Software Engineer
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Optomi, in partnership with an industry-leading agricultural company, is seeking a Senior ITSM Platform Developer to support the ongoing enhancement, administration, integration, and automation of the enterprise IT Service Management platform. This role will serve as a hands-on technical expert responsible for developing and maintaining workflows, automations, integrations, service catalogs, asset management capabilities, CMDB enhancements, reporting, and self-service portal experiences within the Halo ITSM platform.
The ideal candidate will have strong ITSM platform development experience, with Halo ITSM preferred, along with a solid understanding of ITIL processes, service management best practices, systems integration, and workflow automation.
Key Responsibilities:
Halo Platform Development
- Design, develop, configure, and maintain workflows, business rules, forms, scripts, and automations within the Halo ITSM platform.
- Build and enhance Incident, Request, Problem, Change, Knowledge, Asset, and Service Catalog processes.
- Configure service request fulfillment workflows and approval processes.
- Develop dashboards, KPIs, reports, and operational metrics.
- Enhance self-service portal functionality and overall user experience.
Automation & Integrations
- Design and implement integrations between Halo ITSM and enterprise platforms including Microsoft Entra ID, Active Directory, Microsoft 365, Intune, CyberArk, Zoom Contact Center, Snowflake, HR systems, and ERP applications.
- Develop API-driven integrations and automation solutions that improve service delivery and reduce manual effort.
- Troubleshoot integration failures, automation issues, synchronization gaps, and platform performance concerns.
Asset & Configuration Management
- Support the ongoing development and administration of CMDB and asset management capabilities.
- Improve asset lifecycle management, configuration item accuracy, and overall data quality.
- Develop automated asset discovery, reconciliation, inventory, and cleanup processes.
- Establish governance standards and quality controls for configuration and asset data.
Process Improvement & Collaboration
- Partner with Service Desk, Infrastructure & Operations, Security, Enterprise Applications, and business stakeholders to identify automation opportunities.
- Translate business requirements into scalable ITSM platform solutions.
- Recommend platform improvements aligned with ITIL and enterprise service management best practices.
- Participate in platform roadmap planning, testing, deployments, and production change activities.
Documentation & Knowledge Sharing
- Create and maintain technical documentation, operational runbooks, and support procedures.
- Provide knowledge
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