Senior ITSM Engineer

Role : Sr. ITSM : 8-10 Period : Immediate to 30 : Mode : Work from Summary :

We are seeking an IT Service Management Engineer / Sr. Engineer to be part of the Infrastructure and Operations team through our journey of transformation as we transition to a SaaS-first organization.

This role will be focused on establishing and enhancing IT Service Management best practices for SaaS based product enterprise.

Act as a bridge between IT operations, service delivery and business stakeholders, aligning with ITIL best and Responsibilities :

- Design, implement and continuously improve the ITSM processes and best practices.(Incident, Problem, Change, Release, Service Request, Configuration and Knowledge. Management).

- Ensure alignment of IT Services with ITIL 4 / ITSM industry standards.

- Ensure tool usage aligns with established process and business needs.

- Establish SLAs, OLAs and KPIs, track and report across services.

- Work with the Security and compliance team to enforce policies, standards and audit requirements.

- Collaborate with business, IT operations, and support teams to improve customer experience.

- Conduct workshops and training sessions on ITSM processes and tools.

- Oversee resolution of major incidents and lead root cause analysis (RCA).

- Drive post-incident reviews and preventive measures.

- Reduce recurring issues by implementing structured problem management.

- Ensure smooth execution of change and release processes, working closely with product engineering and DevOps Teams.

What we are looking for :

- Bachelors degree in Computer Science, or a related field.

- 8-10 years of experience as an ITSM engineer with a strong foundational understanding of ITIL framework and ITSM best practices.

- Be part of a team who designed and implemented at least one of the combinations of Service Management practices.

1. Incident, Service Request, Problem Management.

2. Problem, Change, Release Management.

3. Change, Configuration and Asset Management.

4. Incident, Problem and Knowledge Management.

- Understanding of Public and private cloud platforms.

- Experience working with atlassian products (JIRA, Confluence).

- Strong analytical, problem-solving skills.

- Excellent communication skills, both written and verbal, with ability to converse with Technical as well as business stakeholders.

- Curiosity to learn and ability to learn on the job.

Nice to have :

- ITIL certification(s).

- Experience in managing SLAs, KPIs, reporting.

- At least 2 years of experience working as part of Infrastructure teams, with an understanding of Servers, Storage, Network, databases, middleware technologies.

- Hands-on experience with JIRA.

- Understanding of security standards (ISO 27001, NIST, SOC2).

- Ability to work independently and as part of a team.

- Highly motivated and results Us :

Core Solutions (CORE), headquartered in King of Prussia, Pennsylvania, is the progressive leader in transforming the behavioral, medical and social services experience for behavioral health providers, consumers and state agencies.

Our integrated behavioral health EHR platform, Cx360, allows for the improvement of the provider, consumer and payer relationship through increased consumer-centric collaboration which results in improved through our ability to simplify the end-to-end behavioral health experience, deliver integrated care coordination, improve consumer engagement and streamline accurate provider reimbursement.

CORE believes the key to successful implementation of EHR solutions is aligning people and processes with technology.

Cores strong Cx360 EHR Technology Platform (versus traditional EHR Products).

Company url : www.coresolutionsinc.com.