ITSM Platform Engineer II
On-siteSt. Louis, Missouri, United States
Job Summary
Own the day-to-day technical operation of the Halo ITSM platform and related tooling, ensuring availability, performance, security, and data integrity. Serve as the primary technical escalation point for ITSM Analysts, diagnosing and resolving complex incidents, defects, and configuration challenges before engaging vendors. Design, configure, and maintain workflows, automation rules, and integrations between Halo ITSM, Jira, and other enterprise systems using APIs and middleware. Build and maintain automation scripts in Python or PowerShell to improve operational efficiency, while using SQL to analyze platform data and validate integrity. Ensure all configurations align with ITSM best practices, architectural standards, and change management policies. Maintain comprehensive documentation for platform configurations and technical standards.
Required Qualifications
- Bachelor's degree in Information Technology, Computer Science, or a related field, or equivalent education and experience
- 3+ years of experience supporting ITSM platforms, enterprise SaaS applications, or service management tooling
- Experience supporting vendor relationships and managing technical escalations
- ITIL Foundation certification or demonstrated applied ITIL knowledge
- Strong understanding of ITSM practices, including incident, request, change, problem, and SLA management
- Proficiency in SQL for data analysis, validation, and troubleshooting
- Working knowledge of Python, PowerShell, or other scripting languages to support automation, analysis, or operational efficiency
- Ability to leverage AI tools to improve quality, efficiency, and speed of delivery
- Strong analytical, troubleshooting, and problem-solving skills
- Ability to work independently while collaborating effectively with cross-functional teams
- Familiarity with Agile delivery models and backlog-driven enhancement work
- Halo ITSM
- Jira
- SQL
- Python
- PowerShell, or similar scripting languages
- REST APIs and integrations
- Cloud platforms
- SaaS applications
- Networking and systems administration fundamentals
- Microsoft 365 (Excel, Word, PowerPoint, Outlook)
Desired Qualifications
- Advanced degree in a relevant field
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