Title: IT Service Management Process Engineer Location: North West Preferred (Hybrid - there may on occasion be an element of travel within the UK and overnight stays can be expected) Division: IT Service Management Reports to: Head of Strategy Design Are you ready to drive digital transformation and innovation within a dynamic organisation focused on delivering exceptional public services? Do you have a passion for managing, governing and improving the processes, products and integration of the ITSM toolset? Do you want to have the opportunity to define the behaviour of these systems and prioritise development and enhancements? If so, we would love to hear from you! ABOUT US Agilisys is at the forefront of digital transformation and innovation in the public services sector. With over two decades of experience, we have established ourselves as a trusted partner for governments, local authorities, and organizations nationwide. Our mission is to empower our clients to deliver exceptional public services by harnessing the full potential of technology and data. OUR VALUES Partnership: we become one team and family with organisations, helping them to navigate change and stay agile. Integrity: our people really care, going beyond the brief to make change happen for organisations and citizens. Innovation: we bring together the right technologies and services to design solutions that work. Passion: we are passionate about - and dedicated to - public services and improving people s lives. THE ROLE Key responsibilities The IT Service Management Process Engineer is a vital role within Agilisys and this role will manage, govern and improve the processes, products and integration of the ITSM toolset deployed within Agilisys and our clients environments. Specific duties Depending on the project, you will need to be comfortable doing the following: Manage the operation and enhancement of the ITSM tools and the integrations both upstream (capturing environment data and downstream (reporting and analytics) Manage the relationship with the ITSM tool vendors and ensure that Agilisys maximises the value of the tools and their improvement. Work with the service desk and operational teams to review and improve the operation of the ITSM tool Manage customisations and other changes to the ITSM tool chain. Create effective documentation and training material around use of the tools. Opportunity This role is an excellent platform for experienced professionals to take their career to the next level. As an IT Service Management Process Engineer, you will have the opportunity to define the behaviour of these systems and prioritise development and enhancements to align with existing commitments to internal and external stakeholders. ABOUT YOU The ideal candidate will have a track-record in delivering results while embracing change and uncertainty. Excellent stakeholder management experience is essential to being successful in this role. The Ideal Candidate Experience of working with internal business and external stakeholders at all levels. Strong communication skills and the ability to articulate IT change delivery and impact across the business. A good understanding of ITIL Service management roles and documentation â and ideally have experience of Hornbill and ServiceNow Experience with IT support in a corporate environment. A strong understanding of the Project Lifecycle and experience working on complex and multiple simultaneous IT projects. The ability to review and produce reporting. Excellent communication and stakeholder management skills. Evidence of successfully transitioning services from build environments into operation. In-depth knowledge of service delivery life cycles, methodologies, and tools. Ability to identify technical and business risk and effective mitigation planning. Previous experience of working within a Service Transition role. Strong knowledge of project lifecycle, working with project managers in transitioning services into live. Ability to facilitate focused meetings and manage any conflicts to an acceptable resolution, showing agility and the ability to be creative. Excellent written and oral communication skills. Sense of thoroughness and initiative. WHAT WE CAN OFFER YOU: This role will offer exposure to the right mix of challenges, within a culture that promotes continuous learning and development. Benefits include: Enhanced Pension Scheme Health Insurance Life Assurance Access to exclusive discounts and offers through the company s Perks at Work scheme 25 days annual leave (with the option to buy more) PROCESS Simply submit your CV. By submitting your CV, you understand that we have a legitimate interest to use your personal data for the purposes of assessing your eligibility for this role. This means that we may use your personal data to contact you to discuss your CV or arrange an interview or transfer your CV to the hiring manager(s) of the role you have applied for. You can ask us at any time to remove your CV from our database by emailing
[email protected] â but please note that this means we will no longer consider you for the role you have applied for. We have a rigorous recruitment process, which we use for all our roles to ensure we attract the very best talent. Individuals seeking employment at Agilisys must note that we see diversity as something that creates a better workplace and delivers better outcomes. As such, we are keen to maximise the diversity of our workforce and actively encourage applications from all. We encourage diversity through perspective, background, identity, and thought whilst also fostering an environment where everyone can express themselves regardless of your race, religion, sex, gender, colour, national origin, disability, or any other applicable legally protected characteristic. We are committed to continuing to nurture an inclusive environment and building a diverse workforce.
