM solutions that enhance service delivery, efficiency, and client satisfaction.

4. Administer and support ITSM tools (e.g., BMC, FreshService, ServiceNow, Jira Service Management) to improve reporting and operational capabilities.

5. Collaborate with IT and business stakeholders to define service levels, create service catalogs, and ensure compliance with SLAs.

6. Develop and implement metrics and KPIs to measure ITSM strategy effectiveness, identify improvement areas, and recommend solutions.

7. Analyze service performance data to drive continuous improvement initiatives.

8. Prepare and deliver presentations, demos, and workshops showcasing ITSM capabilities and innovations to internal and external stakeholders.

9. Facilitate training sessions and workshops to promote ITSM best practices across the organization.

10. Stay updated on emerging ITSM trends, technologies, and methodologies to recommend innovations for improving IT services.

11. Develop and maintain documentation for ITSM processes, frameworks, and architectures.

12. Work with the Enterprise Application team to manage Promega's diverse software portfolio.

13. Demonstrates inclusion through their own words and actions and is accountable for a safe workspace. Acts with kindness, curiosity, and respect for others.

14. Embraces and incorporates Promega's 6 Emotional & Social Intelligence (ESI) core principles in daily work.

15. Understands and complies with ethical, legal, and regulatory requirements applicable to our business.

KEY QUALIFICATIONS:

1. Bachelor's degree in a relevant discipline (e.g., Business Administration, Information Systems, Computer Science).

2. 3-5 years of experience in designing, implementing, or operating ITSM tools and processes, with expertise in platforms like BMC, ServiceNow, FreshService or Jira Service Management. Proficiency in ITIL frameworks, particularly in Incident, Change, and Problem Management processes.

3. Experience integrating ITSM tools with enterprise systems (e.g., M365, SharePointAzure, CRM, ERP) and using APIs to streamline workflows.

4. Strong analytical and problem-solving skills, with an ability to manage multiple priorities effectively.

5. Proficiency in scripting languages (e.g., Python, PowerShell) to automate workflows and enhance ITSM tool functionality.

6. Familiarity with Agile and DevOps practices as they intersect with ITSM processes.

7. Excellent communication and interpersonal skills, with the ability to convey complex concepts to technical and non-technical audiences.

PREFERRED QUALIFICATIONS:

1. ITIL certification or certifications in ITSM tools.

2. Experience leading large-scale IT service management transformation projects.

3. Knowledge of IT security standards and compliance regulations relevant to ITSM.

4. Familiarity with automation tools and techniques to streamline ITSM processes.

5. Experience with project management or Agile methodologies.

PHYSICAL DEMANDS:

1. Ability to remain stationary for several hours at a time.

2. Ability to operate computers and use standard office applications.

3. Ability to travel as required, including international travel.

At Promega, we value diversity and strive to create an inclusive workplace. We are proud to be an Equal Opportunity Employer, making employment decisions without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran status, disability, or any other protected class.