Why are we recruiting?
This role is accountable for the IT Governance - ESM function and will be responsible for the configuration, administration, and maintenance of the HaloITSM platform. This role requires a proactive individual with strong technical skills and a deep understanding of IT Service Management and DevOps principles. The successful candidate will ensure the efficient operation of the HaloITSM system, support ITIL processes, and provide high-quality service to internal and external stakeholders.
We are open to considering candidates with experience in Service Desk, Desktop or a recent graduate with a minimum of 6 months IT support industry knowledge
What will you be doing?
A HaloITSM Engineer is responsible for managing and maintaining the HaloITSM (Information Technology Service Management) platform within PayPoint. This role involves configuring the system to meet the specific needs of the business, ensuring that the IT Service Management and DevOps processes are efficient, effective, and aligned with industry best practices. The Engineer customise workflows, sets up user roles and permissions, and integrates HaloITSM with other business systems to streamline operations. They also monitor system performance, troubleshoot issues, and implement updates and patches to keep the platform running smoothly and securely.
Additionally, a HaloITSM Engineer plays a crucial role in supporting IT service delivery and improving the overall user experience. Working closely with IT teams to define and refine service catalogues and alongside the IT Process Manager for Incident, Problem, Change and Asset Management processes. The Engineer provides training and support to end-users and IT staff, helping them utilise the system effectively. By leveraging the full capabilities of HaloITSM, the Engineer helps PayPoint achieve better visibility into IT, enhance service quality, and drive continuous improvement.
What would we like from you?
- Platform Administration: Manage and maintain the HaloITSM platform, including user accounts, permissions, workflows, and customisations.
- Configuration Management: Configure and optimise ITSM modules such as Incident Management, Problem Management, Change Management, Service Request Management, and Asset Management.
- Process Improvement: Collaborate with the IT Process Manager and business teams to identify and implement process improvements and automation opportunities within the HaloITSM platform.
- User Support: Provide expert level support to end users, including troubleshooting, issue resolution, and training.
- Integration Management: Integrate HaloITSM with other enterprise systems and third-party applications to streamline operations and enhance data flow.
- Reporting and Analytics: Develop and maintain reports, dashboards, and analytics to monitor IT service performance and support decision making.
- Documentation: Create and maintain comprehensive documentation for system configurations, processes, and procedures.
- Compliance and Security: Ensure the HaloITSM platform complies with organisational policies, standards, and regulatory requirements.
- Continuous Improvement: Stay updated on the latest HaloITSM features and best practices to drive continuous improvement and innovation within the ITSM environment.
It would be great if you already have...
- Proven experience working with IT service management (ITSM) tools, preferably HaloITSM.
- Strong understanding of IT Service Management and DevOps best practices
- Excellent analytical and problem-solving skills.
- Experience with creating and managing reports.
- Ability to work independently and as part of a team.
- Excellent communication and interpersonal skills
- A recognised IT qualification
What can we do for you?
- This position will have a mix of remote and onsite working.
- Holiday purchase scheme, with 25 days holiday plus bank holidays as standard.
- On-site gym at our office, and nationwide corporate rate gym membership
- Online benefits portal where you can access lots of deals, discounts - for example of shopping or holidays.
- Contributory company pension scheme
- Private medical insurance
- Life assurance of 3 x annual gross salary, with the option to purchase additional cover.
- You're also able to purchase a range of benefits at a discounted rate including, critical illness cover, bicycles via our Cycle2Work scheme, dental insurance and Love2Shop Everyday Benefits Card
- Electric Car Scheme