Location:
Remote
Contract:
W2 only, 6 month contract with potential for extension or conversion to full time with either the client or CEI
Pay:
$65-68/hour + optional medical, dental, vision, 401(k) match
Overview
Our client is seeking a highly skilled Senior ITSM Platform Developer to support ongoing enhancement, administration, integration, and automation of the enterprise IT Service Management platform. This role will serve as a hands-on technical expert responsible for developing and maintaining workflows, automations, integrations, service catalogs, asset management capabilities, CMDB enhancements, reporting, and portal experiences within the Halo ITSM platform.
Key Responsibilities
- Design, develop, configure, and maintain workflows, business rules, forms, scripts, and automation within Halo ITSM.
- Build and optimize Incident, Request, Problem, Change, Knowledge, Asset, and Service Catalog processes.
- Configure service request fulfillment workflows and approval processes.
- Develop custom dashboards, KPIs, reports, and performance metrics.
- Support self-service portal enhancements and user experience improvements.
- Design and implement integrations between Halo ITSM and enterprise platforms such as Microsoft Entra ID, Active Directory, Microsoft 365, Intune, CyberArk, Zoom Contact Center, Snowflake, HR systems, and ERP systems.
- Develop API-based integrations and automation solutions to reduce manual effort and improve service delivery.
- Troubleshoot integration failures, automation issues, data synchronization gaps, and platform performance concerns.
- Support ongoing development and maintenance of the CMDB and asset management capabilities.
- Improve asset lifecycle management processes, asset data quality, and configuration item accuracy.
- Develop automated asset discovery, reconciliation, cleanup, and inventory processes.
- Establish data governance and quality controls for configuration items and assets.
- Partner with Service Desk, Infrastructure & Operations, Security, Enterprise Applications, and business stakeholders to identify automation opportunities.
- Translate business requirements into scalable ITSM platform solutions.
- Recommend best practices aligned with ITIL and enterprise service management standards.
- Participate in platform roadmap planning, testing, deployment, and production change activities.
- Create and maintain technical documentation, support procedures, and operational runbooks.
- Provide knowledge transfer and mentoring to internal IT staff.
- Document workflow logic, integration dependencies, data flows, and support procedures.
Required Skills
- Bachelor’s degree in Information Systems, Computer Science, or related field, or equivalent professional experience.
- 5+ years of experience administering or developing ITSM platforms.
- 3+ years of workflow automation and systems integration experience.
- Strong understanding of Incident, Request, Change, Problem, Knowledge, Asset, and Configuration Management processes.
- Experience with REST APIs, web services, JSON, XML, webhooks, and authentication methods such as OAuth.
- Experience with scripting and automation technologies such as PowerShell or comparable scripting languages.
- Strong analytical, troubleshooting, requirements-gathering, and stakeholder communication skills.
Preferred Skills
- Halo ITSM Experience
- 2+ years of Halo ITSM administration, configuration, or development experience.
- Experience configuring Halo workflows, service catalogs, automation rules, escalation rules, and reporting.
- Experience implementing Halo integrations and API-based solutions.
- Understanding of Halo Asset Management and CMDB capabilities.
- Experience with ServiceNow, Freshservice, Jira Service Management, Cherwell, or similar ITSM platforms.
- ITIL Foundation certification or higher.
- Microsoft Power Platform experience.
- SQL reporting, data analysis, Power BI, or Snowflake experience.
- Enterprise Infrastructure & Operations experience.
Technical Skills
- ITSM Platforms: Halo ITSM preferred; ServiceNow, Freshservice, Jira Service Management, Cherwell or comparable platforms
- Integration: REST APIs, JSON, XML, Webhooks, OAuth, web services, data synchronization
- Microsoft Ecosystem: Microsoft 365, Entra ID, Active Directory, Intune, PowerShell
- Reporting & Analytics: SQL, Power BI, Snowflake, operational reporting, KPI dashboards
- Process Knowledge: ITIL-aligned Incident, Request, Change, Problem, Knowledge, Asset, and CMDB processes
Success Measures - First 6 Months
- Reduce manual service fulfillment activities through workflow automation.
- Deliver new or improved service catalog and request automation capabilities.
- Improve CMDB and asset data quality through cleanup, governance, or automation.
- Implement or enhance integrations between Halo and key enterprise platforms.
- Develop operational reporting and KPI dashboards for service performance visibility.
- Reduce administrative overhead on Service Desk and Infrastructure teams.
- Establish documentation and support standards for ongoing platform management.
Ideal Candidate Profile
A hands-on ITSM platform developer who can quickly become productive within the Halo environment, understands enterprise service management processes, and can independently deliver workflow automation, integrations, reporting, and platform enhancements that improve operational efficiency across Infrastructure & Operations.
About CEI:
As a trusted technology partner, CEI delivers solutions that help our customers transform their business and achieve meaningful results. From strategy and custom application development through application management - our technology and digital experience services are tailored to meet each unique need of our customers. Our staffing solutions bring specialized skills to complement our customers' workforce and project requirements.
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