ITSM Platform Engineer

We’re in the financial services industry, but we’re not a bank. We’re in the “people” business. Inspired by the credit union philosophy of “people helping people,” we’ve developed a strong and growing tradition of investing in our employees, our members, and our community. OnPoint is the largest community-owned credit union in Oregon and continues to grow. Our growth creates opportunities for employees to reach personal and professional goals while contributing to meaningful work for our members and community.

If you are looking to join a dedicated collaborative team, OnPoint is looking for our next ITSM Platform Engineer.

The ITSM Platform Engineer administers, configures, and improves OnPoint’s ITSM platform ecosystem, with Ivanti as the current primary platform. Reporting to the Manager, IT Service Management, this role partners with Technology teams and business stakeholders to improve service management processes, automate manual work, strengthen self-service capabilities, and support platform stability, usability, governance, and continuous improvement.

• Administer, configure, and optimize the ITSM platform while maintaining standards, governance practices, release procedures, configuration controls, and roadmap input that increase utilization, supportability, reliability, and business value.

• Administer forms, business objects, service catalogs, knowledge bases, automations, dashboards, integrations, and reporting capabilities.
• Personally design, configure, test, document, and deploy platform enhancements and new functionality.
• Manage upgrades, release validation, regression testing, and ongoing system maintenance.
• Protect performance, security, availability, and overall system health.
• Troubleshoot complex platform issues and coordinate resolutions with internal teams and external partners.
• Create documentation, configuration notes, support procedures, and knowledge transfer materials that improve internal supportability.

• Design and implement automation solutions that improve operational efficiency and employee experience.
• Automate approval processes, task routing, notifications, and fulfillment activities where appropriate.
• Enhance Incident, Request, Change, Problem, Knowledge, Asset, Configuration, and Service Catalog Management capabilities.
• Promote self-service capabilities that reduce manual effort and improve service outcomes.
• Partner with process owners to continuously improve service management practices through platform capabilities.

• Collaborate with business stakeholders, Business Analysts, PMO resources, and Technology leadership to identify process improvement opportunities, gather requirements, translate business needs into supportable platform solutions, and expand service capabilities when there is a clear business need and sustainable support model.

• Maintain and prioritize an enhancement backlog in partnership with Business Analysts, PMO resources, business stakeholders, and Technology leadership, while independently assessing business value, complexity, risk, and strategic alignment when needed.
• Recommend solutions that maximize organizational value and long-term sustainability.
• Balance operational support, enhancement requests, technical debt, and strategic initiatives.
• Share priorities, timelines, and delivery expectations with business stakeholders.
• Build trusted partnerships across Technology and business teams.

• Improve CMDB structures, asset management capabilities, discovery and reconciliation…