Description

Key Responsibilities:
• Design and enhance ITSM workflows, business rules, forms, dashboards, reports, and automation.
• Support Incident, Service Request, Change/Release, Knowledge Management, and Service Catalog capabilities.
• Develop and troubleshoot integrations using REST APIs and JSON.
• Build operational reports and dashboards using SQL and related reporting tools.
• Maintain technical documentation, workflow designs, deployment procedures, and release documentation.
• Lead testing, UAT, environment promotion, production deployment, and post-release validation activities.
• Participate in CAB processes and manage platform changes through completion.
• Collaborate with PMs, BAs, QA, developers, business users, and technical teams in Agile/CI/CD environments.
• Troubleshoot complex workflow, integration, configuration, and data issues.

Required Qualifications:
• 7+ years of hands-on experience configuring, developing, and supporting enterprise ITSM platforms.
• Strong experience with workflows, business rules, service catalogs, forms, reports, dashboards, and automation.
• Strong knowledge of JavaScript, SQL, REST APIs/JSON, and low-code/no-code configuration.
• Strong understanding of ITSM/ITIL processes, including Incident, Service Request, Change/Release, Knowledge, and Service Catalog management.
• Experience with Ivanti Neurons for ITSM/ITAM or comparable platforms such as ServiceNow, BMC, Jira Service Management, or ManageEngine.
• Strong SQL skills; SSRS experience is preferred.
• Experience with Agile/Scrum, CI/CD, or DevOps delivery environments.
• Strong analytical, troubleshooting, communication, and stakeholder-management skills.
• Ability to independently manage complex technical assignments and collaborate across business and technical teams

Key Skills

Education

Bachelor's degree