Software Engineer

Job Duties and Responsibilities (overall tasks and expectations of the position):

• Collaborate with business users and technical stakeholders to understand, document, and translate requirements into scalable ITSM solutions.
• Configure, customize, and enhance Ivanti workflows, business rules, forms, layouts, business objects, dashboards, reports, and automation.
• Develop and support Service Request, Service Catalog, Incident, Change/Release, and Knowledge Management modules and related platform capabilities.
• Build and support integrations using REST APIs/JSON and other supported integration methods; troubleshoot data, workflow, and platform issues.
• Develop service-management reporting, analytics, and operational dashboards; use SQL for reporting and troubleshooting, with SSRS experience preferred.
• Prepare and maintain technical documentation, including configuration documentation, workflow diagrams, deployment instructions, and change/release notes.
• Support system testing, User Acceptance Testing (UAT), demonstrations, environment promotion, production deployment, post-production validation, and support.
• Participate in Change Advisory Board (CAB) activities and take ownership of ITSM platform change requests through implementation and closure.
• Work closely with PM, BA, QA, and development team members in an Agile/CI/CD delivery model, including two-week sprint cycles and coordinated module development.
• Perform other assignments as required.

Minimum Qualifications (based on the job code):

• At least two (2) years of hands-on experience configuring, developing, or supporting an enterprise ITSM platform.
• Experience configuring workflows, business rules, forms, service catalog items, reports, dashboards, and automation.
• Working knowledge of JavaScript, SQL, REST APIs/JSON, workflow management, and low-code/no-code configuration principles.
• Understanding of ITSM/ITIL processes, including Incident, Service Request, Change/Release, Knowledge, and Service Catalog management.

Qualifications (based on the needs of the position):

• Hands-on experience with Ivanti ITSM / Ivanti Neurons for ITSM or ITAM, including familiarity with the Ivanti object model.
• Comparable development/configuration experience with ServiceNow, BMC, Jira Service Management, or ManageEngine ServiceDesk Plus.
• Experience with project/package development, version management, environment promotion, and release practices for low-code platforms.
• Strong SQL skills; experience with SQL Server Reporting Services (SSRS) is preferred.
• Experience working in Agile/Scrum, CI/CD, or DevOps delivery models.
• ITIL certification is preferred.

Additional competencies

• Strong analytical, troubleshooting, and problem-solving skills.
• Strong written and verbal communication and stakeholder coordination skills.
• Ability to collaborate effectively with business users, PMs, BAs, QA, developers, vendors, and technical teams.
• Ability to manage multiple priorities, document solutions clearly, and work independently within established delivery standards.

Other Information (various scheduling options, standard office hours, travel required, etc):

• This is a remote position; the candidate is expected to collaborate with the team and participate in scheduled meetings and discussions.
• Standard work hours are 8:00 AM - 5:00 PM.
• The position may require coordination during major system releases, production deployments, outages, or other critical platform events.

• Skill

Required / Desired

Hands-on experience configuring, developing, or supporting an enterprise ITSM platform.

Required

Ivanti ITSM / Ivanti Neurons

Highly desired

ServiceNow, BMC, Jira Service Management, or ManageEngine ServiceDesk Plus (at least one of these platforms may be considered in lieu of Ivanti exp)

Required

Agile/Scrum, CI/CD, or DevOps

Required

JavaScript

Required

SQL

Required

REST APIs/JSON

Required

Understanding of ITSM/ITIL processes, including Incident, Service Request, Change/Release, Knowledge, and Service Catalog management.

Required