Service Management Engineer I

12-month contract with potential for extension in O'Fallon, MO. W2 contract, no PTO, no benefits. ACA-compliant supplemental package available for enrollment. Candidates must be legally authorized to work in the United States and must be able to sit on Primary Talent Partners W2 without sponsorship.

About the role

The Business Operations team is seeking a highly motivated and experienced Service Management Engineer I (SME) to join our team. This role plays a critical part in the development, support, and maintenance of the IT service performance management process. You will bring strong analytical skills, a continuous improvement mindset, and the ability to collaborate effectively with both business and technical partners.

The Service Management Engineer analyzes, reviews and measures service level performance against agreed upon Service Level Agreements (SLAs), as well as establishes, implements, and enforces standards, procedures, and service levels to ensure Operational Level Agreements (OLAs) are consistently met across internal and external service providers. Working closely with business and service providers, the Service Management Engineer defines meaningful metrics and key performance indicators (KPIs) that accurately reflect service delivery quality and performance levels. Responsibilities also include creation and maintenance of the IT service catalogue and continuously evaluating and defining strategies for improvements to process and procedures.

Responsibilities

• 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.

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.

Pay

$44.00 - $49.00/hr

Schedule

12-month contract with potential for extension.