Senior Enterprise Software Engineer - ITSM Operations & Governance

About the role

Wolters Kluwer is seeking a motivated and talented Senior ITSM Engineer – Operations & Governance to join our dynamic IT Service Management Office (ITSMO). This is an exciting opportunity for an individual with hands-on experience in mature IT operations and service management to further develop their skills and make a meaningful impact within a forward-thinking organization.

What you'll do

• ITSM Practice Assurance and Performance
• Monitor process performance across all ITSM practices — Change Enablement, Incident Management, Service Request Management, Problem Management
• Assure Change Enablement execution: review change records for risk assessment quality, approval compliance, testing and back-out evidence, and analyse emergency
• Assure Service Request Management execution: monitor fulfilment performance against target, catalogue accuracy, approval routing and automation coverage
• Assure Incident Management execution: review categorisation and priority accuracy, assignment and routing quality, record completeness

What you need

• 6–10 years in software engineering
• Python
• ServiceNow
• AWS
• Power BI
• ITIL
• LLMs
• B.Sc or B.Tech or B.E. or BCA

Good to have

• PowerShell
• Bash
• Azure
• Root cause analysis
• Incident response
• Performance management