ITSM Developer - Hybrid Remote
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This hybrid remote position requires on-site 2 days a week in Washington, DC.
Must be local to DC, MD, and VA areas or within 2 hours of commute.
Due to Federal Government Security Clearance Requirements: U.S. Citizenship with eligibility to obtain DoD Top Secret
PRISM seeks an ITSM Developer who will be crucial in designing, developing, and maintaining our organization's IT Service Management (ITSM) solutions. You will work closely with IT teams to automate workflows, improve service delivery, and enhance overall IT efficiency.
Responsibilities:
ITSM Tool Configuration: Configure and customize ITSM tools (e.g., ServiceNow, Jira Service Management) to meet business requirements.
Workflow Automation: Design and implement automated workflows to streamline processes and reduce manual effort.
Report Development: Create custom reports and dashboards to track key performance indicators (KPIs) and identify trends.
API Integration: Integrate ITSM tools with other systems and applications using APIs.
Incident Management: Configure incident management workflows, including escalation rules and SLAs.
Problem Management: Implement problem management processes and root cause analysis techniques.
Change Management: Configure change management workflows and approval processes.
Release Management: Support release management processes and coordinate deployments.
User Training: Provide training and support to IT staff and end-users on ITSM tool usage.
Continuous Improvement: Continuously evaluate and improve ITSM processes and tools.
Qualifications:
- Bachelor's degree in Information Technology or a related field (or equivalent experience)
- 6+ years of experience in information technology, with at least 4 years focused on IT Service Management (ITSM).
- Proven track record of success in implementing and customizing ITSM tools like ServiceNow, Cherwell, Remedy, or Neurons.
- ITSM Expertise: Deep understanding of ITSM principles, methodologies, and best practices.
- Scripting Proficiency: Strong skills in scripting languages like SQL, PowerShell, VBScript, and JavaScript for automation and customization.
- Web Development Knowledge: Experience with ASP.NET for web application development and familiarity with Drupal CMS.
- Ability to obtain Scrum Master cert (CSM) within 6 months
Preferred
Scrum Master Certification (CSM)