ITSM Developer

ITSM Developer JD

Advanced Skills in System Customization Support and Integration

• Custom Workflows and Applications: Develop complex workflows forms and applications tailored to meet specific organizational needs. This includes designing custom modules or features that extend the capabilities of the ITSM tool.
  
• Script Development: Write and optimize scripts for automation data manipulation and system integration within the ITSM environment.
  
• User Interface Enhancements: Customize the user interface to improve user experience and streamline interactions with the ITSM system.
  
• Good understanding of ITSM and its system integrations and coding
  
• Ensure that data synchronization is accurately and consistently transferred between systems managing data mapping and transformation to maintain data integrity.
  
• Provide expertlevel support for complex issues and incidents related to ITSM tools. Perform root cause analysis and drive resolution efforts.
  

Solution Architecture

• Design and document ITSM solutions that meet business needs and technical requirements. Define new diagrams for new features or improvements.
  
• Follow best practices to make sure systems are scalable reliable and easy to maintain.
  
• Ensure compliance with IT Policies Security Standards and strengthen internal controls. Identify and manage key risks in ITSM solution domain.
  
• ITSM Solution Delivery & Technical Leadership
  
• Coordinate and configure the ITSM tool with the process owners and technical teams to facilitate new requirements change to existing requirements versioning and upgrading throughout the tool lifecycle. Liaise with the Change Management team for problem resolution and to maintain awareness of forthcoming developments.
  
• Lead technical projects related to ITSM solutions ensuring they are delivered on time and within scope. Coordinate with project managers and other stakeholders.
  
• Provide guidance and mentorship to junior developers and other team members sharing knowledge and best practices.
  
• Estimate and deliver projects assignments and system change requests as per agreed resourcing and timelines with required quality
  

Other Key Responsibilities

• To liaise with relevant ITSM process owners and GTDP stakeholders to ensure full collaboration and understanding on critical topics as one IT team.
  
• Contribute to the improvement of the ITSM solutions and ITSM processes.
  
• Develop and deliver training materials or sessions for endusers and other stakeholders to ensure effective use of ITSM tools and processes.
  
• Contribute to the creation and maintenance of knowledge base articles and documentation to support users and internal teams.
  

Education:

• College or University degree in Computer Science and Engineering or a related discipline
  
• Minimum Experience and Knowledge: 46 years of experience in IT Service Management ITAM and CMDB. Experience with wellknown ITSM tools such as ServiceNow and Symphony would be an advantage.
  

JobSpecific Skills:

• ITSM Tool Configuration: ServiceNow Symphony
  
• Scripting: JavaScript Python
  
• Integrations: REST/SOAP APIs
  
• CMDB Management
  
• Workflow Design
  
• Incident/Problem/Change Management
  
• Reporting and Dashboards
  
• UI Customization
  
• Version Control and Deployment
  
• Analysis and troubleshooting skills to support end users.