Application Engineer/ ITSM Tool Developer

Job Title
ITSM Application Engineer / ITSM Tool Developer
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Role Summary
The ITSM Application Engineer is responsible for designing, developing, configuring, and supporting enterprise IT Service Management (ITSM) platforms. This role requires hands on experience as a developer and a dedicated owner of ITSM tools, ensuring platform stability, automation, integrations, and continuous improvement.
The engineer works closely with service delivery, infrastructure, and business stakeholders to translate operational requirements into scalable ITSM solutions while adhering to ITIL best practices.
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Key Responsibilities
ITSM Tool Development & Configuration
Design, develop, configure, and customize ITSM platforms including:
o ServiceNow
o Ivanti
o TOPdesk
o Jira Service Management
o BMC Helix ITSM
Develop workflows, forms, business rules, scripts, and automation to support ITIL processes
Customize modules such as Incident, Change, Problem, Request, CMDB, Asset, and Knowledge Management
Platform Ownership & Operations
Act as primary application owner for assigned ITSM tools
Ensure platform availability, performance, and data integrity
Manage upgrades, patches, and platform enhancements
Perform impact analysis and regression testing for changes
Integrations & Automation
Build and maintain integrations with monitoring tools, identity systems, CMDBs, and external applications
Implement automation to reduce manual effort and improve service efficiency
Support API based and event driven integrations
ITIL Process Enablement
Work closely with Incident, Change, Problem, and Service Request teams
Translate ITIL process requirements into technical implementations
Support continuous service improvement initiatives
Change & Problem Support
Participate in Change Management activities for ITSM enhancements
Support Problem Management by providing technical insights and system data
Troubleshoot complex application and workflow issues
Documentation & Governance
Create and maintain technical documentation, configuration guides, and SOPs
Ensure compliance with organizational standards and security requirements
Support audits and governance reviews related to ITSM platforms
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Required Skills & Experience
Core Experience
Proven experience as an ITSM Application Engineer or ITSM Developer
Strong hands on development and configuration experience in one or more:
o ServiceNow
o BMC Helix ITSM
o Jira Service Management
o Ivanti
o TOPdesk
Experience working in enterprise scale ITSM environments
Technical Skills
Workflow development and scripting
ITSM data models and CMDB concepts
REST / API integrations
Platform upgrade and release management
Reporting and dashboards
Process Knowledge
Strong understanding of ITIL processes
Experience supporting Incident, Change, Problem, Request, and Asset Management
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Preferred Qualifications
ITIL Foundation or higher certification
Platform specific certifications (ServiceNow, BMC, Jira, Ivanti, TOPdesk)
Experience integrating ITSM tools with monitoring or cloud platforms
Exposure to Agile or DevOps environments
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Soft Skills
Strong analytical and problem solving abilities
Excellent communication and stakeholder management skills
High ownership and accountability mindset
Ability to work independently as a dedicated tool owner