Cloud and Infra Support

Job Title

ITSM Developer

Job Summary

We’re looking for a talented ITSM Developer to design, build, and support IT Service Management (ITSM) solutions that streamline and automate IT operations. This position includes configuring and enhancing ITSM platforms such as ServiceNow, BMC Remedy, Cherwell, or Jira Service Management, connecting these tools with other enterprise systems, and improving workflows to boost service quality and operational efficiency.

Key Responsibilities

• Develop, configure, and maintain ITSM workflows, forms, and service catalogs in platforms including ServiceNow, BMC Remedy, Cherwell, or Jira Service Management.
• Create and implement automation scripts, business rules, client scripts, and UI policies to strengthen ITSM processes.
• Integrate ITSM platforms with other enterprise applications (e.g., CMDB, HR systems, monitoring tools) using REST/SOAP APIs, web services, and middleware.
• Develop and maintain custom reports, dashboards, and performance analytics for IT service operations.
• Work with IT operations, the service desk, and business stakeholders to collect requirements and convert them into technical solutions.
• Diagnose, troubleshoot, debug, and resolve issues across ITSM applications and integrations.
• Support ITIL-aligned process enhancements by enabling automation and workflow improvements within the ITSM system.
• Assist with platform upgrades, patches, and testing to maintain reliability and deliver new features.
• Document development standards, configurations, and processes.
• Provide technical support and training to end-users and administrators.
  
  

Required Skills & Qualifications

• 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 working with ITIL processes (Incident, Problem, Change, Asset, Configuration Management).
• Knowledge of database fundamentals and SQL query writing.
• Experience integrating ITSM tools with external systems and third-party APIs.
• Strong problem-solving abilities and high attention to detail.
• Good communication skills and the ability to collaborate effectively 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 deployments.
  
  

Soft Skills

• Analytical mindset with a focus on process improvement.
• Strong interpersonal and communication skills.
• Ability to manage multiple tasks and meet deadlines.
• Proactive attitude toward learning and adopting new technologies.