Job Description & How to Apply Below
Location:
Remote , India .
Role Overview
We are seeking an experienced ITSM Technical Lead / Integration Lead to lead the architecture, integration, automation, and enhancement of enterprise-scale IT Service Management (ITSM) platforms and related enterprise systems.
This role is not focused on pure platform administration or workflow configuration. Instead, the primary focus is designing and implementing integrations and automations between the ITSM platform and enterprise systems such as identity platforms, HRMS, Finance systems, asset and endpoint management tools, monitoring platforms, collaboration systems, and internal applications/APIs.
The ideal candidate will bring strong experience in ITSM platform integrations, enterprise automation, API-driven architectures, and hands-on technical development , along with the ability to guide a small technical team and collaborate with global stakeholders and vendors.
Experience with Ivanti ITSM is strongly preferred; however, candidates with strong product-agnostic ITSM integration experience across platforms such as Service Now, Jira Service Management, BMC, Fresh service, or similar will also be considered.
Key Responsibilities
ITSM Integration & Automation
Design, build, and maintain integrations between ITSM platforms and enterprise systems including:
Google Workspace
Active Directory / Azure AD
LDAP / SCIM-based identity systems
HRMS and Finance platforms
Asset and endpoint management systems
Monitoring and observability platforms
Internal business applications and APIs
Develop scalable automation solutions for:
User onboarding/offboarding
Access provisioning and lifecycle management
Incident and request automation
Asset synchronization
Operational workflows and notifications
Define integration architecture patterns using:
REST/SOAP APIs
Webhooks
Middleware
Event-driven integrations
Scripting and orchestration frameworks
Technical Leadership
Provide hands-on technical leadership to a small engineering and support team.
Guide development standards, code quality, documentation, and release management practices.
Conduct architecture and code reviews to ensure scalable and maintainable solutions.
Partner with the Scrum Master/Product Manager to drive Agile delivery and prioritization.
Mentor team members on integration design, automation practices, and enterprise system interoperability.
Platform Engineering & Solution Design
Define end-to-end architecture for ITSM-related services and integrations.
Evaluate business requirements and translate them into scalable technical solutions.
Ensure best practices around configuration vs customization to minimize technical debt.
Support modernization and AI-enabled automation initiatives across IT operations.
Stakeholder & Vendor Management
Collaborate with infrastructure, security, HR, Finance, and business teams to understand integration requirements.
Work with third-party vendors and platform providers to deliver integration and automation initiatives.
Manage delivery expectations, timelines, SLAs, and operational support requirements.
Communicate technical solutions effectively to both technical and non-technical stakeholders.
Governance, Security & Compliance
Ensure integrations and automations adhere to enterprise security, compliance, and governance standards.
Support ITIL-aligned service management processes and operational best practices.
Maintain secure authentication and authorization standards across connected systems.
Required Qualifications
Bachelor’s degree in Computer Science, Information Systems, or related field.
8–12 years of experience in ITSM solution delivery, enterprise integrations, or platform engineering.
Strong experience integrating ITSM platforms with enterprise/internal systems.
Hands-on experience with:
REST/SOAP APIs
Webhooks
Middleware/integration frameworks
Automation and orchestration tools
Experience with identity and user lifecycle integrations involving:
Google Workspace
Active Directory / Azure AD
LDAP / SCIM
Strong scripting/programming experience in one or more of:
Python
Node.js
Java Script
Java
Power Shell
Strong understanding of enterprise architecture and system interoperability.
Experie…
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