JOB SUMMARY:The ITSM Platform Engineer administers, configures, and improves OnPoint's ITSM platform ecosystem, with Ivanti as the current primary platform. Reporting to the Manager, IT Service Management, this role partners with Technology teams and business stakeholders to improve service management processes, automate manual work, strengthen self-service capabilities, and support platform stability, usability, governance, and continuous improvement.
ESSENTIAL FUNCTIONS:Platform Ownership, Governance & Strategy- Administer, configure, and optimize the ITSM platform while maintaining standards, governance practices, release procedures, configuration controls, and roadmap input that increase utilization, supportability, reliability, and business value.
Platform Administration & Engineering- Administer forms, business objects, service catalogs, knowledge bases, automations, dashboards, integrations, and reporting capabilities.
- Personally design, configure, test, document, and deploy platform enhancements and new functionality.
- Manage upgrades, release validation, regression testing, and ongoing system maintenance.
- Protect performance, security, availability, and overall system health.
- Troubleshoot complex platform issues and coordinate resolutions with internal teams and external partners.
- Create documentation, configuration notes, support procedures, and knowledge transfer materials that improve internal supportability.
Service Management & Automation Enablement- Design and implement automation solutions that improve operational efficiency and employee experience.
- Automate approval processes, task routing, notifications, and fulfillment activities where appropriate.
- Enhance Incident, Request, Change, Problem, Knowledge, Asset, Configuration, and Service Catalog Management capabilities.
- Promote self-service capabilities that reduce manual effort and improve service outcomes.
- Partner with process owners to continuously improve service management practices through platform capabilities.
Enterprise Service & Business Process Transformation- Collaborate with business stakeholders, Business Analysts, PMO resources, and Technology leadership to identify process improvement opportunities, gather requirements, translate business needs into supportable platform solutions, and expand service capabilities when there is a clear business need and sustainable support model.
Demand Management & Business Partnership- Maintain and prioritize an enhancement backlog in partnership with Business Analysts, PMO resources, business stakeholders, and Technology leadership, while independently assessing business value, complexity, risk, and strategic alignment when needed.
- Recommend solutions that maximize organizational value and long-term sustainability.
- Balance operational support, enhancement requests, technical debt, and strategic initiatives.
- Share priorities, timelines, and delivery expectations with business stakeholders.
- Build trusted partnerships across Technology and business teams.
CMDB, Asset Management & Data Quality- Improve CMDB structures, asset management capabilities, discovery and reconciliation workflows, configuration data quality, and related reporting within the ITSM platform while partnering with Infrastructure, Security, Service Desk, Procurement, and other internal customers to support reliable platform data and processes.
Vendor & Platform Relationship Management- Coordinate with Ivanti support, professional services, implementation partners, and third-party vendors, as well as other ITSM platform partners when applicable.
- Stay informed of platform updates, feature releases, and product roadmaps.
- Participate in upgrade planning, testing, and release activities.
- Represent organizational needs and requirements with vendors and implementation partners.
Reporting, Analytics & Continuous Improvement- Develop and maintain operational dashboards, reports, and platform performance metrics.
- Analyze platform usage, adoption trends, automation performance, and service management data.
- Assist with audits, compliance reviews, and operational reporting activities.
- Uncover opportunities to increase automation, improve adoption, and optimize performance.
- Communicate the business value delivered through platform improvements.
KNOWLEDGE, SKILLS & COMPETENCIES:- Strategy & Governance - Applies standards, governance practices, roadmaps, and prioritization methods that support scalability, reliability, and alignment with business objectives.
- Administration & Engineering - Demonstrates expertise configuring, maintaining, integrating, and enhancing enterprise service management platforms.
- Automation & Process Design - Designs scalable automations, self-service capabilities, and process improvements that support efficient service delivery.
- ITSM Process Knowledge - Applies ITIL-aligned service management principles and best practices.
- Business Partnership & Solution Delivery - Translates business needs into effective technical solutions.
- Analytical & Problem-Solving Skills - Utilizes data analysis, root-cause investigation, and troubleshooting techniques.
- Operational Excellence & Compliance - Maintains disciplined documentation, change management, security awareness, and audit readiness.
- AI Usage & Digital Fluency - Responsibly uses AI-enabled tools and emerging technologies to improve analysis, documentation, automation, knowledge management, and service delivery while maintaining sound judgment, data protection, and compliance awareness.
- Communication & Influence - Effectively communicates with technical and non-technical stakeholders.
MINIMUM QUALIFICATIONS:- Minimum of five years of production experience supporting enterprise technology platforms, service management tools, workflow applications, or other business-critical systems.
- Hands-on experience administering, configuring, enhancing, or supporting an ITSM platform such as Ivanti, ServiceNow, Jira Service Management, BMC Helix, Freshservice, or a comparable enterprise service management solution.
- Background designing and implementing forms, business rules, service catalogs, automations, dashboards, reports, or related platform capabilities.
- Working knowledge of ITIL-aligned service management practices.
- Ability to gather business requirements and translate them into scalable technical solutions.
- Strong analytical, troubleshooting, and problem-solving skills.
- Ability to effectively collaborate with technical and business stakeholders.
PREFERRED QUALIFICATIONS:- Ivanti administration experience strongly preferred; relevant ITSM or ITIL certification; familiarity with CMDB, Asset Management, Discovery, Service Catalog, Knowledge Management, automation, self-service, business process improvement, integrations, and regulated environments.
JOB CONDITIONS:- Hybrid work environment; occasional travel may be required.
Additional Information:Pay range and additional compensation details to be determined based on experience and internal equity.
OnPoint employees are rewarded, acknowledged and appreciated! We take care of our members, and OnPoint takes care of us by offering employees a generous vacation package, incentives, competitive hourly pay, 100% - paid employee medical, dental and vision premiums, Tri-Met / parking passes, 401k matching, tuition reimbursement and more!
