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Preferred Candidate Profile
- A techno-functional ITSM professional with proven experience in delivering customer implementations and setting up REST API and payload-based integrations, capable of independently leading integration projects from design through deployment and hypercare support. Serve as the on-the-ground workstream lead, manage API integrations, create documentation, and directly mentor Junior Consultants.
- Required Qualifications: ITIL / CSM Certified with 9-12 years of experience managing complex ITSM projects.
Key Responsibilities
1. Solution Design & Integration
- Design and document High-Level Designs (HLDs) for ITSM and enterprise integrations.
- Lead POCs and integration workshops with customers and stakeholders.
- Design, develop, and support REST API, Webhook, eBonding, and payload-based integrations using JSON/XML.
- Configure and implement integrations between HCL ITSM and third-party tools.
- Create reusable integration templates, technical documentation, and best practices.
2. Project Delivery & Implementation
- Lead end-to-end technical onboarding and implementation projects.
- Gather and manage business, functional, and technical requirements.
- Participate in solution validation, architecture reviews, and project planning.
- Drive SIT, UAT, deployment, and hypercare activities.
- Collaborate with Project Managers, Consultants, and customer teams for successful delivery.
3. Technical Support & Pre-Sales
- Serve as the escalation point for complex technical and integration issues.
- Support pre-sales activities through solution design, effort estimation, and architecture discussions.
- Provide recommendations on integration approaches and ITSM best practices.
4. Knowledge Management
- Maintain integration guides, technical documentation, and knowledge articles.
- Conduct training and enablement sessions for internal teams.
- Promote standardization and continuous improvement across projects.
Qualifications & Skills
- Bachelor's degree in Computer Science, Information Technology, Engineering, or related field.
- ITIL v4 Foundation certification required (Intermediate/Expert preferred).
- 10+ years of overall experience with 3–5+ years in ITSM implementation and integrations.
- Experience with leading ITSM platforms such as HCL ITSM, ServiceNow, Remedy, Cherwell, or Jira Service Management.
- Strong hands-on experience with REST APIs, Web Services, Webhooks, JSON/XML payloads, OAuth, API authentication, and data mapping.
- Must have prior experience designing, configuring, and deploying enterprise integrations between ITSM and external systems.
- Strong understanding of Incident, Problem, Change, Request, CMDB, SAM, HAM, and Knowledge Management processes.
- Experience with reporting tools such as Excel, Power BI, and native ITSM reporting.
- Excellent stakeholder management, customer-facing, communication, and problem-solving skills.
