Flex Technology Group
managed print solutions • production print • software solutions • document management • office hardware
ITSM Engineer
December 5
Flex Technology Group
managed print solutions • production print • software solutions • document management • office hardware
Description
• Flex Technology Group is the largest Brand-Neutral Managed Print Services provider with an industry-leading Nationwide footprint. • We seek a skilled ITSM Engineer specializing in ServiceNow to support our IT Service Management processes and integrate solutions with customer-facing ticket-sharing capabilities. • The role involves designing, developing, and maintaining ServiceNow integrations to improve service efficiency and customer experience. • Design and develop ServiceNow integrations for ticket sharing with customers, including bi-directional communication, data synchronization, and automated workflows. • Configure and customize ITSM systems to meet business requirements, including Incident, Problem, Change, and Service Catalog. • Implement ServiceNow REST APIs, web services, and custom scripts to connect with external systems for efficient ticket sharing. • Create, maintain, and improve customer-facing portals for seamless interactions and ticket submission. • Troubleshoot and resolve issues related to ServiceNow integrations and configurations. • Work with ServiceNow's ITOM/ITBM/CMDB modules to enhance ticket management and overall ITSM effectiveness. • Develop and maintain documentation for integrations, configurations, and process workflows. • Assist in system upgrades and system maintenance activities, ensuring minimal disruption to services. • Develop and implement ITSM workflows, automation, and service delivery improvements. • Collaborate with cross-functional teams to understand IT service needs and create efficient processes. • Provide technical expertise in the design, development, and integration of ITSM systems. • Ensure ITSM practices align with ITIL's best practices to improve service quality and customer satisfaction.
Requirements
• Bachelor’s degree in computer science, Information Technology, or related field, or equivalent experience. • 3-5 years of experience in ITSM engineering or IT service management roles. • Strong knowledge of the ITSM tool ServiceNow. • Experience with ITIL processes, including Incident, Problem, Change, and Request Management. • ITIL Foundation certification is preferred. • Hands-on experience with ServiceNow ITSM tool configuration, customization, and integration. • Strong analytical and problem-solving skills. • Excellent communication skills, with the ability to work effectively with stakeholders across the organization. • 5 + years of experience in ITSM engineering or IT service management roles preferred. • ITIL Intermediate or Expert certification preferred. • Experience with ServiceNow ITSM modules, including Asset Management, CMDB, and Knowledge Management, integration methods, such as REST, SOAP, MID Servers, and API management preferred. • Familiarity with automation tools and techniques, such as Flow Designer, Workflow Editor, or other automation frameworks preferred.
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