Senior Engineer - IT System Operations

Position Responsibilities:

Process Design & Governance

Design, document, and maintain ITSM process definitions, workflows, policies, roles and responsibilities (RACI), and procedures aligned to ITIL 4.

Establish and enforce process governance, standards, and control points, ensuring compliance with internal policy and audit requirements.

Serve as the subject-matter expert and escalation point for ITIL process questions and process-related decisions.

Incident, Problem & Major Incident Management

Operate and improve Incident and Problem Management, including major incident coordination, root-cause analysis, and known-error management.

Define and maintain priority and severity models, escalation paths, and service targets to drive rapid, consistent resolution.

Change & Release Management

Administer the Change Management process across standard, normal, and emergency changes, including Change Advisory Board (CAB) facilitation and change risk assessment.

Coordinate releases and change scheduling to reduce change-related incidents and protect service stability.

Service Request, Catalog & Knowledge Management

Maintain the service catalog and request fulfillment processes; streamline request workflows, approvals, and fulfillment.

Champion Knowledge-Centered Service (KCS) practices and maintain an accurate, well-governed knowledge base.

Service Level Management

Define, monitor, and report on SLAs, OLAs, and underpinning targets, and drive accountability against them.

ITSM Platform Enablement

Translate process requirements into ServiceNow configuration; partner with platform developers and administrators to implement workflows, forms, SLAs, and notifications.

Validate that platform implementation aligns with approved process design, and support user acceptance testing (UAT).

Metrics, Reporting & Continual Improvement

Define and track ITSM key performance indicators (KPIs) and critical success factors; build dashboards and reports for IT leadership and stakeholders.

Lead Continual Service Improvement (CSI) initiatives, identifying automation and efficiency opportunities and advancing ITSM process maturity.

Adoption, Training & Documentation

Drive process adoption through training, communication, and stakeholder engagement across IT teams.

Maintain process documentation, runbooks, and work instructions to a consistent, audit-ready standard.

Qualifications:

Bachelor’s degree in information technology, Computer Science, or a related field, or equivalent professional experience.
3-5+ years of experience in IT service management or ITSM process roles.
ITIL 4 Foundation certification.
Deep, hands-on knowledge of core ITIL practices — Incident, Problem, Change, Request, Service Level, Knowledge, and Configuration Management.
Experience operating ITSM processes on an enterprise platform such as ServiceNow.
Strong process design, documentation, and facilitation skills, including experience running forums such as CABs or major incident bridges.
Analytical skills with demonstrated experience defining and reporting ITSM metrics and KPIs.
Preferred Qualifications:
ITIL 4 Managing Professional (MP) or relevant intermediate/specialist modules.
ServiceNow ITSM experience and familiarity with ServiceNow certifications (e.g., Certified System Administrator, CIS - ITSM).
Experience with Continual Service Improvement and process maturity assessment frameworks.
Experience in a regulated or professional services environment, including support for audits such as SOC 2.
Working knowledge of adjacent frameworks and ways of working (Agile, DevOps, COBIT).
Experience implementing Knowledge-Centered Service (KCS).
Technical & Process Skills
Frameworks: ITIL 4 service value system and management practices; Continual Service Improvement.
Platform: ServiceNow ITSM — Incident, Problem, Change, Request, Service Catalog, Knowledge, SLA management, Performance Analytics.
Process & Analysis: Process modeling and documentation (e.g., BPMN, Visio), RACI, KPI and metrics definition, dashboards and reporting.
Core Competencies
Strong process discipline with a structured, detail-oriented approach.
Excellent facilitation and stakeholder-management skills, including under pressure during major incidents.
Clear written and verbal communication with technical and non-technical audiences.
Effective cross-functional collaboration across IT operations, engineering, and service management teams.
Ownership, accountability, and a continual-improvement mindset.
Work Environment
Hybrid work arrangement in accordance with firm policy.
Schedule: dayshift (7am-4pm or 9am-6pm PHT)
Occasional after-hours availability may be required to support major incidents, change windows, and scheduled maintenance.