ITSM Deployment Engineer at Tek Experts

Responsibilities

• Deploy, configure, and perform basic customization of ITSM platforms (e.g., ServiceNow, Jira Service Management).
• Support the setup of core ITSM modules like Incident, Problem, Change, and Request Management.
• Maintain and update the Service Catalog and Knowledge Base.
• Assist in documenting current and future-state IT processes, ensuring clarity and accuracy.
• Prepare and migrate data related to ITSM platform deployments.
• Contribute to the creation of reports on ITSM performance metrics under guidance.
• Troubleshoot minor issues related to the ITSM platform and its integrations.
• Perform routine maintenance tasks for the ITSM system.
• Collaborate with IT teams (Service Desk, Operations, Development) to understand processes and support needs.
• Actively learn ITIL best practices, ITSM platform capabilities, and process automation techniques.
• Participate in team meetings and knowledge-sharing sessions.

Qualifications
Education & Certifications

• Bachelor’s degree in Computer Science, Information Technology, Engineering, or a related field.
• ITIL Foundation (essential for ITSM roles).
• ServiceNow Certified System Administrator.
• Jira Service Management Certification (if applicable).
• Certified in ITSM (e.g., HDI-SCM or Pink Elephant ITSM Certification).
• CompTIA IT Fundamentals (ITF+) (for foundational IT knowledge).
• Microsoft Certified: Information Protection Administrator Associate (for compliance awareness).
• Process Mapping or Documentation Training (e.g., BPMN basics).

Experience & Skills

• 0 –4 years of experience in IT support, junior systems administration, or similar technical role.
• Interest in fintech and banking, with a willingness to learn IT service delivery.
• Familiarity with ITSM tools (e.g., ServiceNow, Jira Service Management) through academic projects, internships, or personal exploration is a plus.
• Knowledge of Incident, Problem, Change, Request, and Configuration Management processes.
• Experience with Service Catalog and Knowledge Base setup.
• Ability to document IT processes and support data migration activities.
• Basic troubleshooting and ITSM platform maintenance skills.
• Strong collaboration skills and ability to work with cross-functional teams.
• Familiarity with ITIL best practices and basic reporting/metrics tracking.