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Job ID:42640
Location:Birmingham : 1 Trinity Park : Bi
Position Category:Information Technology
Position Type:Employee Regular
Role Purpose
The ITSM Support Engineer role within LRQA will play a pivotal role in ensuring seamless operation, continuous improvement, and strategic alignment of IT Service Management processes across the division. The primary purpose of this role is to manage, maintain and enhance the ITSM platform to support the delivery of high-quality, secure, and efficient services to our clients. There is a move to centralise the Service tool across other areas of the business for generic case management tasks, so supporting those services will also be required.
This role contributes significantly to the secure, efficient delivery of LRQA’s services, ensuring compliance, resilience, and customer satisfaction are maintained at the highest levels. The ITSM Support Engineer role will be instrumental in driving continuous improvement and supporting strategic objectives in an ever-evolving landscape.
The successful person will be required to collaborate closely with cross-functional teams to ensure processes are streamlined and efficient and liaise with 3rd party vendors.
Key Role Responsibilities
- Platform Administration - Oversee the configuration, optimisation, and administration of the ITSM/Case Management tool, ensuring they are up to date, secure, and tailored to meet the organisations ever-evolving needs.
- Service Design – Scope requirements, implement and enforce best practices aligned with ITIL framework to create new service areas, and configure workflows and automation rules for process efficiencies.
- Incident and Problem Management – Implement and monitor robust incident and problem management practices, ensuring our teams have an effective response to cyber security issues, and minimising service disruptions.
- Change Management - Coordinate change management processes to manage risks associated with updates and modifications, enhancing the security posture and compliance.
- Process Improvement – Identify opportunities for process enhancement within the ITSM tool in adherence to the ITIL framework, applying best practices to boost operational efficiency, service quality, and end-user satisfaction and also conduct regular assessments for optimisation.
- Service Catalogue & Asset Management – Maintain and update the service catalogue and asset inventory, ensuring alignment with cyber security requirements and business priorities.
- Audit – continuous audit of processes, user groups & permissions, system stability and performance, including SLA monitoring and review and audit system logs and general user activity.
- Integrations – Implement and configure integrations with other business tools using API’s/Webhooks/Plugins.
- Collaboration – Work with cross-functional teams including security operations and other business units to facilitate effective communication and align IT service delivery with strategic goals.
- Documentation and Reporting – Create and maintain detailed documentation for all ITSM processes and produce regular performance and compliance reports and develop the ITSM Knowledge Base. Develop custom reports and dashboards to support business decision-making.
- User Support and Training – Provide training and support to users of the ITSM platform, fostering a culture of self-service and knowledge-sharing.
Skills/Qualifications
Essential skills required:
- Technical Expertise:
- Prior experience of configuring, developing and supporting ITSM tools such as ServiceNow, Halo (strong preference)
- Understanding of ITIL/ITSM best practice and experience with implementing ITSM processes
- Proficient knowledge of SQL and HTML
- Problem Solving - Analytical skills to troubleshoot and resolve complex system issue, ability to implement solutions effectively with a great overview of the system.
- Communication – Excellent written and verbal communication skills to articulate technical information clearly to various stakeholders.
- Collaboration – Strong Interpersonal skills for building relationships across teams and driving process improvements.
- Certifications:
Desirable Skills:
- Innovative thinker
- High level of organisational skills
- Leadership
- Critical thinking and attention to detail
- Ability to perform under pressure
- Exceptional stakeholder skills
- Excellent stakeholder management and influencing skills
- Excellent customer service skills
- Relentless Client Focus
- Building commitment within the team
- Critical thinker and problem-solving skills
- Team player
Diversity and Inclusion at LRQA:
We are on a mission to be the place where we all want to work and we are passionate about embracing different perspectives because we understand the value this brings to our business, our clients and each other. We are all about creating a safer and more sustainable future and our inclusive culture is right at the heart of our business.
Together our employees make our communities better and we want you to be part of our diverse team!
LRQA is a leading global assurance provider. The integrity and expertise we bring to our partnership with clients support their journey to a safer, more secure and more sustainable future. ( Group entities ).
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