7+ years in enterprise applications, ITSM/ESM engineering, or workflow automation, with 3+ years hands-on configuring a major service management platform.
Experience building service catalogs, workflows, approvals, permissions, SLAs, and employee-facing service portals.
Proven track record of leading platform implementations or redesigns through testing, migration, and production support.
Familiarity with leading ESM platforms like ServiceNow, Freshservice, and Jira Service Management.
Practical skills in integration and automation using APIs, scripting, and platform workflow tools.
Understanding of ITSM practices, confidentiality, role separation, and auditability in HR and Legal workflows.
Ability to guide stakeholders toward maintainable solutions and mentor other engineers.
Responsibilities
Translate requirements from various departments into platform capabilities and implementation plans.
Lead technical configuration and rollout of the selected ESM platform, including roles, access, and service integrations.
Plan the transition from TeamDynamix, managing service data and workflows.
Establish configuration standards, documentation, and technical governance to avoid fragile customizations.
Build an employee service portal with request forms, approvals, and SLAs.
Automate common requests and coordinate cross-team workflows with HR and IT.
Engineer knowledge-driven self-service and virtual-agent interactions, ensuring accurate outcomes.
Own platform troubleshooting, monitoring, and vendor escalations post-launch.
Benefits
Opportunity to lead the implementation of a cutting-edge ESM platform.
Collaborative work environment with cross-departmental engagement.
Chance to mentor and guide junior engineers.
Involvement in innovative projects integrating AI and automation.
Potential for career growth in a rapidly evolving field.
Full Job Description
The role
DDN is looking for a senior engineer to select, build, and own an enterprise service management (ESM) platform that can support more than IT. This person will be the lead hands-on engineer for evaluation, proof of concept, implementation, and ongoing support, enhancement, and maintenance of the ESM platform. The role includes service catalog design, cross-department workflows, integrations, and AI-assisted employee support, working with process owners.
What you'll do
Platform selection and implementation
Translate requirements from IT, HR, Facilities, Legal, Finance, and Engineering into platform capabilities, evaluation criteria, proofs of concept, and practical implementation plans.
Lead technical configuration and rollout of the selected ESM platform, including roles, access, data models, environments, release practices, and service integrations.
Plan the transition from TeamDynamix, including service data, active requests, knowledge, workflows and reporting where migration is appropriate.
Establish configuration standards, documentation, support processes and technical governance to avoid fragile customizations.
Catalog, workflow and AI engineering
Build a clear employee service portal and catalog, with request forms, approvals, routing, SLAs, notifications and role-based access.
Automate common requests and coordinate cross-team employee lifecycle workflows with HR, IAM, Endpoint Engineering and IT Service Operations.
Engineer knowledge-driven self-service, virtual-agent interactions and approved workflow actions; measure accurate outcomes and safe handoff to support staff.
Integrate identity, collaboration, asset/configuration data and business systems using supported APIs, connectors or secure custom integrations.
Operations and engineering leadership
Own advanced platform troubleshooting, monitoring, release testing, security reviews and vendor escalations after go-live.
Provide technical direction and design review for the India-based ESM Platform Engineer and other configuration contributors.
Work with service owners on dashboard definitions, process improvements, and prioritization of platform changes.
What we're looking for
7+ years in enterprise applications, ITSM/ESM engineering, or workflow automation, with at least 3+ years of hands-on experience configuring a major service management platform.
Experience building service catalogs, workflows, approvals, permissions, SLAs, knowledge, and employee-facing service portals.
Evidence of leading a platform implementation or substantial redesign through testing, migration, and production support.
Experience working on leading ESM platforms such as ServiceNow, Freshservice, and Jira Service Management.
Practical integration and automation skills with APIs, scripting, platform workflow tools, or comparable technologies.
Understanding of ITSM practices and the need for confidentiality, role separation, and auditability in HR and Legal workflows.
Ability to guide stakeholders toward maintainable solutions and mentor other engineers.
Helpful experience
Experience comparing ESM/ITSM products or moving from one platform to another.
Experience with HR, Facilities, or Legal service delivery in addition to IT.
Experience with virtual agents, AI-assisted service, CMDB integration, or automated employee lifecycle workflows.
Initial priorities: Complete platform evaluation and proof of concept, launch the IT service foundation, then enable additional business functions and employee self-service in phases.
