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