ITSM Service Management Engineer

Our Purpose

Mastercard powers economies and empowers people in 200+ countries and territories worldwide. Together with our customers, we’re helping build a sustainable economy where everyone can prosper. We support a wide range of digital payments choices, making transactions secure, simple, smart and accessible. Our technology and innovation, partnerships and networks combine to deliver a unique set of products and services that help people, businesses and governments realize their greatest potential.

Title and Summary

ITSM Service Management Engineer

Overview:
The ITSM Service Management Engineer plays a critical role in supporting and maturing IT Service Management practices across ONE (Operations, Network, & Employee Digital Experience)

Role:
Operating in a hybrid capacity—both technical and process‑focused—this role ensures consistency, quality, and performance of ITSM processes within the ONE Service Management operating model. The specialist collaborates closely with ITSM Leads, engineering teams, operational support groups, and business stakeholders to enable efficient service delivery and continuous improvement.

All about you:
- 2–5+ years of experience in IT Service Management, technical operations, or related fields.
- Working knowledge of ITIL frameworks and ITSM best practices.
- Experience with ITSM platforms (Remedy, Jira Service Management, BMC, or equivalent).
- Exposure to dashboards, analytics, or data visualization tools (DOMO or Power BI experience preferred).
- Strong organizational skills with the ability to manage multiple priorities.
- Excellent written and verbal communication skills.
- Analytical mindset with the ability to identify trends, root causes, and optimization opportunities.
- Ability to operate effectively in hybrid environments spanning cloud and on‑premises systems.

Corporate Security Responsibility

All activities involving access to Mastercard assets, information, and networks comes with an inherent risk to the organization and, therefore, it is expected that every person working for, or on behalf of, Mastercard is responsible for information security and must:

• Abide by Mastercard’s security policies and practices;

• Ensure the confidentiality and integrity of the information being accessed;

• Report any suspected information security violation or breach, and

• Complete all periodic mandatory security trainings in accordance with Mastercard’s guidelines.