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Our client is seeking a Systems Engineer / Systems Analyst with a strong background in IT Service Management (ITSM) and hands-on JavaScript development skills. This role focuses on configuring, enhancing, and automating ITSM and IVR systems to streamline workflows and improve operational efficiency within a healthcare environment.
While experience with ServiceNow is highly preferred, candidates with equivalent ITSM platform experience are encouraged to apply. The ideal candidate will have a proven track record of creating customized workflow solutions, developing automation scripts, and integrating systems to support enterprise IT operations.
Key Responsibilities
- Configure, enhance, and maintain ITSM platforms to enable efficient workflows and automation.
- Develop custom JavaScript scripts for both front-end (AngularJS, UI components) and back-end (automation scripting, business rules, and API integrations).
- Design and implement specialized, custom workflows within ITSM and IVR systems.
- Collaborate with stakeholders to gather requirements, define solutions, and ensure alignment with business objectives.
- Integrate IVR platforms with ITSM workflows to improve call routing and user experience.
- Ensure compliance with healthcare IT standards and regulatory requirements, including HIPAA.
- Healthcare industry experience (required).
- Minimum 3 years of experience in a Systems Engineer, Systems Analyst, ITSM Developer, or similar role.
- Strong knowledge of IT Service Management (ITSM) processes and workflows.
- Hands-on experience developing JavaScript-based automations for both front-end and back-end processes.
- Healthcare industry experience (required).
- Minimum 3 years of experience in a Systems Engineer, Systems Analyst, ITSM Developer, or similar role.
- Strong knowledge of IT Service Management (ITSM) processes and workflows.
- Hands-on experience developing JavaScript-based automations for both front-end and back-end processes.
- Proven ability to configure, customize, and optimize ITSM platforms.
- Familiarity with ITIL frameworks and ITSM best practices.
- Excellent problem-solving, troubleshooting, and analytical skills.
- ServiceNow experience — configuration, customization, and scripting (preferred but not required).
- IVR/Telephony integration experience — platforms such as Genesys, Twilio, or Cisco UCCE.
- ServiceNow or ITIL certifications.
- Experience with API integrations between ITSM platforms and other enterprise systems.
- Strong analytical and solution-oriented mindset.
- Collaborative and effective communicator across technical and business teams.
- Passionate about automation, innovation, and improving IT operations.
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