NEW JOB OPENING
SERVICE MANAGEMENT ENGINEER
IN O Fallon, MO, USA!

***Only qualified Service Management Engineer located near O’Fallon MO to be considered due to the position requiring a hybrid presence. ***



As part of the Business Operations team, you will:

• Follow clearly defined guidelines to complete routine tasks within the Service Management Engineering area by applying basic/theoretical knowledge and area best practices.

• Support day-to-day service management activities for application and infrastructure products and services, including the resolution of user requests and troubleshooting.

• Collect data on service performance and report findings to senior team members, supporting incident and request management.

• Assist in maintaining documentation related to services, configurations, and procedures for all application and infrastructure products and services.

• Update service performance metrics and KPIs as instructed, helping to update the IT service catalog with accurate information.

• Implement process changes under supervision and track their outcomes using established procedures to support process reviews and improvements

• Develop an understanding of area processes and tools by seeking guidance from senior team members.



Role qualifications:

The ideal candidate will understand core concepts, terminology and principles of the following skills. They will apply the skills in routine situations with support, while building confidence through learning and practice. They may require guidance in moderately complex or unfamiliar scenarios.

• Configuration Management - Capability to systematically manage and maintain the integrity of systems and software configurations by establishing, monitoring, and controlling changes, ensuring consistency across environments, and facilitating efficient deployment and recovery processes to enhance operational stability and reduce risks.

• Application Monitoring and Observability - Ability to design and implement monitoring and observability practices that provide visibility into application health through metrics, logs, and traces, enabling rapid detection, diagnosis, and resolution of incidents.

• Workflow Management - Capability to analyze current workflows, identify bottlenecks, streamline processes, implement efficient systems, monitor progress, allocate resources, and adapt processes to ensure work moves smoothly from one stage to the next while achieving desired outcomes.

• Release Management - Capability to oversee and coordinate the planning, scheduling, and deployment of software releases, ensuring new features, updates, and fixes are delivered efficiently and effectively while minimizing disruption to services, managing risks, and upholding quality standards during the entire software development lifecycle.

• Troubleshooting - Capability to systematically identify, diagnose, and resolve technical issues across systems, applications, and networks, using analytical methods and tools to restore functionality, minimize disruption, and ensure stable operations.

• Agile Methodology - Ability to apply Agile principles and practices to support iterative delivery, continuous improvement, and close collaboration with cross-functional teams while maintaining operational reliability.



• IT Service Management - Ability to apply IT service management principles to incident, problem, and change management, ensuring reliable service delivery, effective incident response, and continuous service improvement aligned to business needs.

• Collaboration with Development Teams - Ability to work closely with development teams to improve application architecture, code quality, and operational readiness, advocating for reliability, scalability, and operational excellence throughout the development lifecycle.

• Documentation and Communication - Ability to clearly document system architectures, runbooks, incident reports, and post-mortems, and communicate effectively during incidents and recovery to ensure shared understanding and continuous learning.

• Proactive Monitoring and Improvement - Capability to continuously monitor systems, applications, and infrastructure to identify trends, risks, and improvement opportunities, proactively addressing issues and implementing enhancements to optimize performance, reliability, and resilience.

• **Only those lawfully authorized to work in the designated country associated with the position will be considered.**

• **Please note that all Position start dates and duration are estimates and may be reduced or lengthened based upon a client’s business needs and requirements.**