About the Role :
We are seeking an experienced ITSM + Integration Specialist to design, implement, and maintain IT Service Management (ITSM) processes while ensuring robust, seamless integrations with internal and external systems.
The ideal candidate will have a strong command of ITIL best practices, proven experience with ITSM tools, and the ability to deliver scalable, reliable integration solutions.
This role will require close collaboration with cross-functional IT teams, business stakeholders, and vendors to align service management processes with organizational goals while ensuring integrations are secure, compliant, and high-performing.
Key Responsibilities :
- ITSM Process Management
- Design, configure, and maintain ITSM processes including :
- Incident Management
- Problem Management
- Change Management
- Asset Management
- Configuration Management Database (CMDB)
- Request Fulfillment
- Knowledge Management
- Ensure all processes are aligned with ITIL best practices and are continuously improved for efficiency and service quality.
Integration Design & Implementation :
Collaborate with internal teams to gather integration requirements and identify automation opportunities.Develop, configure, and support integrations between ITSM platforms and external systems using REST / SOAP APIs, message queues, and other middleware solutions.Ensure integration architecture meets performance, scalability, and security requirements.Platform Support & Optimization :
Support upgrades, enhancements, and maintenance of ITSM platforms and associated integrations.Monitor integration performance, troubleshoot failures, and implement optimizations for speed and reliability.Proactively identify potential integration risks and develop mitigation strategies.Governance, Documentation & Compliance :
Develop and maintain integration architecture diagrams, workflow documentation, and technical specifications.Create and maintain knowledge base articles for ITSM and integration solutions.Ensure all solutions comply with enterprise policies, security guidelines, and regulatory standards.Participate in governance and change advisory board (CAB) activities as required.Required Skills & Experience :
5-7 years of professional experience in ITSM administration and integration.Proven experience implementing ITSM processes aligned with ITIL v3 / v4 framework.Hands-on experience with ITSM platforms (ServiceNow, BMC Remedy, Cherwell, or equivalent).Strong expertise in REST / SOAP API development and integration.Solid understanding of CMDB design and data modeling.Familiarity with scripting languages such as JavaScript, Python, or PowerShell for automation.Strong problem-solving and troubleshooting skills, with experience in root cause analysis.Preferred Qualifications :
ITIL Foundation Certification (v3 or v4).Experience with middleware / integration platforms (i.e. MuleSoft, Dell Boomi, Azure Logic Apps).Knowledge of cloud platforms such as AWS, Azure, or GCP in the context of ITSM integration.Exposure to Agile or DevOps environments.Why Join Us :
Opportunity to work on enterprise-scale ITSM implementations and complex integration landscapes.Exposure to cross-functional projects that directly improve IT operations and service delivery.Collaborative, fast-paced work environment with opportunities to influence ITSM strategy(ref : hirist.tech)
