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ITSM Platform Developer – Ivanti / ServiceNow

Location: Remote
Schedule: Full-Time | Monday–Friday | 8:00 AM–5:00 PM

What This Job Really Is:

We are seeking an experienced ITSM Platform Developer to configure, customize, integrate, and support an enterprise IT Service Management platform.

The primary environment is Ivanti Neurons for ITSM, but candidates with strong hands-on development/configuration experience in ServiceNow, BMC, Jira Service Management, or ManageEngine ServiceDesk Plus may also be considered.

This is not a helpdesk or service-desk position. Simply using an ITSM platform to create, update, or resolve tickets does not meet the experience requirement.

The successful candidate will have at least 2 years of hands-on ITSM platform configuration/development experience, along with professional experience using JavaScript, SQL, REST APIs/JSON, ITSM/ITIL processes, and Agile/CI/CD or DevOps delivery practices.

What You’ll Do:

• Configure, customize, enhance, and support Ivanti Neurons for ITSM
• Translate business and service-management requirements into scalable technical solutions
• Configure and develop:
• • workflows
  • business rules
  • forms and layouts
  • business objects
  • service catalog items
  • dashboards
  • reports
  • automation
• Support Incident, Service Request, Change/Release, Knowledge, and Service Catalog Management
• Build and troubleshoot integrations using REST APIs and JSON
• Use JavaScript for platform configuration, customization, and automation
• Use SQL for reporting, data analysis, and troubleshooting
• Develop operational dashboards and service-management reporting
• Support system testing, UAT, demonstrations, releases, and production deployments
• Promote configurations and application changes between environments
• Troubleshoot configuration, workflow, integration, and platform issues
• Create and maintain workflow diagrams, technical documentation, deployment instructions, and release notes
• Participate in Change Advisory Board activities and manage platform changes through implementation and closure
• Collaborate with business users, project managers, business analysts, QA teams, developers, vendors, and other technical stakeholders
• Work within Agile/Scrum, CI/CD, or DevOps delivery practices
• Support major releases, production deployments, outages, and other critical platform events as needed

Must-Have Qualifications:

Candidates must have at least 2 years of professional experience in the following areas:

Enterprise ITSM Platform Experience.

At least 2 years of hands-on experience configuring, developing, administering, or supporting the platform itself using one or more enterprise ITSM solutions, such as:

• Ivanti Neurons for ITSM
• ServiceNow
• BMC
• Jira Service Management
• ManageEngine ServiceDesk Plus

Important: Experience limited to working tickets as an ITSM end user does not meet this requirement.

ITSM Platform Configuration

At least 2 years of experience configuring or developing capabilities such as:

• Workflows
• Business rules
• Forms
• Service catalog items
• Reports
• Dashboards
• Automation

JavaScript

At least 2 years of professional JavaScript experience used for application development, platform customization, workflow automation, scripting, or similar technical work.

SQL

At least 2 years of professional SQL experience, including reporting, querying, troubleshooting, data validation, or application support.

REST APIs / JSON

At least 2 years of experience working with REST APIs and JSON for application integrations, data exchange, development, automation, or troubleshooting.

Agile / CI-CD / DevOps

At least 2 years of experience working within Agile/Scrum, CI/CD, or DevOps-oriented software delivery environments.

ITSM / ITIL Processes

At least 2 years of experience working with ITSM/ITIL service-management processes, including:

• Incident Management
• Service Request Management
• Change/Release Management
• Knowledge Management
• Service Catalog Management

Strongly Preferred:

Ivanti Experience

At least 2 years of hands-on Ivanti ITSM / Ivanti Neurons experience is highly desired.

Candidates with direct experience in the following will be especially competitive:

• Ivanti Neurons for ITSM
• Ivanti ITAM
• Ivanti object model
• Ivanti workflows and business objects
• Ivanti Service Catalog
• Ivanti integrations
• Ivanti reporting and dashboards

Direct Ivanti experience is preferred, but strong development/configuration experience with a comparable enterprise ITSM platform may be considered.

Additional Preferred Experience:

• ServiceNow development or administration
• BMC development/configuration
• Jira Service Management administration/development
• ManageEngine ServiceDesk Plus
• SQL Server Reporting Services (SSRS)
• Low-code/no-code application development
• Application/package version management
• Environment promotion
• Release management
• User Acceptance Testing (UAT)
• Change Advisory Board (CAB) processes
• ITIL certification

Before You Apply:

You are likely a strong candidate if you can answer yes to these questions:

1. Do you have at least 2 years of hands-on experience configuring or developing an enterprise ITSM platform—not simply using one to work support tickets?

2. Have you personally configured workflows, business rules, forms, service catalog items, reports, dashboards, or automation?

3. Do you have at least 2 years of professional experience with JavaScript and SQL?

4. Do you have at least 2 years of experience working with REST APIs and JSON for integrations, development, automation, or troubleshooting?

5. Do you have at least 2 years of experience with ITSM/ITIL processes and Agile/Scrum, CI/CD, or DevOps delivery?

Reasons to Pause Before Applying:

This position may not be a strong match if:

• Your experience with ServiceNow, Ivanti, BMC, Jira, or ManageEngine consists primarily of creating and resolving tickets
• You have not configured or developed an ITSM platform
• You have never built workflows, business rules, forms, catalog items, or platform automation
• You do not have professional JavaScript experience
• You do not have professional SQL experience
• You have not worked with REST APIs and JSON
• You have little or no Agile, CI/CD, or DevOps experience
• You do not understand core ITSM processes beyond helpdesk ticket management

What a Strong Candidate Probably Looks Like:

A strong candidate will likely have worked as an:

• ITSM Platform Developer
• Ivanti Developer
• Ivanti Administrator
• ServiceNow Developer
• ServiceNow Administrator
• ITSM Application Developer
• ITSM Platform Engineer
• BMC Developer / Administrator
• Jira Service Management Administrator