IT Service Management (ITSM) Platform Developer/Administrator

CBIZ; Cleveland (OH); On-site; USD 110,000 - 150,000; Full time

Job summary

CBIZ seeks an experienced ITSM Platform Engineer to own the Freshservice design, configuration, and continuous improvement, driving automation and service delivery across IT operations.

You will design end-to-end service catalogs, integrate with asset and discovery tools, and develop automation runbooks to accelerate incident response and change management.

Qualifications

• 8+ years of experience administering or developing on ITSM platforms (Freshservice, ServiceNow, Jira Service Management).
• Hands-on experience with ITAM and ITOM.
• Strong integration experience using REST APIs, webhooks, OAuth, and middleware.
• Proficient in scripting languages such as JavaScript, Python, or PowerShell.

Responsibilities

• Own the design, configuration, and continuous improvement of the Freshservice platform.
• Develop and maintain ITAM/ITOM integrations and CMDB mappings.
• Build automation and runbooks to streamline operations and incident response.

Skills

ITSM platforms

Platform design

REST APIs

Scripting

ITIL v4

Leadership

Education

College degree

Tools

Freshservice

ServiceNow

Jira Service Management

Job description

Essential Functions and Primary Duties

IT Service Management: Own the design, configuration, and continuous improvement of the Freshservice platformDesign and implement end-to-end service catalog solutions, including forms, workflows, approvals, routing, and automated fulfillmentDevelop and maintain integrations using APIs, webhooks, and middleware to extend platform capabilitiesEvaluate, test, and implement new platform features, modules, and enhancementsEstablish platform standards, including workflow design, naming conventions, and data governance practicesBuild automation solutions to reduce manual effort and improve service delivery efficiencyDocument configurations, workflows, and integrations to support knowledge transfer and long-term sustainability

IT Asset Management:Design and deploy Device42 integration for automated asset discovery and infrastructure visibilityDesign and implement ITAM capabilities within Freshservice, including hardware and software asset tracking, lifecycle workflows, and procurement integrationBuild and administer asset lifecycle workflows: procurement, assignment, maintenance, and dispositionDevelop asset reporting, reconciliation processes, and automated discovery synchronization

IT Operations Management:Design and implement ITOM capabilities, including discovery, event management, and orchestrationIntegrate monitoring and alerting tools to enable centralized event management, alert correlation, and noise reductionDevelop automation runbooks and workflows to streamline operational tasks and incident responseBuild service health dashboards and operational views for critical business servicesDefine event classification and routing logic to improve response times and operational efficiencConfigure Management Database:Define and implement the CMDB data model, including CI classes, attributes, and relationship mappingBuild and maintain configuration records for critical infrastructure, applications, and servicesEstablish data quality controls, validation rules, and governance practices to ensure CMDB accuracyDevelop service mapping capabilities to support impact analysis for Change and Major Incident ManagementPartner with technical teams to align CMDB structure with real-world service architecture

Preferred Qualifications

• 8+ years of experience administering or developing on ITSM platforms (e.g., Freshservice, ServiceNow, Jira Service Management)
• Proven experience building or maturing ITSM platforms in a growing or evolving environment
• Hands-on experience implementing ITAM capabilities, including asset discovery, lifecycle management, and inventory control
• Experience implementing ITOM capabilities (discovery, event management, orchestration)
• Experience designing and building CMDBs, including CI modeling, service mapping, and data governance
• Strong integration experience using REST APIs, webhooks, OAuth, and middleware tools
• Proficiency in scripting languages such as JavaScript, Python, or PowerShell
• Familiarity with AI-enabled ITSM capabilities (e.g., virtual agents, auto-classification, recommendations)
• ITIL v4 Foundation certification or strong working knowledge of ITIL practices
• Strong documentation and communication skills, with the ability to translate technical concepts into business value

Minimum Qualifications

• College Degree or equivalent
• 6 years related experience
• Expert technical knowledge
• Knowledge of industry regulations
• Ability to lead and coordinate the team activities of others
• Ability to formulate, document and recommend new policies and procedures
• Able to work in and lead a team
• Demonstrated ability to communicate verbally and in writing throughout all levels of an organization, both internally and externally
• Ability to travel as required by business and on-call availability

ABOUT US

CBIZ, Inc. (NYSE: CBZ) is a leading professional services advisor to middle-market businesses nationwide. With industry knowledge and expertise in accounting, tax, advisory, benefits, insurance, and technology, CBIZ delivers actionable insights to help clients anticipate what is next and discover new ways to accelerate growth. CBIZ has more than 9,500 team members across 23 major markets coast to coast. CBIZ strives to be our team members' employer of choice by creating an environment where team members are appreciated, recognized for their contributions, and provided with opportunities to grow, both personally and professionally, throughout their careers. Together, CBIZ and CBIZ CPAs are ranked as one of the top providers of accounting services in the United States. CBIZ CPAs is an independent CPA firm that provides audit, review and attest services, while CBIZ provides business consulting, tax and financial services. In certain jurisdictions, CBIZ CPAs operates under its previous name, Mayer Hoffman McCann P.C.