Oroprise Solutions Pvt. Ltd. (OSPL)
Website:
oroprise.com
Job details:
Job Title
ITSM Application Engineer / ITSM Tool Developer
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• Role Summary
The ITSM Application Engineer is responsible for designing, developing, configuring, and supporting enterprise IT Service Management (ITSM) platforms. This role requires hands on experience as a developer and a dedicated owner of ITSM tools, ensuring platform stability, automation, integrations, and continuous improvement.
The engineer works closely with service delivery, infrastructure, and business stakeholders to translate operational requirements into scalable ITSM solutions while adhering to ITIL best practices.
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• Key Responsibilities
• ITSM Tool Development & Configuration
• Design, develop, configure, and customize ITSM platforms including:
o ServiceNow
o Ivanti
o TOPdesk
o Jira Service Management
o BMC Helix ITSM
• Develop workflows, forms, business rules, scripts, and automation to support ITIL processes
• Customize modules such as Incident, Change, Problem, Request, CMDB, Asset, and Knowledge Management
• Platform Ownership & Operations
• Act as primary application owner for assigned ITSM tools
• Ensure platform availability, performance, and data integrity
• Manage upgrades, patches, and platform enhancements
• Perform impact analysis and regression testing for changes
• Integrations & Automation
• Build and maintain integrations with monitoring tools, identity systems, CMDBs, and external applications
• Implement automation to reduce manual effort and improve service efficiency
• Support API based and event driven integrations
• ITIL Process Enablement
• Work closely with Incident, Change, Problem, and Service Request teams
• Translate ITIL process requirements into technical implementations
• Support continuous service improvement initiatives
• Change & Problem Support
• Participate in Change Management activities for ITSM enhancements
• Support Problem Management by providing technical insights and system data
• Troubleshoot complex application and workflow issues
• Documentation & Governance
• Create and maintain technical documentation, configuration guides, and SOPs
• Ensure compliance with organizational standards and security requirements
• Support audits and governance reviews related to ITSM platforms
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• Required Skills & Experience
• Core Experience
• Proven experience as an ITSM Application Engineer or ITSM Developer
• Strong hands on development and configuration experience in one or more:
o ServiceNow
o BMC Helix ITSM
o Jira Service Management
o Ivanti
o TOPdesk
• Experience working in enterprise scale ITSM environments
• Technical Skills
• Workflow development and scripting
• ITSM data models and CMDB concepts
• REST / API integrations
• Platform upgrade and release management
• Reporting and dashboards
• Process Knowledge
• Strong understanding of ITIL processes
• Experience supporting Incident, Change, Problem, Request, and Asset Management
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• Preferred Qualifications
• ITIL Foundation or higher certification
• Platform specific certifications (ServiceNow, BMC, Jira, Ivanti, TOPdesk)
• Experience integrating ITSM tools with monitoring or cloud platforms
• Exposure to Agile or DevOps environments
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• Soft Skills
• Strong analytical and problem solving abilities
• Excellent communication and stakeholder management skills
• High ownership and accountability mindset
• Ability to work independently as a dedicated tool owner
Click on Apply to know more.