AI Job Summary

7–8 years hands-on experience designing, developing, and implementing ITSM solutions.
Hands-on experience with ITSM tools such as ServiceNow, BMC Remedy, or Jira Service Management.
Strong understanding of the ITIL framework and service management processes.

Role Type

Contract • Full-time • Mid-level Senior

Description

Job Summary

We are seeking an experienced ITSM Developer with 7–8 years of hands-on experience in designing, developing, and implementing IT Service Management (ITSM) solutions. The ideal candidate will have strong technical expertise in ITSM platforms, a deep understanding of ITIL processes, and the ability to deliver scalable and efficient solutions aligned with business needs.

Key Responsibilities

Design, develop, and implement ITSM solutions based on business requirements
Configure and customize workflows, forms, and automation within ITSM platforms
Integrate ITSM tools with third-party systems and enterprise applications
Manage and enhance ITSM modules such as Incident, Problem, Change, Service Catalog, and CMDB
Collaborate with stakeholders to gather and analyze technical and business requirements
Provide technical leadership and mentorship to junior team members
Ensure system performance, scalability, and security compliance
Troubleshoot issues, perform root cause analysis, and implement permanent solutions
Support platform upgrades, patches, and continuous improvement initiatives
Maintain technical documentation and best practices

Required Skills & Qualifications

Bachelor’s degree in Computer Science, Information Technology, or a related field
7–8 years of experience as an ITSM Developer or in a similar role
Hands-on experience with ITSM platforms (e.g., ServiceNow, BMC Remedy, Jira Service Management)
Strong understanding of ITIL framework and service management processes
Proficiency in scripting languages such as JavaScript or Python
Experience with REST/SOAP APIs and system integrations
Strong knowledge of SQL and relational databases
Excellent problem-solving and analytical skills
Strong communication and stakeholder management abilities

Preferred Qualifications

ITIL Certification (Foundation or higher)
Experience with cloud platforms such as AWS or Azure
Familiarity with DevOps practices and CI/CD pipelines
Experience working in Agile/Scrum environments
Exposure to automation tools or AI-driven ITSM solutions

Key Competencies

Leadership and mentoring
Attention to detail
Time management and prioritization
Collaboration and teamwork
Adaptability in a fast-paced environment

ITSM Developer