ITSM Support Engineer

LRQA stands for dedication to clients, market firsts, and deep expertise in risk management. We’ve grown to become a leading global assurance provider, bringing together outstanding expertise in certification, customised assurance, cybersecurity, inspection, and training.

While we’re proud of our heritage, it’s who we are today that really matters, because that’s what shapes who we and our clients can become tomorrow. By staying true to our shared values and combining decades of collective experience, we support our clients in building a safer and more sustainable future.

The ITSM Support Engineer role within LRQA will play a pivotal role in ensuring seamless operation, continuous improvement, and strategic alignment of IT Service Management processes across the division. The primary purpose of this role is to manage, maintain and enhance the ITSM platform to support the delivery of high-quality, secure, and efficient services to our clients. There is a move to centralise the Service tool across other areas of the business for generic case management tasks, so supporting those services will also be required.

This role contributes significantly to the secure, efficient delivery of LRQA’s services, ensuring compliance, resilience, and customer satisfaction are maintained at the highest levels. The ITSM Support Engineer role will be instrumental in driving continuous improvement and supporting strategic objectives in an ever-evolving landscape.

The successful person will be required to collaborate closely with cross-functional teams to ensure processes are streamlined and efficient and liaise with 3rd party vendors.

• Platform Administration – Oversee the configuration, optimisation, and administration of the ITSM/Case Management tool, ensuring they are up to date, secure, and tailored to meet the organisations ever‑evolving needs.
• Service Design – Scope requirements, implement and enforce best practices aligned with ITIL framework to create new service areas, and configure workflows and automation rules for process efficiencies.
• Incident and Problem Management – Implement and monitor robust incident and problem management practices, ensuring our teams have an effective response to cyber security issues, and minimising service disruptions.
• Change Management – Coordinate change management processes to manage risks associated with updates and modifications, enhancing the security posture and compliance.
• Process Improvement – Identify opportunities for process enhancement within the ITSM tool in adherence to the ITIL framework, applying best practices to boost operational efficiency, service quality, and end‑user satisfaction and also conduct regular assessments for optimisation.
• Service Catalogue & Asset Management – Maintain and update the service catalogue and asset inventory, ensuring alignment with cyber security requirements and business priorities.
• Audit – continuous audit of processes, user groups & permissions, system stability and performance, including SLA monitoring and review and audit system logs and general user activity.
• Integrations – Implement and configure integrations with other business tools using API’s/Webhooks/Plugins.
• Collaboration – Work with cross‑functional teams including security operations and other business units to facilitate effective communication and align IT service delivery with strategic goals.
• Documentation and Reporting – Create and maintain detailed documentation for all ITSM processes and produce regular performance and compliance reports and develop the ITSM Knowledge Base. Develop custom reports and dashboards to support business decision‑making.
• User Support and Training – Provide training and support to users of the ITSM platform, fostering a culture of self‑service and knowledge‑sharing.

• Technical Expertise:
  • Prior experience of configuring, developing and supporting ITSM tools such as Service Now, Halo (strong preference)
  • Understanding of ITIL/ITSM best practice and experience with implementing ITSM processes
  • Proficient knowledge of SQL and HTML
• Problem Solving – Analytical skills to troubleshoot and resolve complex system issue, ability to implement solutions effectively with a great overview of the system.
• Communication – Excellent written and verbal communication skills to articulate technical information clearly to various stakeholders.
• Collaboration – Strong interpersonal skills for building relationships across teams and driving process improvements.