Software Engineer (HaloITSM)

Optomi, in partnership with an industry-leading agricultural company, is seeking a Senior ITSM Platform Developer to support the ongoing enhancement, administration, integration, and automation of the enterprise IT Service Management platform. This role will serve as a hands-on technical expert responsible for developing and maintaining workflows, automations, integrations, service catalogs, asset management capabilities, CMDB enhancements, reporting, and self-service portal experiences within the Halo ITSM platform.

The ideal candidate will have strong ITSM platform development experience, with Halo ITSM preferred, along with a solid understanding of ITIL processes, service management best practices, systems integration, and workflow automation.

Key Responsibilities:

Halo Platform Development

• Design, develop, configure, and maintain workflows, business rules, forms, scripts, and automations within the Halo ITSM platform.
• Build and enhance Incident, Request, Problem, Change, Knowledge, Asset, and Service Catalog processes.
• Configure service request fulfillment workflows and approval processes.
• Develop dashboards, KPIs, reports, and operational metrics.
• Enhance self-service portal functionality and overall user experience.

Automation & Integrations

• Design and implement integrations between Halo ITSM and enterprise platforms including Microsoft Entra ID, Active Directory, Microsoft 365, Intune, CyberArk, Zoom Contact Center, Snowflake, HR systems, and ERP applications.
• Develop API-driven integrations and automation solutions that improve service delivery and reduce manual effort.
• Troubleshoot integration failures, automation issues, synchronization gaps, and platform performance concerns.

Asset & Configuration Management

• Support the ongoing development and administration of CMDB and asset management capabilities.
• Improve asset lifecycle management, configuration item accuracy, and overall data quality.
• Develop automated asset discovery, reconciliation, inventory, and cleanup processes.
• Establish governance standards and quality controls for configuration and asset data.

Process Improvement & Collaboration

• Partner with Service Desk, Infrastructure & Operations, Security, Enterprise Applications, and business stakeholders to identify automation opportunities.
• Translate business requirements into scalable ITSM platform solutions.
• Recommend platform improvements aligned with ITIL and enterprise service management best practices.
• Participate in platform roadmap planning, testing, deployments, and production change activities.

Documentation & Knowledge Sharing

• Create and maintain technical documentation, operational runbooks, and support procedures.
• Provide knowledge transfer and mentoring to internal IT staff.
• Document workflow logic, integration dependencies, data flows, and support processes.

Required Qualifications

• Bachelors degree in Information Systems, Computer Science, or a related field, or equivalent professional experience.
• 5+ years of experience developing or administering enterprise ITSM platforms.
• 3+ years of experience with workflow automation and systems integrations.
• Strong understanding of Incident, Request, Change, Problem, Knowledge, Asset, and Configuration Management processes.
• Experience developing REST API integrations and working with web services, JSON, XML, webhooks, and OAuth authentication.
• Experience with PowerShell or another scripting language for automation.
• Strong analytical, troubleshooting, communication, and stakeholder management skills.

Preferred Qualifications

• 2+ years of Halo ITSM administration, configuration, or development experience.
• Experience configuring Halo workflows, service catalogs, automation rules, escalation rules, reporting, and API integrations.
• Knowledge of Halo Asset Management and CMDB functionality.
• Experience with other enterprise ITSM platforms such as ServiceNow, Freshservice, Jira Service Management, or Cherwell.
• ITIL Foundation certification or higher.
• Experience with Microsoft Power Platform.
• Experience with SQL reporting, Power BI, Snowflake, or enterprise data analysis.
• Background supporting Enterprise Infrastructure & Operations environments.

What the Right Candidate Will Bring

• Strong hands-on experience developing and enhancing enterprise ITSM platforms.
• Expertise building workflow automations and API integrations across enterprise systems.
• Experience improving CMDB integrity, asset management, and service delivery processes.
• Ability to work cross-functionally with technical teams and business stakeholders to deliver scalable, automated ITSM solutions.