Cloud and Infra Support

Job Title

ITSM Developer

Job Summary

We are in search of a proficient ITSM Developer to create, develop, and sustain IT Service Management (ITSM) solutions aimed at optimizing and automating IT workflows. This position entails tailoring ITSM platforms (including ServiceNow, BMC Remedy, Cherwell, or Jira Service Management), integrating them with various enterprise systems, and refining workflows to enhance service delivery and operational productivity.

Key Responsibilities

• Design, customize, and maintain ITSM workflows, forms, and service catalogs within platforms such as ServiceNow, BMC Remedy, Cherwell, or Jira Service Management.
• Create and implement automation scripts, business rules, client scripts, and UI policies to enhance ITSM processes.
• Integrate ITSM platforms with other enterprise applications (e.g., CMDB, HR systems, monitoring tools) utilizing REST/SOAP APIs, web services, and middleware.
• Develop and maintain customized reports, dashboards, and performance analytics for IT service operations.
• Collaborate with IT operations, service desk, and business stakeholders to collect requirements and convert them into technical solutions.
• Diagnose, debug, and resolve issues within ITSM applications and integrations.
• Engage in ITIL-aligned process enhancements by enabling automation and workflow improvements in the ITSM tool.
• Support platform upgrades, patches, and testing to ensure system stability and incorporate new features.
• Document development standards, configurations, and processes.
• Offer technical support and training to end-users and administrators.
  
  

Required Skills & Qualifications

• Bachelor's degree in Computer Science, Information Technology, or a related field.
• 3–6 years of experience in developing and customizing ITSM tools, particularly ServiceNow, BMC Remedy, or Cherwell.
• Proficient scripting skills (JavaScript, Jelly, Python, PowerShell) and knowledge of REST and SOAP APIs.
• Familiarity with ITIL processes (Incident, Problem, Change, Asset, Configuration Management).
• Understanding of database principles and SQL queries.
• Experience integrating ITSM tools with external systems and third-party APIs.
• Strong analytical skills and attention to detail.
• Effective communication abilities and a collaborative mindset when working with cross-functional teams.
  
  

Preferred Qualifications

• 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 implementations.
  
  

Soft Skills

• Analytical mindset focused on process enhancement.
• Strong interpersonal and communication skills.
• Ability to handle multiple tasks and meet deadlines.
• Proactive in learning and adapting to new technologies.