Job Description

We are looking for a highly skilled and experienced Senior Developer to join our team in enhancing our IT Service Management (ITSM) system. In this critical role, you will be responsible for the design, development, implementation, and support of ITSM solutions that align with our organizational goals. Your expertise in providing technical solutions to complex problems will be essential in ensuring the effective operation of our ITSM tools.

• Lead the design and development of enhancements and customizations for the ITSM system.

• Collaborate with stakeholders to gather requirements and translate them into technical solutions that meet business needs.

• Provide advanced technical solutions to resolve complex issues within the ITSM tool.

• Diagnose and troubleshoot system problems, ensuring timely and effective resolution to minimize service disruptions.

• Monitor system performance and conduct routine maintenance to ensure optimal functionality.

• Implement updates, patches, and upgrades to maintain system integrity, security, and compliance with industry standards.

• Create and maintain comprehensive technical documentation for system architecture, configurations, and development processes.

• Document solutions and troubleshooting methodologies to facilitate knowledge sharing and training within the team.

• Mentor and support junior developers and team members, fostering a collaborative environment.

• Work closely with IT teams, project managers, and business stakeholders to ensure alignment on project goals and timelines.

• Develop training materials and conduct sessions to educate end-users on system features and functionalities.

• Provide ongoing support to users, addressing their queries and enhancing their understanding of the ITSM tool.

• Ensure all development and support activities comply with ITIL standards and organizational policies.

• Stay abreast of industry trends and best practices in ITSM development and software engineering.

• National Diploma in IT or equivalent (mandatory).

• Project Management Certification (PMP, PRINCE2, or equivalent preferred).

• Data Analytics Certification (mandatory).

• ITIL Foundation Certification (mandatory).

• 8+ years of relevant experience in software development, support, or related roles.

• Proven experience with ITSM tools and solutions (e.g., ServiceNow, BMC Remedy).

• Proficiency in programming languages and development frameworks relevant to ITSM (e.g., Java, JavaScript, Python).

• Familiarity with database management systems (e.g., SQL) and integration tools.

• Strong understanding of ITIL principles and service management best practices.

DLK Group