ITSM Configuration Specialist

Overview

ITSM Configuration Specialist

Salary - £36,363 - £40,777 (Grade 6)

Hours - 37

Contract type - Full Time - Permanant

Work Style - Flexible

The City of Wolverhampton Council is seeking an experienced and motivated ITSM Configuration Specialist to join our Digital & IT team. This is a fantastic opportunity to play a pivotal role in shaping and enhancing our ITSM platform HaloITSM, supporting the delivery of high-quality digital services across the Council.

As the ITSM Configuration Specialist, you will be the primary point of contact for all matters relating to the ITSM solution, engaging with a diverse range of stakeholders, including senior leaders. You will take ownership of the configuration, maintenance, and ongoing development of both production and UAT environments, ensuring the ITSM platform aligns with the Council's digital strategy and service delivery objectives.

You will lead and chair working groups, manage relationships with internal and external stakeholders, and oversee the onboarding and training of new business areas onto the ITSM platform. Your role will also involve designing dashboards and reports, managing user access and ensuring continuous improvement through feedback and collaboration.

Key Responsibilities

1. Manage and develop the ITSM solution, ensuring it meets business needs and drives service improvement.
2. Act as the global administrator, delegating access and supporting users as required.
3. Lead operational meetings and working groups, promoting collaboration and knowledge sharing.
4. Oversee project deliverables linked to service support, ensuring timely and well-documented outcomes.
5. Provide training and demonstrations to stakeholders, promoting the benefits of the ITSM platform.
6. Manage day-to-day operations, escalate issues, and work with third-party support and implementation partners.
7. Ensure compliance with Council policies, data protection, and best practices.
8. Assist the IT Client Support Team with technical escalations and workstreams, embedding Halo standards into all new processes.

About You

You will have proven experience in designing, implementing, and developing ITSM solutions, specifically HaloITSM. Strong stakeholder management and analytical skills are essential, as is a customer-centric approach.

For full details of the responsibilities and requirements of this role please see the attached Job Description and Person Specification.

Our working arrangements

All council roles are allocated to either a fixed, field or flexible work style. Some roles are agile which enable and empower employees to maximise their performance and productivity, whilst maintaining a healthy work life balance. Roles with a fixed workstyle work in a fixed permanent council location. Roles with a field workstyle are usually allocated where employees are required to be out working in the community with a minimum requirement for touch down space at any council location. Roles with a flexible workstyle have a flexible base location to meet the needs of the business and employees can work from a mixture of home or any council office, partner/client, or external location, as required to meet service requirements.

Please refer to the Job Description for further information on the workstyle assigned to the role you are applying for.

For more information about working for our organisation including the culture of the Council, the Council plan and vision, staff equality forums, core HR policies and much more please note the following: we encourage applications from diverse backgrounds.

Diversity

We are committed to building a workforce that is reflective of the diverse community we serve. We want to attract the best applications from people of all backgrounds and underrepresented groups because we strongly believe in adding value through diversity, inclusion, and equality. Our employees enable us to deliver services that are accessible, inclusive, and reflective of Wolverhampton residents.

Our status as a Disability Confident Employer showcases our commitment to people with disabilities or health conditions, advocating for their opportunities and potential.

We have received recognitions including the Stonewall Gold Award, the RACE Code Quality Mark, and other diversity accolades that validate our ongoing efforts towards fostering an inclusive work environment.

As part of our commitment as a Disability Confident employer, a Gold Award Armed Forces employer and our commitment to supporting care leavers, we offer a guaranteed interview as long as your application meets the essential criteria for the post.

We encourage an inclusive culture where employees can flourish and be themselves. We have staff equality forums for employees to join.

Recruitment of Ex-Offenders

We are committed to fair treatment of all employees, potential employees, or users of our service regardless of offending background. The Council uses the Disclosure and Barring Service (DBS) for vacancies that require a DBS check. We do not discriminate unfairly against any individual on the basis of a conviction or any information revealed as a result of a DBS disclosure.

Employment Information & Support

If you are considering applying for an apprenticeship or a role where the salary is (Grade 2-5), and would like to visit us to learn about the application, interview process and what it is like to work for the council, please click to learn more.

Attached documents

ITSM Configuration Specialist JD & PS.docx