DIGITAL PROCESS ENGINEER (ITSM & INTEGRATIONS) (CO)

RESPONSIBILITIES

• Workflow & Process Automation: Identify, design, and maintain automated rules in Jira Service Management and ServiceNow to optimize Change Management, approvals, status transitions, and Agile release flows.
• Data Pipelines & ETL Engineering: Develop, update, and monitor Python scripts and Google Apps Script projects to automate data extraction, transformation, and loading (ETL) into BigQuery for ITSM metrics.
• Platform Integration: Configure, maintain, and support Exalate Groovy scripts and synchronization rules to ensure seamless real-time data flow between Jira and ServiceNow for business squads.
• Business Intelligence & Reporting: Own and maintain the reporting stack across Looker Studio and Qlik Sense, delivering KPIs, executive dashboards, and operational reports while ensuring data integrity during platform migrations.
• Version Control & CI/CD: Manage, version, and synchronize production code in GitLab repositories to ensure traceability, alignment, and stable scheduled jobs.
• AI-Driven Innovation: Identify and implement AI-assisted automation use cases to improve data classification, summarization, and operational efficiency within ITSM processes.
• Backlog & Compliance Management: Maintain automated routines for backlog health monitoring (e.g., auto-cancellation of unprioritized requests) and enforce change control compliance.
• PROFILE
• Education: Bachelor’s Degree in Information Technology, Software Engineering, or related fields.
• Experience: Minimum 2 years of domain experience in ITSM, process engineering, or automation roles
• Technical Skills:
• Proficiency in high-level programming languages (Python, JavaScript/Google Apps Script, or Groovy).
• Hands-on experience with REST APIs, Jira, and ServiceNow.
• Familiarity with Data Analytics & Cloud tools (BigQuery, GitLab, Looker Studio, Qlik Sense).
• Soft Skills: Collaborative team player, strong autonomy, assertive communication, ability to handle ambiguity, and a service excellence mindset.
• Language: English B2 (Fluency in written and verbal communication is mandatory).