ITSM Engineer

Seeking an ITSM ServiceNow consultant with TeamDynamix migration for hybrid contract opportunity in MN.

The hybrid designation is 2 days onsite per week, Tuesdays and Wednesdays in the Eagan MN office.

The Impact You Will Have

The selected resource will configure and automate ITSM tools and workflows to optimize service delivery and operational efficiency. As a highly skilled professional, the ideal candidate will design ITSM solutions to ensure the efficient and effective delivery of IT services. This role requires an understanding of ITSM platforms, workflows, processes, and integration techniques, as well as the ability to work collaboratively with various stakeholders to drive continuous improvement in service delivery and functionality.

The ideal candidate should possess a minimum of 3-5 years of ITSM experience. We are migrating from ServiceNow to TeamDynamix; any similar experience preferred but not required. The candidate must be self-driven, possess strong communication skills, and be capable of effectively interacting with end users and stakeholders. A background in AI and Automation for process streamlining is preferred.

Your Responsibilities

• Design, document and implement/configure ITSM solutions, ensuring alignment with organizational needs.
• Collaborate with stakeholders to develop innovative solutions and optimize workflows.
• Automate workflows and processes to improve efficiency and scalability.
• Develop requirements for integrating ITSM platforms with other enterprise systems.
• Guide IT staff and end-users on ITSM tools and processes.
• Monitor and analyze KPIs and ITSM metrics to identify improvements.
• Mentor junior team members and provide technical guidance.
• Occasional after-hours support and weekend work based on the on-call rotation.

Required Skills and Experiences

• 5+ years of related professional experience. All relevant experience including work, education, transferable skills, and military experience will be considered.
• Knowledge of ITSM tools (e.g., Team Dynamix (TDX), Jira, ServiceNow) and processes (incident, change, release, configuration).
• Strong analytical, problem-solving and communication skills.
• Ability to interact professionally with a diverse group, including business stakeholders and leadership.
• Experience in workflow automation or processes to improve efficiency.
• Experience in analyzing metrics and executing where improvements are visible.
• Experience in mentoring others.
• Familiarity with cloud computing technologies.
• Knowledge of DevOps practices and tools.
• Familiarity with migrations of ITSM solutions/software.
• We are migrating from ServiceNow to TeamDynamix, any similar experience is preferred but not required.
• Knowledge of ITSM processes within a Product led organization.
• Experience in cloud-based ITSM solutions.
• Experience in Artificial Intelligence (AI) and Automation.
• Comfortable interaction with the business and stakeholders.