Job Description
Job Title: Application Engineer (ITSM Specialist)
Location: Hybrid
Employment Type: Full-time
About the Role
We are seeking a talented and motivated Application Engineer with a strong background in Enterprise Service Management to join our team. In this role, you will be responsible for the configuration, maintenance, and optimization of our core IT Service Management (ITSM) platform.
While we utilize a specific ITSM tool internally, we believe a great engineer is not defined by a single piece of software. If you have proven experience with leading ITSM solutions and a genuine interest in expanding your technical skillset, we want to meet you. We are fully prepared to train the right candidate on our specific platform.
Key Responsibilities
Platform Administration: Configure and maintain the organization's ITSM tool to align with business processes and ITIL best practices.
Process Automation: Design, build, and implement workflows to automate manual tasks related to Incident, Problem, Change, and Request management.
Integration: Manage integrations between the ITSM platform and other business systems (e.g., monitoring tools, HR systems, Active Directory).
User Support & Training: Provide technical support to end-users, create documentation, and conduct training sessions to ensure high user adoption.
Continuous Improvement: Stay up-to-date with platform releases and new features, recommending improvements to enhance efficiency and user experience.
Technical Requirements Gathering: Collaborate with stakeholders to translate business needs into technical specifications and feasible solutions.
Qualifications & Requirements
Experience with ITSM Tools: 3+ years of hands-on experience administering or developing on one or more of the following platforms:
ServiceNow
Ivanti (Heat / Neurons)
TOPdesk
Jira Service Management (Jira Service Desk)
BMC Helix ITSM
Technical Aptitude: Strong understanding of web technologies (HTML, CSS, JavaScript) and database logic. Experience with REST/SOAP APIs is a plus.
ITIL Knowledge: Familiarity with ITIL frameworks and processes (Incident, Problem, Change, Asset Management).
Problem Solving: Excellent analytical and troubleshooting skills with the ability to resolve complex technical issues.
Communication: Strong verbal and written communication skills; ability to explain technical concepts to non-technical stakeholders.
