ITSM Engineer

Role Summary:The HaloITSM Engineer is responsible for the configuration, administration, and continuous improvement of the HaloITSM platform. This role supports ITIL-aligned service management processes and ensures the platform is optimized for performance, usability, and integration with other business systems.Key Responsibilities:Lead end-to-end deployment and configuration of HaloITSM modules (Incident, Problem, Change, Asset, Service Request).Customize workflows, dashboards, forms, and reports to meet business requirements.Integrate HaloITSM with third-party tools (e.g., Microsoft Teams, Power BI, Azure AD, ERP systems) using APIs and connectors.Implement automation for routine tasks (e.g., ticket routing, SLA notifications).Align platform configuration with ITIL v4 best practices.Monitor system performance and apply updates, patches, and enhancements.Provide expert-level support and training to IT staff and end-users.Collaborate with stakeholders to define service catalogues and improve service delivery.Document configurations, processes, and training materials for knowledge transfer.Support post-deployment activities including troubleshooting and user feedback incorporation.Required Skills & Qualifications:3+ years of experience implementing and managing ITSM platforms (HaloITSM, ServiceNow, Freshservice, etc.).1+ year hands-on experience with HaloITSM preferred.Strong understanding of ITIL v4 processes; ITIL Foundation certification is a plus.Proficiency in configuring workflows, forms, and reporting within HaloITSM.Experience with REST/SOAP APIs and cloud integrations (Azure, AWS).Familiarity with Microsoft ecosystem (Active Directory, Power BI, Teams).Basic scripting skills (PowerShell, JavaScript) for automation.Excellent communication and stakeholder engagement skills.Strong analytical and problem-solving abilities.Desirable Attributes:Experience in mid-sized to large enterprise environments (1000+ users).Ability to lead workshops and training sessions.Passion for continuous improvement and service excellence.Comfortable working in agile or hybrid project environments.Benefits:Risk and Retirement Annuity.