IT Operations / Service Management Engineer

Role Summary

We are looking for an experienced IT Operations / Service Management Engineer to support and enhance IT service delivery within a dynamic enterprise environment. The ideal candidate will have strong expertise in IT Service Management (ITSM), incident and change management, operational reporting, and service performance monitoring.

This role requires hands-on experience with ITSM platforms such as ChangeGear and reporting tools like Qlik Sense to drive operational excellence, service reliability, and continuous process improvement.

Key Responsibilities IT Service Management (ITSM)

• Manage and support ITSM processes including Incident, Problem, Change, and Service Request Management.
• Administer and maintain service tickets through ChangeGear, ensuring compliance with established SLAs and operational standards.
• Conduct root cause analysis (RCA) for recurring incidents and implement corrective and preventive actions.
• Facilitate change management activities including impact assessment, risk evaluation, approval coordination, and deployment tracking.
• Ensure adherence to ITIL best practices and organizational governance standards.

Incident & Operational Support

• Monitor system and service performance to maintain high availability and operational stability.
• Coordinate incident resolution activities across multiple technical and business teams.
• Provide timely communication and status updates to stakeholders during incident management processes.
• Support service continuity and operational excellence initiatives.

Reporting, Analytics & Insights

• Design, develop, and maintain dashboards and operational reports using Qlik Sense.
• Analyze service performance metrics, incident trends, and operational KPIs to identify improvement opportunities.
• Generate regular management reports covering service levels, operational performance, and system health.
• Deliver actionable insights to support data-driven operational decision-making.

Continuous Improvement

• Identify operational inefficiencies and recommend process enhancements.
• Drive service improvement initiatives to increase efficiency, reliability, and customer satisfaction.
• Support automation efforts using scripting or workflow optimization where applicable.
• Collaborate with internal stakeholders, technical teams, and vendors to improve service delivery outcomes.

Required Qualifications & Experience

• Diploma or Degree in Information Technology, Computer Science, Information Systems, or a related discipline.
• 3+ years of experience in IT Operations, Service Management, or IT Support environments.
• Hands-on experience with ITSM platforms, preferably ChangeGear.
• Strong experience in Incident, Problem, Change, and Service Request Management.
• Experience developing reports and dashboards using Qlik Sense.
• Good understanding of ITIL framework and service management best practices.
• Strong analytical, troubleshooting, and problem-solving skills.

Preferred Skills

• Experience with infrastructure monitoring and operational support tools.
• Exposure to automation or scripting technologies such as PowerShell or Python.
• Experience supporting enterprise-scale or government-sector environments.
• Familiarity with operational reporting, KPI tracking, and service improvement initiatives.

Key Competencies

• Excellent communication and stakeholder management skills.
• Strong analytical and critical thinking abilities.
• Ability to manage multiple priorities in a fast-paced operational environment.
• Detail-oriented with a strong focus on service quality and continuous improvement.
• Team player with the ability to collaborate across cross-functional teams.

Experience:

• IT Operations: 3 years (Required)
• Service Management,: 3 years (Required)
• IT Support: 1 year (Required)
• ITSM: 1 year (Required)
• ChangeGear.: 1 year (Required)
• Qlik Sense: 1 year (Required)

Work Location: In person