ITSM Service Design Engineering (Alemba)

This is a remote position.

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Our client, the Northern Ireland Assembly, is seeking an experienced ITSM Service Design Engineer with strong hands-on experience in Alemba to support the design, configuration, and continuous improvement of IT service management processes. The ideal candidate will combine a strong understanding of ITIL best practices with practical Alemba expertise to design effective service workflows, translate business requirements into ITSM solutions, and improve service delivery across the organisation.

Key Deliverables:

• Design, develop, and maintain IT service management processes in alignment with ITIL best practices and organisational requirements.
  

• Configure and optimise Alemba Service Manager (ASM), including workflows, service catalogues, request forms, and automation rules.
  

• Translate business and operational requirements into functional service designs, process maps, workflows, and technical specifications.
  

• Support the design and implementation of ITIL processes, including incident, problem, change, request, and configuration management.
  

• Collaborate with business stakeholders, service owners, and technical teams to identify service requirements and deliver effective ITSM solutions.
  

• Develop and maintain service design documentation, operational procedures, knowledge articles, and process guidelines.
  

• Identify opportunities to improve service delivery through process optimisation, workflow automation, and continuous service improvement.
  

• Support the integration of Alemba with existing enterprise applications and IT systems.
  

• Contribute to service catalogue management, configuration management database (CMDB) development, and IT asset management processes.
  

• Support the testing, validation, implementation, and transition of new or enhanced ITSM services.
  

• Ensure service designs incorporate appropriate service levels, governance, security, and operational requirements.
  

• Monitor service management processes and identify opportunities to improve efficiency, consistency, and service quality.
  

• Work closely with stakeholders to ensure ITSM solutions align with business objectives and operational priorities.
  

Requirements

Ideal Profile:

• Bachelor's degree in Computer Science, Information Technology, Software Engineering, or a related discipline, or equivalent practical experience.
  

• Proven experience in IT Service Management (ITSM), ITIL-aligned service design, or ITSM solution implementation.
  

• Hands-on experience with Alemba Service Manager (ASM) is essential.
  

• Strong understanding of ITIL principles, service management frameworks, and service lifecycle practices.
  

• Experience designing and configuring ITSM workflows, service catalogues, request forms, and automation processes.
  

• Practical knowledge of incident, problem, change, request, and configuration management.
  

• Experience gathering business requirements and translating them into functional service designs and technical specifications.
  

• Ability to develop process maps, service design documentation, workflow diagrams, and operational procedures.
  

• Understanding of service catalogue management, CMDB, IT asset management, and service level management.
  

• Experience supporting ITSM implementation, testing, service transition, and continuous improvement initiatives.
  

• Knowledge of ITSM platform integration with enterprise applications and supporting systems.
  

• Strong analytical, problem-solving, documentation, and stakeholder communication skills.
  

• Ability to collaborate effectively with technical teams, service owners, and business stakeholders.
  

• ITIL certification, preferably ITIL 4.
  

• Experience working in a complex enterprise or public-sector IT environment would be advantageous.
  

• Familiarity with ITSM reporting, dashboards, service performance metrics, and workflow automation would be beneficial.
  

Why Partner with Us?

• Clear scope with no ambiguity over deliverables.
  

• Opportunity for repeat engagements based on performance.
  

Selection Process

Ongoing Business Support

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