The Junior ITSM Developer supports the delivery of the toolset development roadmap and assists with daily administration tasks to ensure the ITSM tool provides agile, automated, and user-friendly solutions to enhance service quality and efficiency for our customers.
In this role, you'll play a key part in maintaining a customer-centric approach, recognizing the significance of a streamlined ITSM toolset in gaining a competitive edge. Your contributions will help drive improvements in operational efficiency, leveraging your skills to support the platform's advancement.
Responsibilities and Duties
- Support analysis and enhancement of automated procedures.
- Aid in identifying areas for automation in ticket support processes.
- Assist in creating request templates and improving tool functionality.
- Support integration management with third-party tools.
- Help maintain Business Services and CI links.
- Assist in implementing solutions to improve Service Desk efficiency.
- Support workflow package implementation.
- Participate in reducing manual input for routine tasks.
- Assist in managing SSO integration.
- Support ITSM toolset integrity across instances.
- Aid in ServiceDesk Plus configuration and customization.
- Design, configure and develop forms and business rules.
- Monitor and analyze system performance and make suggestions for improvements.
- Creating and updating reports and dashboards based on business requirements.
- Participate in creation of Knowledge bases in terms of How To documents and User/Admin guides.
- Familiarity with ITSM processes and best practices.
