1 hour ago
Santa Clara, CA, USASenior
Base Salary
$160k - $210k/yr
Responsibilities
- Translate requirements from IT, HR, Facilities, Legal, Finance, and Engineering into platform capabilities, evaluation criteria, proofs of concept, and implementation plans.
- Lead configuration and rollout of the selected ESM platform, including roles, access, data models, environments, release practices, and integrations.
- Plan migration from TeamDynamix, including service data, active requests, knowledge, workflows, and reporting where appropriate.
- Design and build employee service portals, service catalogs, request forms, approvals, routing, SLAs, notifications, and role-based access.
- Automate employee lifecycle workflows and engineer knowledge-driven self-service, virtual-agent interactions, and approved workflow actions.
- Integrate identity, collaboration, asset/configuration data, and business systems using APIs, connectors, or secure custom integrations.
- Own advanced troubleshooting, monitoring, release testing, security reviews, vendor escalations, technical governance, and post-launch support.
- Provide technical direction and design review for the India-based ESM Platform Engineer and other contributors while partnering with service owners on improvements and prioritization.
Requirements
- 7+ years of experience in enterprise applications, ITSM/ESM engineering, or workflow automation, including at least 3+ years of hands-on configuration of a major service management platform.
- Experience building service catalogs, workflows, approvals, permissions, SLAs, knowledge systems, and employee-facing service portals.
- Evidence of leading a platform implementation or substantial redesign through testing, migration, and production support.
- Experience with leading ESM platforms such as ServiceNow, Freshservice, and Jira Service Management.
- Practical integration and automation skills using APIs, scripting, platform workflow tools, or comparable technologies.
- Understanding of ITSM practices and confidentiality, role separation, and auditability requirements for HR and Legal workflows.
- Ability to guide stakeholders toward maintainable solutions and mentor other engineers.
- Helpful experience includes comparing ESM/ITSM products, migrating between platforms, supporting HR, Facilities, or Legal services, and working with virtual agents, AI-assisted service, CMDB integration, or automated employee lifecycle workflows.
Categories
About DDN
DDN builds high-performance data storage and data management systems for AI, machine learning, and high-performance computing workloads used by enterprises, research institutions, and governments. It sells appliance hardware and software (including parallel file systems and AI data platforms) along with support and professional services. Founded in 1998 and headquartered in Chatsworth, California, the privately held company reports serving over 11,000 organizations worldwide.