ITSM Platform Engineer

About the Role

Join us as an ITSM Platform Engineer within Barclaycard Payments to design, configure and continuously improve the ITSM platform capability that enables modern, risk‑based change across a CI/CD‑led engineering environment.

The role is hands‑on: building the workflows, automation, integrations, data models and control evidence needed to make change safe, observable, auditable and low‑friction for engineering teams. You will own the design and engineering of ITSM change enablement workflows within Jira Service Management, integrating change, incident, request and CMDB/service management capabilities with monitoring, CI/CD and observability platforms. The mandate is to move change control from manual governance into platform‑enabled, policy‑driven guardrails that support speed, control and regulatory confidence.

• Build and maintain ITSM workflows, automation, integrations, data models and control evidence for change, incident, request and CMDB.
• Design and engineer change enablement workflows within Jira Service Management.
• Integrate ITSM platforms with monitoring, CI/CD and observability services.
• Move change control from manual governance into platform‑enabled, policy‑driven guardrails.
• Embed AI Ops capabilities into ITSM products and workflows.
• Automate service operations using scripting and workflow orchestration.
• Apply platform engineering / Dev Ops practices to support ITSM.
• Understand data models (CMDB) and service mapping in modern architectures.

• Hands‑on engineering experience with Service Now (or equivalent ITSM tooling).
• Ability to design, configure, and scale ITSM workflows (incident, change, request, CMDB) and integrate them with monitoring, CI/CD, and observability.
• Experience designing and embedding AI Ops capabilities into ITSM products and workflows.
• Experience automating service operations using scripting / workflow orchestration.
• Exposure to platform engineering / Dev Ops practices.
• Understanding of data models (CMDB) and service mapping in modern architectures.
• Strong risk and controls awareness, change and transformation skills, business acumen, strategic thinking and digital technology expertise.

The successful candidate will be based in London. Our offices are located at 1 Churchill Place and 7 Westferry Circus (new BPL office).