General Summary

The ITSM Developer is responsible for working to develop and implement technical solutions on the ITSM platform for UMMS. The ITSM Developer will provide administration, application development, maintenance and technical support using best practice product programming techniques to configure robust solutions to the organization using the designated UMMS ITSM platform.

The ITSM Developer will work with a team of Healthcare professionals to deliver solutions involving all aspects of service delivery including ITIL Request, Incident, Problem, Change, Knowledge, Asset and other modules designed to automate and add meaningful value to the organization. The ITSM Developer will use software development methodologies best practices to conduct requirements analysis, system design, and play a vital role throughout the entire development lifecycle in a high velocity organization.

Principal Responsibilities and Tasks:

The following statements are intended to describe the general nature and level of work being performed by Interns assigned to this classification. These are not to be construed as an exhaustive list of all job duties performed by personnel so classified.

• Work with both department and organizational stakeholders to research, analyze and implement enterprise-wide solutions/capabilities/enhancements to support the organization's business/mission goals and objectives.
• Create, maintain and enhance Incident Management, Problem Management, Service Request Management, Change Management, Service Catalog, Knowledge Management, Self-Service Portals, single sign on (SSO) capability, as well as integrations and workflows supporting operational integrity and ease of use.
• Maintain Forms, Reports, Views, Workflows, Groups and Roles, including custom Roles when necessary
• Coordinate application and platform upgrades, including robust and complete test models
• Troubleshoot and resolve problems; Orchestrate and automate tasks
• Design and develop solutions that leverage ITSM modules such as HR, ITSM, Discovery, CMDB, Knowledge and ITOM using configuration and custom JavaScript
• Coach and train co-workers, and maintain working relationship to coordinate development and maintenance of the ITSM system
• Lead discovery sessions and process definitions with stakeholders and developers
• Develop Reports, Dashboards and analytical reports supporting business objectives and summarization of activities and trends