Staff Engineer (IT Service Management)

Responsibilities

• Strong understanding of ITIL framework and ITSM best practices with Knowledge of service governance, risk management, compliance, and operational controls.
• Experience with industry-leading ITSM platforms, any one: ServiceNow / BMC Remedy / ManageEngine / Jira Service Management.
• Excellent verbal and written communication skills.
• Strong stakeholder management and negotiation capabilities.
• Analytical mindset with the ability to identify trends, solve complex problems, and make data‑driven decisions.
• Strong facilitation, presentation, and influencing skills.
• Ability to work independently while managing multiple priorities in a dynamic environment.
• Understands SLAs, OLAs, and KPIs; monitor service performance and drive continuous improvement.
• Support vendor and contract governance.
• Act as point of contact for senior business stakeholders and customers and manage ...