ITSM Workflow Developer

Typical Tasks

• Conduct requirements gathering sessions to map existing manual workflows to SMAX "Best Practice" processes.
• Configure the Service Portal interface to ensure a user-friendly request experience for employees.
• Build automated workflows using the SMAX "Codeless" engine to streamline approvals and task assignments.
• Set up the Service Catalog by defining service offerings, fulfillment plans, and user entitlement rules.
• Integrate SMAX with external data sources or tools using the On-Premises Bridge (OPB) or REST APIs.

Responsibilities

• Act as the lead advisor to the client on aligning their business operations with ITIL 4 standards.
• Bridge the gap between business needs and technical configuration to ensure the tool solves real-world problems.
• Maintain the integrity of the Configuration Management Database (CMDB) to ensure accurate asset tracking.
• Manage the deployment lifecycle of the SMAX environment from initial sandbox testing to production rollout.
• Enable client self-sufficiency by delivering tailored documentation and administrator training sessions.

Technical Skills

• Proficiency in the OpenText SMAX platform and its Studio configuration environment.
• Deep understanding of ITIL framework components such as Incident, Change, and Request Management.
• Mastery of the SMAX Expression Language for creating complex business logic and validation rules.
• Experience with integration technologies including REST API, JSON, and the On-Premises Bridge (OPB).
• Familiarity with containerized deployments using Docker and Kubernetes, as SMAX is microservices-based.