Role purposeThis role owns the day-to-day administration, configuration, optimisation andgovernance of HaloITSM, helping IT deliver a more consistent, data-driven and userfocusedservice experience.Administer, configure and support the firm's IT Service Management (ITSM) platform,ensuring it meets business and operational requirements. The current platform isHaloITSM; however, the role requires the ability to adapt to evolving technologies andsupport future ITSM tools.Key Responsibilities ITSM Administration and Configuration Act as the administrator and subject matter expert for the HaloITSM platform. Configure and maintain ticket types, workflows, forms, actions, templates, service level agreements and approval processes as required. Manage users, roles, teams, permissions, notification settings and platform security controls. Develop and maintain automation rules to improve efficiency, consistency and speed of resolution. Configure and maintain the service catalogue, self-service portal and customer-facing request journeys. Participate in meetings to support the onboarding of new departments and business processes. Gather requirements, design and propose workflows, keep stakeholders informed throughout the project lifecycle, demonstrate proof-of-concepts (PoCs), and oversee delivery through to Go Live. ITSM Process Improvement Work with stakeholders to design, document and improve ITSM processes across Incident, Request, Problem, Change, Asset, Knowledge and Major Incident Management as required. Translate operational requirements into practical Halo workflows, forms, reporting and automation. Identify opportunities to simplify processes, reduce manual effort and improve colleagues’ experience. Support continual service improvement through measurement, analysis and feedback from support teams and customers. Reporting and Analytics Develop and maintain operational dashboards, management reporting and service performance views in Halo. Produce KPI, SLA, service quality and trend reports for IT leadership and operational teams. Champion data quality across tickets, assets, knowledge articles, categories, services and workflows. Adoption and Knowledge Create and maintain user documentation in conjunction with our Knowledge Manager, including process guides, knowledge articles and configuration records. Act as a point of escalation for Halo-related questions, configuration issues and improvement requests. Essential Skills and Experience ITSM Skills (Halo preferable but not essential) Strong hands-on experience administering, configuring or supporting ITSM tools. Experience configuring workflows, actions, automations, approval processes, ticket rules, custom fields, forms and service catalogues. Experience creating dashboards, reports and management information within ITSM platforms such as Halo. ITSM and Service Management Skills Good understanding of ITIL principles and core service management processes. Experience supporting or improving Incident, Request, Change, Problem, Asset and Knowledge Management processes. Ability to convert process requirements into clear system configuration and user guidance. Experience supporting service improvement initiatives. Technical Skills Basic working knowledge of Microsoft 365 identity concepts, including Entra ID or Active Directory users, groups, permissions and synchronisation. Deep Entra administration experience is not essential, but candidates should be comfortable with the core concepts and willing to build on them. Good understanding of REST API control and usage, including API-to-API integrations, authentication methods and the practical use of APIs to support automation. Ability to understand and work with JSON payloads, variables and workflow logic when designing or supporting custom integrations and automations. Strong reporting, data analysis and problem-solving skills, with a good understanding of SQL queries and data manipulation for performant and custom reporting. Experience or understanding of HTML, or the ability to work confidently with HTML-based configuration and presentation requirements. Ability to understand and build logical workflows and automation rules, including step-by-step logic such as IF, ELSE and OR conditions. Experience with Power BI or similar reporting tools would be advantageous. Personal Attributes Clear communicator who can work confidently with technical teams, service owners and business stakeholders. Strong attention to detail, especially around configuration, data quality and process governance. Practical problem-solver with the ability to balance best practice with operational reality. Organised and self-motivated, with the ability to manage multiple priorities and improvement activities. Desirable Qualifications and Knowledge ITIL Foundation certification or equivalent knowledge. HaloITSM training or certification. Microsoft Fundamentals certifications or equivalent experience. Experience in a legal, professional service or regulated environment. Experience supporting ITSM platform migration, implementation or optimisation projects. Show more Show less