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Itsm Engineer information

See Massachusetts salary details

$40.4K

$95.3K

$149.1K

How much do itsm engineer jobs pay per year?

As of Aug 21, 2026, the average yearly pay for itsm engineer in Massachusetts is $95,255.00, according to ZipRecruiter salary data. Most workers in this role earn between $83,500.00 and $106,500.00 per year, depending on experience, location, and employer.

What is an ITSM engineer?

ITSM Engineers are professionals who specialize in implementing, managing, and optimizing IT Service Management (ITSM) frameworks and tools within organizations. They ensure that IT services align with business needs by designing workflows, automating processes, and supporting ITSM platforms like ServiceNow, BMC Remedy, or Cherwell. Their responsibilities often include configuring service catalogs, managing incidents and requests, and improving service delivery through best practices based on ITIL or other standards. These engineers play a key role in maintaining high service quality and efficient IT operations.

What skills and qualifications are needed to thrive as an ITSM engineer?

To thrive as an ITSM Engineer, you need a strong background in IT service management frameworks (such as ITIL), process optimization, and incident/problem management, often supported by a degree in IT or related certifications. Familiarity with ITSM platforms like ServiceNow, BMC Remedy, or Jira Service Management, as well as ITIL certification, is commonly required. Excellent communication, analytical thinking, and customer service skills help you collaborate effectively and address stakeholder needs. These abilities ensure efficient IT service delivery, continuous improvement, and alignment of IT services with business objectives.

How does an ITSM engineer typically collaborate with other IT teams to resolve incidents and implement changes?

An ITSM Engineer works closely with various IT teams, such as network, security, and application support, to ensure smooth incident resolution and effective change management. They often coordinate communication between stakeholders, facilitate root cause analysis meetings, and document processes to maintain compliance with ITIL standards. Collaboration tools and regular stand-ups are common, helping the ITSM Engineer bridge gaps between technical teams and business units to ensure services meet organizational needs.

What is the difference between Itsm Engineer vs Service Desk Analyst?

AspectItsm EngineerService Desk Analyst
CertificationsITIL, Service Management certificationsITIL, Service Desk certifications often preferred
Work EnvironmentIT departments, technical teams, enterprise environmentsHelp desk, support centers, customer service settings
ResponsibilitiesDesigning, implementing, and managing ITSM processesHandling user tickets, troubleshooting, providing first-line support
Industry UsageIT service providers, large organizationsAny organization with IT support needs

While both roles involve IT support and require ITIL knowledge, an Itsm Engineer focuses on designing and managing ITSM processes, whereas a Service Desk Analyst primarily handles user support and issue resolution. The Itsm Engineer's role is more technical and process-oriented, while the Service Desk Analyst provides frontline support to end-users.

What are popular job titles related to Itsm Engineer jobs in Massachusetts?

For Itsm Engineer jobs in Massachusetts, the most frequently searched job titles are:

What job categories do people searching Itsm Engineer jobs in Massachusetts look for?

The top searched job categories for Itsm Engineer jobs in Massachusetts are:

Itsm Engineer jobs near you
Infographic showing various Itsm Engineer job openings in Massachusetts as of August 2026, with employment types broken down into 92% Full Time, 2% Part Time, and 6% Contract. Highlights an 87% Physical, 4% Hybrid, and 9% Remote job distribution, with an average salary of $95,255 per year, or $45.8 per hour.

ServiceNow ITSM & HRSD Technical Lead - w2

Sidram Technologies

Boston, MA • On-site

$58.75 - $80.75/hr

Contractor

Re-posted 22 days ago

Job description

Job- ServiceNow ITSM & HRSD Technical Lead

Location: Hybrid role in Boston, MA

Job Description
Role Summary
The ServiceNow ITSM & HRSD Technical Lead is responsible for leading the design,
development, and implementation of ServiceNow solutions with a strong focus on IT
Service Management and HR Service Delivery modules. This role will oversee solution
architecture, integrations, platform governance, technical delivery, and production
support activities to ensure scalable and high-quality ServiceNow implementations.
Key Responsibilities
Technical Leadership & Solution Design
· Lead end-to-end ServiceNow support or implementations for ITSM and HRSD.
· Translate business requirements into scalable and compliant technical solutions.
· Define and maintain platform architecture, data models, and integration
designs.
· Drive CMDB, Service Catalog, and Workflow design best practices.
Development & Configuration
· Configure and customize ServiceNow modules using Flows, UI Policies,
Business Rules, Script Includes, Client Scripts, Widgets, and IntegrationHub.
· Develop and maintain HR Case & Knowledge Management, HR Services,
Lifecycle Events, and Employee Center experiences.
· Implement ITSM processes including Incident, Problem, Change, Request,
Knowledge, CMDB, SLA, and Discovery where applicable.
Integration & Platform Governance
· Design and manage integrations between ServiceNow and external systems
(REST, SOAP, MID Server, OAuth).
· Govern platform upgrades, patches, performance tuning, and security
compliance.
· Ensure adherence to ServiceNow coding, naming, and security standards.
Team & Stakeholder Collaboration
· Lead and mentor ServiceNow developers and analysts.
· Work closely with Business Stakeholders, HR, ITSM Process Owners, Security
Teams, and Project Managers.
· Lead workshops, solution reviews, demos, and UAT sessions.
Required Skills & Experience
· 8+ years hands-on ServiceNow implementation experience.
· Strong expertise in ITSM and HRSD modules.
· Proficiency in JavaScript, Glide API, Flow Designer, ATF, Scoped Apps.
· Experience designing HR Case Management, Employee Service Center portals,
HR Knowledge & Services.
· Hands-on experience working with CMDB & Service Mapping (preferred).
· Experience with ServiceNow IntegrationHub and REST/SOAP API
integrations.
· Strong understanding of ITIL & HR process workflows.
Certifications (Preferred)
· ServiceNow Certified System Administrator (CSA) – Required
· ServiceNow ITSM Implementation Specialist
· ServiceNow HRSD Implementation Specialist
· ITIL v3/v4 Foundation
Soft Skills
· Excellent communication, documentation, and stakeholder engagement skills.
· Ability to lead technical teams and manage delivery timelines.
· Problem-solving and analytical thinking with a proactive work approach.

Job Responsibilities
Work with stakeholders to capture requirements for incidents, catalog, workflows, Discovery behaviour, ITSM/ITOM/ITAM processes, license models, playbooks or any other platform enhancement requests.
Convert business needs into functional requirements/user stories.
Validate OOB capabilities vs customization needs.
Maintain process documentation (ITSM processes, CMDB governance, SAM entitlement processes, ITAM lifecycle).
Perform UAT coordination, stakeholder alignment, and release readiness validation.
Drive continuous improvement and identify automation opportunities.
Drive sprint planning along side PVH platform and process owners
Represent enhancements/ changes on platform at CAB for approvals
Oversee and coordinate for release as per CAB approvals
ServiceNow Agile module to create enhancement requests and stories, no other tools are used(Jira, Confluence, etc.)
ITSM/ITOM platform refers to ServiceNow ITSM/ITOM module only

Rachael

IT Services | Development | Staffing

URL: http:/www.sidramtech.com |

Email: rachael@sidramtech.com  

Direct: 4705239688

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