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Description

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.

Requirements

+ 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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