About the role
Develop, customize, and maintain ITSM workflows, forms, and service catalogs within platforms like ServiceNow, BMC Remedy, Cherwell, or Jira Service Management. Design and implement automation scripts, business rules, client scripts, and UI policies to improve ITSM processes. Integrate ITSM platforms with other enterprise applications (e.g., CMDB, HR systems, monitoring tools) using REST/SOAP APIs, web services, and middleware. Build and maintain custom reports, dashboards, and performance analytics for IT service operations. Collaborate with IT operations, service desk, and business stakeholders to gather requirements and translate them into technical solutions. Troubleshoot, debug, and resolve issues within ITSM applications and integrations. Participate in ITIL-aligned process improvements by enabling automation and workflow enhancements in the ITSM tool. Assist in platform upgrades, patches, and testing to ensure stability and new functionality. Document development standards, configurations, and processes. Provide technical support and training to end-users and administrators. Bachelor's degree in Computer Science, Information Technology, or related field. 3-6 years of experience developing and customizing ITSM tools, preferably ServiceNow, BMC Remedy, or Cherwell. Strong scripting skills (JavaScript, Jelly, Python, PowerShell) and familiarity with REST and SOAP APIs. Experience with ITIL processes (Incident, Problem, Change, Asset, Configuration Management). Understanding of database concepts and SQL queries. Experience integrating ITSM tools with external systems and third-party APIs. Strong problem-solving skills and attention to detail. Good communication skills and ability to work collaboratively with cross-functional teams. ITIL Foundation certification or higher. Certified ServiceNow System Administrator or Developer certifications. Experience with automation frameworks and orchestration tools (e.g., ServiceNow Orchestration, Power Automate). Familiarity with cloud platforms and SaaS ITSM deployments. Analytical mindset with a focus on process improvement. Strong interpersonal and communication skills. Ability to manage multiple tasks and deadlines. Proactive approach to learning and adapting new technologies.