ITSM Engineer, Technology

The Role

The team

The Service Integration and Management (SIAM) team is crucial to ITV’s Group Technology department. Our primary role is to orchestrate ITV's complex IT service landscape, ensuring the seamless, end-to-end delivery of technology services. We achieve this by integrating various internal and external service providers into one cohesive and highly efficient operational model.

FreshService, alongside other associated tools, serves as ITV's chosen ITSM/ESM platform. This robust, scaled platform is vital for Technology Service Management across the organisation. It significantly enhances the colleague experience through automation and self-service capabilities. The SIAM team is responsible for developing and operating this platform, collaborating closely with other divisional Technology teams to implement new features and services.

The role

The ITSM Product Engineer, working closely with the ITSM Product Manager, is responsible for the administration, optimisation and continuous improvement of ITV’s multi-workspace environment and CMDB. The role focuses on providing a stable, scalable and efficient Service Management platform for delivering high quality support and change management across Technology. The role is central to strengthening incident, problem and change capabilities, driving automation and enabling data-driven decision making.

The role will work closely with other divisional stakeholders using Freshservice as part of a Service Management community of practice.

Main responsibilities

• FreshService platform administration including:
• Workspace management
• Evaluating and implementing new features / functionality
• Role & Access management
• CMDB Administration
• Process optimisation through workflows and automation
• Leverage AI capabilities to shift demand away from support teams
• Work with other GT teams to support and develop integrations with Tech Central
• Working closely with business stakeholders to scope and implement new requirements into Tech Central
• Monitoring, Reporting & Continuous Improvement
• Resolving tickets logged with the Tech Central team for platform issues
• Working with the ITSM Product Manager to scope and define new requirements for the platform Working closely with Freshworks to resolve issues and contribute to Freshworks product roadmaps.
• Support the development of the FreshService / ITSM & ESM roadmap, identifying new opportunities to improve the service.

Skills you’ll need (minimum criteria)

• Experience of managing a complex FreshService (preferred) or similar environment
• Experience with Device42 desirable
• Experience of working with APIs and scripting beneficial
• Experience in managing a CMDB including maintaining data integrity and relationships between systems
• Ability to design, implement, troubleshoot and maintain workflows and integrations (APIs, connectors, scripts) between tools.
• Good understanding of ITIL practices to guide development across various Service Management
• Strong experience configuring and managing multi-workspace capabilities
• Proficiency in building dashboards, reports and monitoring service performance to identify areas for improvement.

Other things we’re looking for (key criteria)

• Have an automation mindset focused on proactively identifying and designing solutions for manual processes to improve speed and service quality.
• Compliance awareness: understanding of security best practices and standards for IT Operations.
• Detail orientated problem solver: maintain accuracy across the platform; recognising small errors can have large downstream impacts. Approach challenges analytically and provide practical solutions.
• Collaborative and user focused: able to work with a wide range of stakeholders across the business to act as a trusted partner and subject matter expert. Always keep user experience at the heart of decision making.
• Adaptable: Able to work in a fast pace, dynamic environment with variable priorities. Balance standardisation with flexibility to support team requirements.