DIGITAL PROCESS ENGINEER (ITSM & INTEGRATIONS)

ROLE DESCRIPTION

As an ITSM Digital Process Engineer, you will be responsible for driving process engineering, massive workflow automation, and data analytics across our ITSM ecosystems in the Americas. You will design, build, and maintain automation rules (Jira/ServiceNow), cloud data pipelines (ETL/BigQuery), and executive dashboards (Looker Studio/Qlik Sense) to optimize IT service quality, ensure compliance, and empower data-driven decision-making across all levels of the organization.

RESPONSIBILITIES

• Workflow & Process Automation: Identify, design, and maintain automated rules in Jira Service Management and ServiceNow to optimize Change Management, approvals, status transitions, and Agile release flows.
• Data Pipelines & ETL Engineering: Develop, update, and monitor Python scripts and Google Apps Script projects to automate data extraction, transformation, and loading (ETL) into BigQuery for ITSM metrics.
• Platform Integration: Configure, maintain, and support Exalate Groovy scripts and synchronization rules to ensure seamless real-time data flow between Jira and ServiceNow for business squads.
• Business Intelligence & Reporting: Own and maintain the reporting stack across Looker Studio and Qlik Sense, delivering KPIs, executive dashboards, and operational reports while ensuring data integrity during platform migrations.
• Version Control & CI/CD: Manage, version, and synchronize production code in GitLab repositories to ensure traceability, alignment, and stable scheduled jobs.
• AI-Driven Innovation: Identify and implement AI-assisted automation use cases to improve data classification, summarization, and operational efficiency within ITSM processes.
• Backlog & Compliance Management: Maintain automated routines for backlog health monitoring (e.g., auto-cancellation of unprioritized requests) and enforce change control compliance.

PROFILE

Education: Bachelor's Degree in Information Technology, Software Engineering, or related fields.

Experience: Minimum 2 years of domain experience in ITSM, process engineering, or automation roles

Technical Skills:

Proficiency in high-level programming languages (Python, JavaScript/Google Apps Script, or Groovy).

Hands-on experience with REST APIs, Jira, and ServiceNow.

Familiarity with Data Analytics & Cloud tools (BigQuery, GitLab, Looker Studio, Qlik Sense).

Soft Skills: Collaborative team player, strong autonomy, assertive communication, ability to handle ambiguity, and a service excellence mindset.

Language: English B2 (Fluency in written and verbal communication is mandatory).