Job Description :

As an engineer in the IT Service Management (ITSM) group, you will be part of a team building the ITSM infrastructure, tools and integrations for exciting new digital services.

We modify and build out of the box (OOTB), custom workflows, web services, API’s that work to balance and support new and existing products.

We are looking for a Software Developer who can configure OOTB modules, expose APIs, create workflows, and tools that interact with hardware and software discovery tools and other web services or API integrations.

You will be part of every stage of development from concept to deployment. A member of an Agile squad, your role and responsible require participation in ceremonies/retrospectives to drive products through delivery

If you are technically curious, passionate about putting the customer at the center, have the opportunity to shape them, and enjoy designing, scaling, and maintaining services, we want you for the team.

Supervisory Responsibilities: None

Duties and Responsibilities:

Develop business solutions across the BMC Remedy platform, which utilizes automation, integration capabilities leveraging out of the box business services.  

Deliver end-to-end solutions, which include technical implementation of the Remedy ITSM, Atrium Platform, Core System; Smart IT, Digital Workplace and applications.

Experience and practice developing Web Services and exposing vendor API’s

Build and deliver production services, including deployment automation, infrastructure-as-code, monitoring, and scaling of services

Apply agile software development practices for customizations to the platform and applications

Experience in advanced troubleshooting (e.g. server logs, plugin logs, API logs etc

Remain current on IT industry trends pertaining to their area of practice (e.g., Agile, DevOps, cognitive services; operating system updates, frameworks, open source community projects)

Understand product requirements, collaborate with Fifth Third Bank team members and customers to define solutions, and estimate the scope of work required.

Maintain high level of client satisfaction by putting the customer as the center of everything

Continuously manage application risks by secure coding practices, testing and escalation of issue promptly


Experience configuration and developing on ITSM platforms either On Premise or SaaS

Functional knowledge and implementation experience of industry in an IT Service Management (ITSM) framework (ITIL, COBIT, MOF or eTOM)

Knowledge of object-oriented and functional software design

Knowledge of JavaScript, Python, PHP, PowerShell or similar scripting language

Practical experiences testing code using industry application lifecycle management (ALM) tools

Functional knowledge and implementation experience Single Sign on (SSO) using industry authentication protocols technologies

Strong analytical and problem solving skills a must

Experience with Configuration Management Databases (CMDB)

Functional knowledge and practice with Standard Query Language (SQL)

Experience and practical usage of Scrum, Kanban, and waterfall SDLC methodologies

Knowledge of configuration management, systems, network performance, availability monitoring and analysis

Understanding of IT help desk and service management practices

Technical Skills – Must Have

Bachelor’s Degree in Computer Science or equivalent experience

Minimum 2 years of successful ITSM configuration and deployment experience

Experienced in migrating definition changes and/or data between environments and identifying definition deltas using migrator, definition exports, and imports tools

Technical Skills - Nice to Have  

Experienced in using Atrium Integrator Spoon

ITIL v3+ certification

Experience with cognitive service management frameworks

Experience with MS Windows or Linux operating systems

Experience with Oracle and Mongo Databases

Experience ITSM systems, such as CA Service Desk; ServiceNow or Cherwell Service Desk

Nice To Have

ETL Spoon

ITIL Foundation Certificate


Microsoft Windows




Windows Server