Location
City of Westminster, 160 Tooley Street, London SE1 2QH

Hours
36 hours per week (Monday to Friday)

Salary
£55,080 per annum

About the Role
This is a rare opportunity to be the technical expert behind the platform that keeps a major London council's services running. Southwark Council is building a brand new Digital and Resident Experience, and as ITSM Engineer, you will be the lead technical specialist for the Council's ITSM and Service Monitoring platform, building and maintaining the tools that underpin how technology services are delivered.

You will join at an exciting time as the council invests in people and technology to better serve more than 300,000 residents across Southwark's diverse communities. You will translate the service requirements set by the ITSM Lead into well-engineered technical solutions, mentor administrators and superusers, and provide deep technical expertise during major incidents.

If you are a hands-on ITSM platform specialist who wants to build something that genuinely improves how a council serves its residents, this role offers a unique and rewarding challenge.

Key Responsibilities:
- Design workflows and self-service that are simple to use, enabling staff to get what they need without calling the service desk.
- Collaborate with colleagues across council services to understand platform usage and identify improvements.
- Share knowledge with the wider technology team and propose ideas to enhance the platform.
- Design, configure and maintain the council's ITSM and Service Monitoring platform, including modules, workflows and forms.
- Build and maintain integrations between the ITSM platform and other enterprise systems such as identity, HR and asset management.
- Develop automation and orchestration to improve efficiency and reduce manual effort.
- Provide expert technical support, resolving complex platform issues and supporting major incident management.
- Manage development, test and production environments, including configuration, deployment and release activities.
- Develop and maintain dashboards, reports and service analytics.
- Provide technical guidance, mentoring and training to administrators and superusers.
- Configure, administer and maintain the council's service monitoring and observability platform, supporting automated incident creation and proactive service management.

Experience
- Strong knowledge of IT service management principles and the ITIL framework.
- Detailed technical knowledge of ITSM and Service Monitoring platforms.
- Experience with integration technologies including APIs and common identity, HR and asset systems.
- Experience with automation, orchestration techniques and scripting.
- Substantial experience configuring, customising and maintaining ITSM and Service Monitoring platforms in complex organisations, ideally within local government or the public sector.
- Proven ability designing and building integrations between enterprise systems.
- Strong analytical and problem-solving skills.
- Ability to communicate technical matters clearly to both technical and non-technical audiences.

About you
- A credible service management professional with a focus on service quality and end-user experience.
- Committed to continuous learning and staying current with ITSM tools and practices.
- Collaborative and proactive in sharing knowledge and improving platforms.

Qualifications
- Relevant qualifications or certifications in IT service management or related fields are desirable but not explicitly stated.
- A commitment to professional development and technical excellence is essential.