Platform Support Specialist (ITSM)

TL;DR

Platform Support Specialist (ITSM): Implementing and overseeing ITIL service processes to support critical business applications with an accent on incident, problem, and change management. Focus on ensuring platform stability, managing tickets via ServiceNow, and driving continuous improvement in IT service operations.

Location: Hybrid (London, UK). Right to work in the UK is required.

Company

hirify.global is an international insurer with over 13,000 employees across 26 countries, focusing on innovative risk partnership.

What you will do

• Implement and manage ITIL service processes, including Incident, Request, Major Incident, Problem, Change, Asset, and Configuration Management.
• Manage and track tickets using tools such as ServiceNow and JIRA to ensure timely resolution.
• Collaborate with internal stakeholders, including Cyber, Release Management, and Attestation teams.
• Perform root cause analysis and lead continuous improvement initiatives for platform services.
• Maintain accurate system and process documentation within Confluence.
• Monitor and report on overall service performance and operational efficiency.

Requirements

• IT-related degree or equivalent professional experience.
• Strong understanding of IT service management (ITIL exposure is highly advantageous).
• Hands-on experience with ticketing tools like ServiceNow or JIRA.
• Previous experience in a technical support or IT operations environment.
• Must possess the legal right to work in the UK.
• Strong problem-solving skills and the ability to collaborate effectively with technical teams.

Culture & Benefits

• 30 days holiday with the option to purchase 2 additional days.
• Flexible working arrangements, including part-time, job share, and compressed hours.
• 10% employer pension contribution.
• Private medical insurance for the employee and their family.
• Family-friendly policies, including 26 weeks of paid leave.
• Option for remote working abroad for up to 20 days per year.