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Information Technology Service Management Specialist
Vistas GlobalDoha, Ad-Dawhah, Qatar4 days ago
Job descriptionCollaborate with ITSM process owners (Incident, Change, Problem, Asset, CMDB) to gather and analyze integration requirements. Support platform upgrades, patches, and migrations , ensuring integrations remain compatible and stable. Maintain technical documentation for all integration configurations, workflows, and APIs. Develop and maintain reports, dashboards, scripts, and queries to enhance visibility and automation. Develop enterprise-class monitoring and event management integrations to provide unified visibility and automated alerts. Support and maintain ITSM and Asset Management software versions and patching. Maintain and enhance Configuration Management Databases (CMDB) , ensuring accuracy through data federation. Create and maintain service dependency maps reflecting physical and logical configuration item relationships. Support and deliver IT operational processes both manually and through task automation tools . Work collaboratively with IT Operations, Security, and Application teams to ensure effective end-to-end service delivery. Bachelor’s degree in Computer Science, Information Systems , or a related technical field. Hands-on experience with at least one ITSM platform (preferably Ivanti , ServiceNow , or BMC Remedy ). Strong understanding of APIs , REST / SOAP web services , and integration design patterns . Experience in scripting languages such as JavaScript, Python, or PowerShell . Familiarity with middleware / integration tools (e.g., ServiceNow IntegrationHub , MuleSoft , Boomi , Azure Logic Apps ). Good knowledge of databases (SQL / NoSQL) and data modeling. Knowledge of ITIL v4 principles and ITSM processes (Incident, Problem, Change, Asset, CMDB). Proficiency with version control systems (Git) and CI / CD pipelines .
Job Summary :
The ITSM Developer will be responsible for designing, developing, and maintaining integrations between IT Service Management (ITSM) tools and enterprise systems. This role requires strong technical expertise in APIs, web services, and automation scripting to ensure seamless service delivery across the IT ecosystem. The ideal candidate will collaborate with process owners and IT teams to enhance ITSM capabilities, improve operational efficiency, and maintain system reliability.
Key Responsibilities :
Integration Design & Development
- Design, develop, and maintain integrations between ITSM tools (e.g., Ivanti , ServiceNow , BMC Remedy ) and enterprise applications (ERP, CRM, HR, monitoring tools, CMDB, etc.).
- Configure and implement APIs, web services, and middleware components to support ITSM processes.
- Ensure integrations comply with organizational standards for data quality, performance, and security .
- Develop and customize workflows, automation scripts, and business rules within ITSM platforms.
- Troubleshoot and resolve integration-related incidents , ensuring reliable connectivity and data flow.
Process & Platform Support
Monitoring & Configuration Management
Automation & Operational Support
Required Qualifications & Skills :
Education :
Technical Skills :
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Management Specialist • Doha, Ad-Dawhah, Qatar
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