ITSM Developer

Job Summary

We are seeking an experienced ITSM Developer to support our client's migration from Cherwell ITSM to HaloITSM. The successful candidate will be responsible for configuration, administration, maintenance, and enhancements to the HaloITSM platform.

Key Responsibilities

• Performs configuration, administration, maintenance, and enhancements to our HaloITSM platform
• Participates in regular sprints to design the system to meet specific needs of the business, ensuring ITSM and DevOps processes are efficient, effective, and delivered within promised timeframes
• Customizes workflows, sets up user roles and permissions, and integrates HaloITSM with other enterprise systems and third-party applications to streamline operations and enhance data flow
• Collaborates with the ITSM team and business teams to identify and implement process improvements and automation opportunities within the platform
• Monitors system performance, troubleshoots issues, and implements updates and patches to keep HaloITSM running smoothly and securely, aligned with organizational policies and standards and industry best practices
• Supports ITIL processes and improving the overall user experience, provides high-quality service to internal and external stakeholders, and drives continuous improvement
• Stays updated on latest HaloITSM features and best practices to drive innovation within the ITSM environment
• Develops and maintains reports and analytics to monitor system performance and support decision making
• Creates and maintains comprehensive documentation for system configurations, processes, and procedures
• Provides technical leadership and mentoring to less-senior members on and off the team
• Participates in department projects and rotational support

Requirements

• 10+ years IT experience, 5+ years in IT service management tools like HaloITSM (preferred), Cherwell, Ivante, ServiceNow, Jira ITSM, Neurons ITSM
• Strong understanding of IT Service Management and DevOps principles
• Experience in workflow creation/optimization, CMDB, service catalog, forms, end-user portals, and dashboards
• Performance of application upgrades, research and analysis of data
• Fundamental knowledge and experience with Active Directory, Microsoft SQL, PowerShell, and Web APIs
• Bachelor's degree in Computer Information Systems preferred
• Possess solid understanding of ITSM modules (Incident, Problem, Change, Service Request, Asset Management)
• Able to create/troubleshoot complex queries and expressions
• Proficient in testing, debugging, and quality analysis of development code
• Strong professional written and verbal communications skills
• Proactive with excellent analytical and problem-solving competencies
• Ability to work independently and as part of a team
• Display a sense of urgency