IT Systems Management Expert
1 week ago
Job Overview
Global Technology Solutions Ltd is seeking an experienced IT Systems Management Expert to join our team. As a key member of our service delivery team, you will play a crucial role in ensuring the smooth operation of our technology platforms.
About the Role
We are looking for a highly skilled and motivated individual to oversee the management of our IT services. This includes leading the Service Desk team, ensuring top-quality end-user support through Jira ITSM, managing incidents, requests, and problem records, maintaining SLAs and KPIs. You will also be responsible for overseeing platform operations on ServiceNow within AWS, ensuring stability, compliance, and a secure environment with support from Systems Administrators.
Key Responsibilities
- Lead the Service Desk team, ensuring top-quality end-user support through Jira ITSM to manage incidents, requests, and problem records, maintaining SLAs and KPIs.
- Oversee platform operations on ServiceNow within AWS, ensuring stability, compliance, and a secure environment with support from Systems Administrators.
- Ensure accurate configuration and asset management in the ServiceNow CMDB to support reliable service delivery.
- Implement and monitor business continuity and incident response plans using AWS CloudTrail and CloudWatch for proactive security and system health tracking.
- Customize ITSM processes in Jira and ServiceNow to align with MOD standards, continuously improving workflows and adhering to ITIL best practices.
- Collaborate on service enhancement initiatives, tracking and optimizing processes with DevOps and SOC teams to support a high-security environment.
Essential Skills & Experience
- Jira ITSM Proficiency: Skilled in managing incidents, requests, changes, and problem records with full compliance to SLAs and ITSM practices.
- ServiceNow Expertise: Experience managing workflows, application configurations, and user access in AWS-hosted environments.
- AWS Cloud Monitoring: Proficient in AWS CloudTrail and CloudWatch for security and activity audits.
- Configuration Management: Knowledgeable in ServiceNow CMDB for accurate asset and configuration management.
- Leadership: Strong leadership and collaboration skills to drive service improvements and stakeholder engagement.
- ITIL Certification: ITIL v3/v4 certified, with a focus on Incident, Change, and Service Management.
- MOD Framework Knowledge: Familiar with MOD's SIAM framework and Defence Service Management Framework.
- AWS IAM and RDS: Experience in AWS IAM for secure access and AWS RDS (e.g., MariaDB) in ServiceNow.
- Security and Optimization: Knowledge of NGINX for traffic routing and managing access in secure environments.
Salary & Benefits
The salary range for this position is £40,000 - £50,000 per annum, depending on experience. We offer a comprehensive benefits package, including private healthcare, unlimited holiday policy, in-house training, auto-enrolment pension scheme, and a balanced work environment with employee socials and events.
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