What You'll Be Doing
The ITSM Platform Engineer II serves as the primary technical escalation point for ITSM Analysts, resolving complex platforms, integration, and data issues before engaging vendors. Acting as a key bridge between architects, vendors, analysts, and business stakeholders, this role translates requirements into scalable technical solutions while balancing platform standards, operational needs, and longterm architecture. This position requires strong technical depth, systems thinking, and the ability to work independently within established governance and architectural guidance.
What We're Looking For
- Own the day-to-day technical operation of the Halo ITSM platform and related tooling (e.g., Jira).
- Ensure platform availability, performance, security, and data integrity.
- Serve as the technical escalation point for ITSM Analysts for complex incidents, defects, and configuration challenges.
- Diagnose and resolve platform issues prior to vendor escalation; engage vendors when necessary with clearly defined problems and supporting data.
- Design, configure, and maintain ITSM workflows, forms, automation rules, SLAs, and integrations in accordance with ITSM best practices.
- Support configuration across incident, request, change, problem, knowledge, and asset processes.
- Develop and maintain integrations between Halo ITSM, Jira, and other enterprise systems using APIs, webhooks, and middleware.
- Troubleshoot complex integration issues, data synchronization issues, and API performance concerns.
- Build and maintain automation using Python, PowerShell, or other scripting languages to improve operational efficiency and data consistency.
- Ensure configurations are scalable, supportable, and aligned with architectural standards.
- Ensure platform changes align with ITSM governance, security policies, and change management practices.
- Use SQL to analyze platform data, validate data integrity, and support troubleshooting efforts.
- Maintain documentation for platform configurations, integrations, automation, and technical standards.
What You'll Bring
- Strong understanding of ITSM practices, including incident, request, change, problem, and SLA management.
- Proficiency in SQL for data analysis, validation, and troubleshooting.
- Working knowledge of Python, PowerShell, or other scripting languages to support automation, analysis, or operational efficiency.
- Ability to leverage AI tools to improve quality, efficiency, and speed of delivery.
- Strong analytical, troubleshooting, and problem-solving skills.
- Ability to work independently while collaborating effectively with cross-functional teams.
- Familiarity with Agile delivery models and backlog-driven enhancement work.
Education & Experience
- Minimum Required: Bachelors degree in Information Technology, Computer Science, or a related field, or equivalent education and experience.
- Preferred: Advanced degree in a relevant field.
- Minimum Required: 3+ years of experience supporting ITSM platforms, enterprise SaaS applications, or service management tooling. Experience supporting vendor relationships and managing technical escalations.
Licenses & Credentials
- ITIL Foundation certification or demonstrated applied ITIL knowledge.
Systems & Technology
- Halo ITSM, Jira, SQL, Python, PowerShell, or similar scripting languages.
- REST APIs and integrations, Cloud platforms, and SaaS applications.
- Networking and systems administration fundamentals.
- Microsoft 365 (Excel, Word, PowerPoint, Outlook).
