Sr Engineer, IT Service Mgmt - IT Infrastructure - Full Time (Remote)

The Senior Engineer, IT Service Management is responsible for the design, implementation, support, and maintenance of ITSM platforms critical to healthcare operations. This role ensures high availability and performance for ITSM processes, CMDB, and ITIL best practices. The engineer collaborates with IT teams and stakeholders to align ITSM processes and tools, advocating for technology and supporting business change. The position will be a technology advocate.

Requirements

• Five to seven years of experience in implementing and managing ITSM processes and a CMDB in an enterprise environment.
• Highly experienced information systems professional with a strong technical background and proven track record.
• Expertise in ITSM platforms (e.g., ServiceNow) and configuration of workflows, forms, and reports.
• Proficiency in scripting and automation (e.g., JavaScript, PowerShell, Python) for ITSM integrations.
• Experience with ITIL processes (change management, asset management, configuration management, incident management, knowledge management, problem management).
• Experience architecting and deploying ITSM and ITAM solutions within large enterprise environments.
• Advanced expertise in reporting tools (e.g., Power BI, Tableau).
• Solid understanding of IT infrastructure components such as servers, network, storage systems and virtualization technologies.
• Experience with ITSM functionalities such as change control, CMDB and ticketing systems.
• Strong knowledge of healthcare information systems (e.g., Epic, Cerner), cybersecurity and clinical operations.
• Prior experience delivering high availability systems in a 24/7 environment.
• Demonstrated ability to facilitate evaluation of technologies and achieve consensus on technical standards.
• Demonstrated commitment to customer service.
• Polished professional with demonstrated information technology experience and strong communication skills.