Senior IT Engineer_Quality Assurance, Knowledge & Process Mgt

The Senior IT Engineer_Quality Assurance, Knowledge & Process Mgt will be responsible for end-user service quality and knowledge excellence by implementing Quality Assurance frameworks, governing Knowledge Centric Services (KCS) aligned knowledge and engineering support processes, and improving digital employee experience and cost to serve.

Requirements

• Bachelor's degree in Information Technology/Information Services or related field
• More than 5 years in Quality Assurance, Knowledge & Process Management within IT services
• Strong ITIL working knowledge
• Prior experience handling ServiceNow Knowledge & Reporting; SharePoint/Confluence
• Proficiency in Tool Stack & following Platforms : ServiceNow (Incidents/Requests, Knowledge, Performance Analytics, HAM Pro, SAM Pro, CMDB), Endpoint mgt (Microsoft Intune/Autopilot, ConfigMgr (SCCM); Jamf), Identity/Security: Entra ID (Azure AD), Microsoft Defender for Endpoint, BitLocker; MFA, Productivity/Collab: Microsoft 365 (Teams/Outlook/SharePoint); Conferencing/AV incl. Teams Rooms
• Strong understanding of process mapping & requirement gathering
• Strong analytical & problem-solving skills
• Excellent verbal & written communication skills
• Collaborate effectively with cross-functional teams
• Strong organizational & time management skills
• Attention to details