Senior ITOM Engineer

Job Summary

We are seeking an experienced Senior ITOM Engineer with hands-on expertise in IBM/Rocket ITOM report management tools to support enterprise infrastructure operations for a major automotive manufacturing client.

The ideal candidate will have strong experience in Product Administration, report configuration and scheduling, distribution data entry, and troubleshooting reporting operations. This role requires attention to detail, strong problem-solving skills, and the ability to manage reporting activities independently in a remote environment.

Key Responsibilities

• Administer and maintain the IBM/Rocket ITOM report management platform, including configuration, user access, and platform health monitoring.

• Perform Product Admin activities, including report setup, parameter configuration, scheduling, formatting, and output routing.

• Manage distribution data entry, recipient mapping, routing rules, and report delivery validation.

• Troubleshoot report generation failures, distribution errors, and platform performance issues.

• Collaborate with infrastructure operations teams to ensure reporting aligns with service-level agreements (SLAs) and key performance indicators (KPIs).

• Maintain standard operating procedures (SOPs), operational runbooks, and knowledge documentation.

• Identify opportunities to automate and streamline reporting setup and distribution workflows.

• Support ITSM ticketing, change management, and change advisory board (CAB) processes.

• Provide technical guidance and knowledge transfer to junior team members.

Required Qualifications

• 5–8 years of hands-on experience with IBM/Rocket ITOM report management tools.

• Demonstrated experience with Product Admin functions, including report setup, configuration, and maintenance.

• Proven experience in distribution data entry services, recipient management, routing, and delivery validation.

• Experience supporting large-scale enterprise or multi-client managed services environments.

• Strong understanding of IT Operations Management (ITOM) processes.

• Experience with report scheduling, output formatting, and automated distribution workflows.

• Familiarity with ITSM ticketing and change management processes.

• Excellent troubleshooting, documentation, communication, and organizational skills.

• Ability to work independently in a fully remote environment.

Preferred Qualifications

• ITIL service management framework knowledge.

• Experience with Control-M, Automic, or similar scheduling and automation tools.

• Familiarity with ServiceNow or other ITSM platforms.

• Scripting experience with Python, PowerShell, or shell scripting.

• Experience supporting automotive or manufacturing industry IT environments.

• ITIL v4 Foundation or relevant IBM product certifications.