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Job Description
The Junior ITSM Developer supports the delivery of the toolset development roadmap and assists with daily administration tasks to ensure the ITSM tool provides agile, automated, and user-friendly solutions to enhance service quality and efficiency for our customers.
In this role, you'll play a key part in maintaining a customer-centric approach, recognizing the significance of a streamlined ITSM toolset in gaining a competitive edge. Your contributions will help drive improvements in operational efficiency, leveraging your skills to support the platform's advancement.
Responsibilities and Duties
- Support analysis and enhancement of automated procedures.
- Aid in identifying areas for automation in ticket support processes.
- Assist in creating request templates and improving tool functionality.
- Support integration management with third-party tools.
- Help maintain Business Services and CI links.
- Assist in implementing solutions to improve Service Desk efficiency.
- Support workflow package implementation.
- Participate in reducing manual input for routine tasks.
- Assist in managing SSO integration.
- Support ITSM toolset integrity across instances.
- Aid in ServiceDesk Plus configuration and customization.
- Design, configure and develop forms and business rules.
- Monitor and analyze system performance and make suggestions for improvements.
- Creating and updating reports and dashboards based on business requirements.
- Participate in creation of Knowledge bases in terms of How To documents and User/Admin guides.
- Familiarity with ITSM processes and best practices.
Qualifications
- Holder of a relevant degree or certificate from an accredited institution.
- At least 2 years’ experience as ITSM Administrator / Developer or equivalent role in a Service Desk environment.
- Experience of working with ITSM toolsets in an ITIL focused environment.
- Experience of developing and administering ServiceDesk Plus or other similar ITSM toolsets such as:
- ServiceNow
- Freshdesk
- BMC Remedy
- Zendesk
- Experience developing UI forms, fields, notifications, workflows, and JavaScript code.
- Experience in building reports, gauges, and home pages.
- Experience in managing multiple instances of the tool moving changes from development to pre-production and production within a change-controlled environment.
- Able to work in imperfect circumstances.
- Strategic thinker, able to see the bigger picture and understand decisions and potential impact.
- Able to work in a high-pressure environment and effectively deliver competing priorities.
- Excellent written and oral communications skills and ability to communicate at all levels, technical and non-technical.
- Ability to liaise and manage 3rd party suppliers.
- Able to understand and articulate complex ideas.
- Able to gather and analyze information.
- Able to determine service impacts and risks.
- Has a logical and rational approach to problems
- Able to work with business users/partners to identify and refine business requirements and workflows.
- Able to identify and define business solutions for users.
- Able to translate business requirements into technical requirements.
Good to Haves
- Experience in managing a CMDB / Asset management repository.
- Previous experience with cloud services integrations
- Would have worked extensively with Azure AD / O365 stack, OKTA, LDAP
- Experience in maintaining business services and configuration item relationships in the ServiceNow tool.
- Experience in maintaining LDAP / SSO integration and user configurations.
- Experience in managing SLA’s.
- Experience in managing IT and self-service Knowledgebases.
- Java Script / Deluge
- Able to produce technical proposals and project documentation.
- O365 / Azure AD / Exchange / OKTA / LDAP
*** To expedite the process of your application, have your government ID's ready.
Additional information
At IQ-EQ we want you to reach your full potential. We offer an inclusive and diverse environment to support your career aspirations. With a strong emphasis on continuous learning and a holistic approach to your professional and personal development. We also offer opportunities across our service lines and our international network of offices.
Company description
IQ-EQ is a leading Investor Services group which combines global expertise with an unwavering focus on client service delivery. We support fund managers, global companies, family offices and private clients operating worldwide.
Our IT function partners with the business to support technology solutions that address current challenges and future needs of the enterprise to give digital edge to IQEQ clients. We strive to be a leading-edge IT organization with innovative and dedicated people who focus on customer satisfaction, execution and delivery of first-class services.
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