Best suited to hands-on technical leaders with cross-functional experience working in enterprise ITSM/ESM platforms.
Derived from job-description analysis by Serendipath's career intelligence engine.
Original posting from DDN via Ashby
The role
DDN is looking for a senior engineer to select, build, and own an enterprise service management (ESM) platform that can support more than IT. This person will be the lead hands-on engineer for evaluation, proof of concept, implementation, and ongoing support, enhancement, and maintenance of the ESM platform. The role includes service catalog design, cross-department workflows, integrations, and AI-assisted employee support, working with process owners.
What you’ll do
Platform selection and implementation
- Translate requirements from IT, HR, Facilities, Legal, Finance, and Engineering into platform capabilities, evaluation criteria, proofs of concept, and practical implementation plans.
- Lead technical configuration and rollout of the selected ESM platform, including roles, access, data models, environments, release practices, and service integrations.
- Plan the transition from TeamDynamix, including service data, active requests, knowledge, workflows and reporting where migration is appropriate.
- Establish configuration standards, documentation, support processes and technical governance to avoid fragile customizations.
Catalog, workflow and AI engineering
- Build a clear employee service portal and catalog, with request forms, approvals, routing, SLAs, notifications and role-based access.
- Automate common requests and coordinate cross-team employee lifecycle workflows with HR, IAM, Endpoint Engineering and IT Service Operations.
- Engineer knowledge-driven self-service, virtual-agent interactions and approved workflow actions; measure accurate outcomes and safe handoff to support staff.
- Integrate identity, collaboration, asset/configuration data and business systems using supported APIs, connectors or secure custom integrations.
Operations and engineering leadership
- Own advanced platform troubleshooting, monitoring, release testing, security reviews and vendor escalations after go-live.
- Provide technical direction and design review for the India-based ESM Platform Engineer and other configuration contributors.
- Work with service owners on dashboard definitions, process improvements, and prioritization of platform changes.
What we’re looking for
- 7+ years in enterprise applications, ITSM/ESM engineering, or workflow automation, with at least 3+ years of hands-on experience configuring a major service management platform.
- Experience building service catalogs, workflows, approvals, permissions, SLAs, knowledge, and employee-facing service portals.
- Evidence of leading a platform implementation or substantial redesign through testing, migration, and production support.
- Experience working on leading ESM platforms such as ServiceNow, Freshservice, and Jira Service Management.
- Practical integration and automation skills with APIs, scripting, platform workflow tools, or comparable technologies.
- Understanding of ITSM practices and the need for confidentiality, role separation, and auditability in HR and Legal workflows.
- Ability to guide stakeholders toward maintainable solutions and mentor other engineers.
Helpful experience
- Experience comparing ESM/ITSM products or moving from one platform to another.
- Experience with HR, Facilities, or Legal service delivery in addition to IT.
- Experience with virtual agents, AI-assisted service, CMDB integration, or automated employee lifecycle workflows.
Initial priorities: Complete platform evaluation and proof of concept, launch the IT service foundation, then enable additional business functions and employee self-service in phases.
Source: DDN careers (Ashby)