This article will introduce you to what a ITSM Engineer is, the career information and prospects of a ITSM Engineer and the necessary conditions to become a ITSM Engineer.

1. What is an ITSM Engineer？

ITSM (IT Service Management) engineers are IT personnel who are responsible for planning, implementing, managing and optimizing the process of information technology service delivery. They provide IT service solutions that meet user needs based on user needs.

2. ITSM Engineer Roles and Responsibilities

ITSM Engineer is responsible for managing the daily operations of one or more service management practice areas. Specific responsibilities include leading the change management process of the IT department, managing the change advisory committee, promoting and educating employees on change management policies and procedures, and developing and implementing improvements in the practice area based on relevant indicators. It is also necessary to serve as a seasonal IT SOX audit liaison, working with internal and external auditors during the audit cycle to collect audit evidence and understand the overall IT process. At the same time, cross-functional partners need to collect evidence that meets the control and governance needs of tourism audits throughout the year. Secondly, this position also needs to combine IT business functions with available tools to ensure the agreed level of service management operations, simplify and standardize IT processes, standards and supporting documents. It is also necessary to lead the definition, execution and operation of new and updated processes within its designated practice area, especially those using the ServiceNow platform, and verify and implement detailed technical and process design solutions for problems found by ITSM leadership. Work closely with other ITIL disciplines to ensure the successful implementation of ITSM processes, coordinate data collection, provide information analysis and process improvement recommendations. Furthermore, in terms of knowledge management, the position requires the responsibility of building process knowledge that complies with ITSM and developing corresponding ITSM process documents, while managing knowledge sharing within and across IT and business teams to ensure that team members can support knowledge sharing within their respective practice areas. The position also requires assisting multiple customers and providing expertise to functional or project teams and participating in cross-functional projects. In addition, this position requires continuous efforts to understand the company's wide range of technologies in order to develop processes that meet customer needs and overall business needs. Finally, ITSM Engineers need to identify problems and risks and manage corresponding solutions and mitigation strategies, and often need to lead and host meetings, hold workshops and give presentations. When implementing any new process components or ITSM-related activities, critical paths, tasks, dates, tests and acceptance criteria must be clarified.

3. Salary of ITSM Engineer

According to ZipRecruiter's June 8, 2025 data, the average annual salary for Itsm in the United States is $75,325. That's about $36.21 per hour. That's $1,448 per week or $6,277 per month. Annual salaries can be as high as $131,000 and as low as $32,000, but most Itsm salaries currently range from $52,500 to $98,500, with the highest earners making $116,500 nationwide. The average salary range for Itsm varies widely (up to $46,000), which means there may be many opportunities for advancement and pay based on skill level, location, and years of experience.

4. Job Outlook of ITSM Engineer

According to the U.S. Bureau of Labor Statistics, the employment of computer-related engineers is expected to grow 7% from 2023 to 2033, faster than the average growth rate for all occupations. It is expected that there will be an average of about 5,000 computer hardware engineer vacancies each year over the next decade. Many of these vacancies are expected to be filled by people who change careers or exit the labor market (such as retirement).

5. Similar Occupations of ITSM Engineer

• ITSM Specialist
• ServiceNow Developer (ITSM)
• ITSM Analyst
• IT Operations Specialist
• IT Support Analyst
• Computer Support Specialist
• Network Administrator
• Systems Administrator
• Desktop Analyst
• Cloud Engineer

6. What Are the Qualifications to Become an ITSM Engineer?

(1) Obtain a Bachelor's Degree

Becoming an ITSM specialist usually requires an educational background to demonstrate your expertise to employers. Common qualifications include a bachelor's degree in information systems, computer science, engineering, or a related field, although higher levels of education can provide a greater boost to your career.

(2) Develop professional skills

An ITSM expert usually needs to have several years of IT service management experience, and engineers who have served as leaders or senior management positions in ITSM teams are more competitive in job applications; therefore, ITSM engineers often need to be familiar with IT service management principles, concepts, and best practices, such as familiarity with ITSM frameworks such as ITIL, COBIT, or ISO/IEC 20000; proficient in ITSM tools and platforms; have analytical, problem-solving, and decision-making skills; have project management, planning, and organizational skills; demonstrate communication, presentation, and interpersonal skills; have customer service, negotiation, and conflict resolution skills; and demonstrate adaptability, creativity, and innovation.

(3) Earn Industry Certifications

Obtaining a certification that is highly recognized by the industry can prove your professional ability and ability to perform the position, and can also enhance your competitiveness in the workplace. Therefore, we recommend that you obtain the Cisco CCNP Collaboration certification.Earning the CCNP Collaboration certification demonstrates your skills in collaboration solutions. To earn the CCNP Collaboration certification, you pass two exams: one covering core collaboration technologies and a second concentration exam of your choice, allowing you to tailor the certification to your technical area. Candidates earn the certification by passing the required exams.