Specialist ITSM Engineer
About this role
Scientific Games:
Scientific Games is the global leader in lottery games, sports betting and technology, and the partner of choice for government lotteries. From cutting-edge backend systems to exciting entertainment experiences and trailblazing retail and digital solutions, we elevate play every day. We push game designs to the next level and are pioneers in data analytics and iLottery. Built on a foundation of trusted partnerships, Scientific Games combines relentless innovation, legendary performance, and unwavering security to responsibly propel the global lottery industry ever forward.
Position Summary
Scope
Own and improve Incident, Problem, Change, and Release Management processes, ensure service stability, drive root cause analysis, coordinate with stakeholders, and support continuous improvement and automation initiatives.
Job Functions:
- Manage and coordinate major IT incidents to restore services quickly.
- Lead root cause analysis (RCA) and prevent recurring issues.
- Identify trends and drive problem resolution activities.
- Review and manage change requests, ensuring risks are understood and controlled.
- Support release planning and help ensure smooth and stable deployments.
- Communicate effectively with technical teams, business stakeholders, and leadership during incidents and changes.
- Drive continuous improvement in ITSM processes and service reliability.
- Identify opportunities to automate repetitive tasks and improve operational efficiency.
- Facilitate bridge calls during critical incidents and provide clear status updates.
- Collaborate with support, engineering, and business teams to improve service performance and stability.
Qualifications
SG is an Equal Opportunity Employer and does not discriminate against applicants due to race, color, sex, age, national origin, religion, sexual orientation, gender identity, status as a veteran, and basis of disability or any other federal, state or local protected class. If you’d like more information about your equal employment opportunity rights as an applicant under the law, please click here for EEOC Poster.