Associate Software Developer

• Lead the architecture, design, and implementation of enterprise-scale ITSM solutions using Service Desk Plus Enterprise or similar ITSM platforms.
  
• Define scalable, sustainable, and standardized ITSM platform architecture aligned with business and operational requirements.
  
• Conduct process reviews, discovery sessions, requirements workshops, and stakeholder consultations to identify service management needs.
  
• Translate business and technical requirements into effective ITSM processes, workflows, service models, and platform solutions .
  
• Develop solution designs, workflow diagrams, process documentation, and technical specifications.
  
• Establish platform standards, configuration guidelines, governance processes, and best practices.
  
• Lead process reviews and stakeholder governance meetings to evaluate service performance, process effectiveness, and improvement opportunities.

Service Desk Plus Enterprise Configuration

Configure, administer, and maintain Service Desk Plus Enterprise modules, including:

• Incident Management
  
• Request Management
  
• Change Management
  
• Problem Management
  
• Asset Management
  
• Service Catalog
  
• CMDB
  
• Design and optimize request templates, categories, forms, business rules, approval processes, user roles, escalation paths, notifications, and SLAs .
  
• Configure service workflows and automation rules to improve service delivery and operational efficiency.
  
• Design and maintain Service Catalog structures and self-service capabilities.
  
• Ensure platform configurations are scalable, maintainable, secure, and aligned with organizational standards.

Workflow Automation Orchestration

• Design and implement workflow automation, orchestration, and self-service capabilities across ITSM processes.
  
• Identify opportunities to automate repetitive service desk and IT operations activities.
  
• Develop automated approval, assignment, escalation, notification, and fulfillment workflows.
  
• Evaluate and implement automation capabilities that improve ticket resolution, SLA compliance, and operational efficiency.
  
• Support integration of AI-enabled service management features, chatbots, virtual assistants, and predictive analytics where applicable.
  
• Continuously evaluate emerging ITSM automation capabilities and recommend improvements.

ITIL Process Management

Design, implement, and optimize ITIL-aligned processes covering:

• Incident Management
  
• Request Fulfillment
  
• Change Management
  
• Problem Management
  
• Asset Management
  
• Configuration Management
  
• Service Level Management
  
• Support Change Advisory Board (CAB) processes and governance workflows.
  
• Define and optimize SLAs, OLAs, escalation procedures, and service performance standards.
  
• Ensure ITSM processes are standardized and consistently implemented across teams.
  
• Identify process gaps and recommend improvements based on operational data and stakeholder feedback.

Enterprise Integrations API Architecture

• Design and support enterprise application integrations between the ITSM platform and other business and technology systems.
  
• Define API and automation design strategies for integrating Service Desk Plus with enterprise applications.
  
• Work with REST APIs, web services, and other integration technologies as applicable.
  
• Support integrations with systems such as HRIS, ERP, identity platforms, monitoring tools, endpoint management platforms, collaboration tools, and other enterprise applications.
  
• Define integration requirements, data flows, authentication methods, error handling, and monitoring processes.
  
• Ensure integrations are secure, reliable, scalable, and maintainable.

CMDB Configuration Management

• Define and maintain Configuration Management Database (CMDB) concepts, standards, and governance.
  
• Support identification and management of Configuration Items (CIs), relationships, dependencies, and ownership.
  
• Establish processes for maintaining accurate and reliable configuration data.
  
• Integrate CMDB information with Incident, Problem, Change, Asset, and other ITSM processes.
  
• Identify opportunities to improve configuration data quality and visibility across the enterprise.

Reporting, Analytics Performance Management

• Analyze ITSM data and develop reports, dashboards, KPIs, scorecards, and service performance metrics .
  
• Monitor SLA compliance, ticket volumes, backlog health, resolution trends, recurring incidents, and service performance.
  
• Provide data-driven insights to IT leadership and stakeholders.
  
• Identify trends and process bottlenecks and recommend corrective actions.
  
• Support predictive analytics and AI-enabled reporting capabilities where applicable.

Governance, Compliance Continuous Improvement

• Establish and maintain ITSM platform governance, configuration standards, and compliance controls .
  
• Ensure ITSM processes align with organizational policies, ITIL best practices, and applicable regulatory requirements.
  
• Support audits by maintaining accurate ITSM records, process documentation, configuration documentation, and governance evidence.
  
• Identify opportunities for ITSM transformation and continuous improvement .
  
• Develop roadmaps for platform enhancements, automation, integrations, and process maturity.
  
• Evaluate existing processes and recommend improvements that enhance efficiency, user experience, service quality, and operational control.

Implementation, Testing Production Support

Lead ITSM platform enhancement initiatives through the complete lifecycle:

• Requirements Gathering
• Process Analysis
• Solution Design
• Configuration
• Development