Allen Lane
ITSM Engineer
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ITSM Engineer - £45,852 to £53,319
Department: Digital and Resident Experience
Reports to: ITSM Lead
Job Description
Find out more here.
About us
This is a rare opportunity to be the technical expert behind the platform that keeps a major London council's services running. Southwark is building a brand new Digital and Resident Experience, and as ITSM Engineer, you'll be the lead technical specialist for the Council's ITSM and Service Monitoring platform, building and maintaining the tools that underpin how technology services are delivered.
You'll join at a genuinely exciting time for the council, as we invest in our people and technology to better serve more than 300,000 residents across Southwark's diverse communities. You'll translate the service requirements set by the ITSM Lead into well-engineered technical solutions, mentor administrators and superusers and provide deep technical expertise during major incidents. If you're a hands-on ITSM platform specialist who wants to build something that genuinely improves how a council serves its residents, we'd love to hear from you.
About the role
The ITSM Engineer builds and runs the platform council staff use to report problems and ask for help. When it works well, frontline colleagues get back to serving residents faster.
In this role, you will:
- Design workflows and self-service that are simple to use, so staff helping residents can get what they need without calling the service desk.
- Spend time with colleagues across council services to see how they use the platform and use what you learn to improve it.
- Share knowledge with the wider technology team and bring forward ideas to improve the platform.
- Design, configure and maintain the council's ITSM and Service Monitoring platform, including its modules, workflows and forms, translating service requirements into well-engineered technical solutions.
- Design, build and maintain integrations between the ITSM and Service Monitoring platform and other enterprise systems, including identity, HR and asset management systems.
- Develop automation and orchestration across the platform to improve efficiency and reduce manual effort and identify and implement technical improvements.
- Provide expert technical support, resolving complex platform issues and supporting major incident management with technical expertise and platform resolution.
- Maintain the development, test and production environments for the platform, managing configuration, deployment and release activity.
- Develop and maintain dashboards, reports and service analytics, and provide technical guidance, mentoring and training to administrators and superusers.
- Configure, administer and maintain the council's service monitoring and observability platform, developing integrations that support automated incident creation and proactive service management.
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What we're looking for
We're seeking a credible service management professional who brings:
- Strong knowledge of IT service management principles and the ITIL framework, with detailed technical knowledge of ITSM and Service Monitoring platforms.
- Knowledge of integration technologies, including APIs and common identity, HR and asset systems, and of automation and orchestration techniques and scripting.
- Substantial experience of configuring, customising and maintaining ITSM and Service Monitoring platforms in a complex organisation, ideally within local government or the public sector.
- Experience of designing and building integrations between enterprise systems, and of developing automation and orchestration to improve service efficiency.
- Strong analytical and problem-solving skills, with the ability to communicate technical matters clearly to both technical and non-technical audiences.
- A focus on service quality and the end-user experience and a commitment to continuous learning and to keeping current with ITSM tools and practice.
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Additional information
Guaranteed Interview Scheme:
As part of our commitment to inclusion, we offer guaranteed interviews for specific groups of people. To qualify, you'll need to meet the minimum requirements for the role, and identify with one of the below criteria:
- Members of the Armed Forces and veterans
- Are currently in care, or have previously been in care
- If you consider yourself to be disabled or if you have a long-term health condition
We are an organisation who is passionate about our people and understands that richness of diversity is a requirement to provide the best possible services to our communities. This is demonstrated through our council-wide ambitious commitment to tackle racial inequality in our communities and workforce through our Southwark Stands Together programme. We particularly welcome applications from members of the Black, Asian and ethnic minority communities to increase representation at senior management level in the Council.
To Apply
Please visit our dedicated microsite and follow application instructions:
ITSM Engineer | Southwark
For enquiries, please contact southwark@allenlane.co.uk
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