Senior Applications Engineer (Configuration Management)

About the company:

Our client is a leading international law firm providing innovative legal solutions to top financial institutions and Fortune Global 500 companies. With a strong presence across Asia, Europe, Latin America, and the U.S., we offer personalized service wherever our clients need us. As one of the world's leading law firms, they are seeking dynamic individuals committed to service, innovation, and professional growth.

Position: Senior Applications Engineer, Configuration Management

Role Overview:

The Senior Applications Engineer, Configuration Management is responsible for driving and supporting adherence and adoption of ITSM processes within the Applications team. This individual provides guidance and expertise on all areas of ITSM related to our portfolio of solutions and services. Key responsibilities include managing ISO 27001 processes, change management, asset management, reporting, configuration management, and business continuity.

Key Responsibilities:

Implement and maintain ITSM processes for business enterprise applications, including change and incident management, asset management, reporting, configuration management, business continuity, and monitoring
Collaborate with the IT service management team to enhance overall processes, compliance, and documentation
Work with the business continuity/disaster recovery team to improve processes, compliance, and documentation
Partner with our NOC team to define, implement, and refine system monitoring and escalation/response paths
Help obtain and maintain ISO certification to meet risk reduction, standards, and client requirements; participate in periodic recertification
Provide expertise in change management
Develop reports and dashboards for key metrics such as incidents, system health and stability, and vulnerabilities
Demonstrate a strong understanding of ServiceNow and related ITSM tools
Perform process analysis and application feature configuration
Build and maintain strong relationships with vendors
Stay informed about the ITSM space and understand the roadmap for specific offerings
Monitor, track, and report on performance and capacity, and handle capacity planning

Required Proficiencies:

Experience with ITIL and ServiceNow best practices in SACM (Service Assets and Configuration Management)
Experience with ITIL and ServiceNow best practices in HAM (Hardware Asset Management) and SAM (Software Asset Management)
Full understanding of CMDB structure
Strong communication, organization, negotiation, critical thinking, and leadership skills
Exceptional customer service and collaboration abilities
Ability to work with project management tools such as Confluence and JIRA
Familiarity with system integrations including APIs, web services, FTP, and database to database
Familiarity with SQL Server, SQL development/queries, and reporting tools
Familiarity with Windows Server, including IIS, services, scheduled tasks, logging, and configurations
Knowledge of security best practices and procedures
Understanding of data governance best practices and procedures

Qualifications:

Minimum 2 years' experience working with ITSM processes and solutions (required)
Minimum 7 years' experience in information technology (required)
Minimum 5 years' experience with enterprise platforms (required)
Minimum 3 years' experience in executive-level engagement and customer service (preferred)
Minimum 3 years' experience in a professional services or legal environment (preferred)

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