ITSM Specialist

Role Summary

As the ITSM/Platform Specialist you will take ownership of our clients Hornbill Service Manager platform, optimising, extending and automating workflows to drive efficiency and service excellence across the organisation. You'll work closely with IT, operations and business teams to ensure ticketing, service catalogue, incident/change management, self-service and asset and processes meet business needs but with less manual effort and faster, more reliable delivery.

Key Responsibilities

• Administer, configure and maintain the Service Manager platform (service desk, service catalogue, self-service portal, asset/CMDB, dashboards, reporting) to meet business requirements.
• Develop and implement automated workflows, integrations and codeless automations to reduce manual ticket handling, speed up request fulfilment, and support service orchestration to onboarding.
• Work with stakeholders (IT, operations, business units) to understand their service needs and translate them into Hornbill configurations or process improvements.
• Manage and optimise ITSM processes (incident, change, problem, request, asset management) in line with best practices.
• Monitor performance of service delivery maintain SLAs, generate and analyse reports/dashboards, produce metrics and trend analysis to highlight areas for improvement.
• Document configurations, workflows, known issues, change logs maintain up-to-date documentation for audits, future reference, and governance.
• Collaborate with IT and business staff to onboard new services into Hornbill, build service-catalogue items, design request forms, approvals, notifications, and workflows.
• Support continuous improvement initiatives proactively identify inefficiencies in existing processes and push forward automation or process re-design.

Required Skills & Experience

• Experience administering and configuring enterprise ITSM platforms - ideally Hornbill Service Manager, or similar including service desk, catalogue, workflows, CMDB/asset management.
• Good understanding of ITSM concepts and processes: incident, problem, change, request management, asset/CMDB, service catalogue, self-service, SLAs.
• Demonstrable experience in building and maintaining automation and/or workflow orchestration (automation of service requests, approvals, notifications, asset life cycle, etc.).
• Strong analytical and problem solving skills ability to translate business needs into technical workflows, identify bottlenecks, and design scalable solutions.
• Good communication and stakeholder-management skills and able to work across IT teams, business units, and end-users to understand needs and deliver value.
• Methodical and process oriented mindset: keen on documenting, standardising and improving processes, ensuring consistency and compliance.
• Ideally some exposure to integrations (between ITSM and other tools/systems, or databases), reporting/dashboarding, and data-driven decision making.
• (Optional but beneficial): familiarity with utilities sector or regulated industries to understand compliance, asset management, and service-delivery constraints relevant to that sector.

Nice-to-Have/Preferred Qualifications

• Formal certification in ITSM/ITIL (or equivalent) or relevant training.
• Experience with Hornbill-specific advanced features (self-service portal design, automation, workflows, CMDB life cycle, reporting dashboards).
• Previous experience in utilities, energy, infrastructure or similarly regulated environments.
• Scripting or lightweight developer skills (if automation/integration touches custom scripts or APIs).
• Project-management or change-management exposure (helpful if role evolves into ITSM process owner/service-delivery lead).

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