ITSM Lead Engineer

We are seeking an experienced ITSM Lead Engineer with strong hands-on expertise in configuring, extending, and supporting ITSM platforms, primarily Ivanti ITSM. This role focuses on technical leadership, practical implementation, and ownership of ITSM solutions across their lifecycle. The ideal candidate will lead the engineering side of ITSM initiatives, participate in solution design, drive configuration and integration activities, and ensure reliable, scalable, and well-aligned ITSM processes in an enterprise environment. About us Kyivstar.Tech is a Ukrainian hybrid IT company and a resident of Diia.City. We are a subsidiary of Kyivstar, one of Ukraine's largest telecom operators. Our mission is to change lives in Ukraine and around the world by creating technological solutions and products that unleash the potential of businesses and meet users' needs. Over 500+ KS.Tech specialists work daily in various areas: mobile and web solutions, as well as design, development, support, and technical maintenance of high-performance systems and services. We believe in innovations that truly bring quality changes and constantly challenge conventional approaches and solutions. Each of us is an adherent of entrepreneurial culture, which allows us never to stop, to evolve, and to create something new. What you will do

Lead the technical implementation and evolution of the Ivanti ITSM platform in alignment with business processes and ITIL best practices.

Take ownership of ITSM solution design at a technical level, including configurations, extensions, and integrations.

Define and maintain ITSM configuration standards, data models, and technical guidelines for core processes (Incident, Problem, Change, Request, Knowledge, Configuration, etc.).

Configure, customize, and enhance ITSM processes, including non-standard or extended workflows where out-of-the-box functionality does not fully meet business needs.

Develop and maintain workflows, forms, business rules, SLAs, notifications, and RBAC models.

Build, support, and troubleshoot integrations with external systems (CMDB, ITAM, AD, monitoring tools, Service Portal, REST APIs, web services, message queues, database connectors).

Participate in and support data migration activities (users, tickets, CMDB records, reference data).

Perform unit testing, validation, and technical documentation of implemented functionality.

Collaborate with business stakeholders, internal IT teams, vendors, and suppliers to resolve complex technical and integration-related issues.

Prepare and maintain technical documentation, configuration descriptions, and solution diagrams.

Qualifications and experience needed

3+ years of hands-on experience implementing and supporting enterprise ITSM solutions (Ivanti ITSM preferred; ServiceNow, BMC Helix/Remedy, Cherwell, Jira Service Management are acceptable alternatives).

Strong practical understanding of ITIL v3/v4 and its application in real operational environments.

Proven experience configuring and extending ITSM processes beyond standard ITIL flows to meet specific business requirements.

Hands-on experience with scripting and customization technologies: JavaScript, SQL, HTML/CSS, REST API.

Solid knowledge of CMDB concepts, service modeling, relationships, and automation.

Experience developing workflow logic, business rules, UI customizations, and access models.

Experience with system integrations (REST API, web services, message queues).

Ability to produce clear technical documentation and diagrams (Visio, Draw.io, similar tools).

Experience working with version control systems (Git).

Strong communication skills and ability to work as a technical point of contact for stakeholders and vendors.

English – Intermediate or higher (technical communication, documentation, vendor interaction).

Mandatory certification: ITIL v3 or v4 Foundation (or higher).

A plus would be

Experience with Ivanti Neurons for ITSM or Ivanti Service Manager.

Ivanti Certified Professional or equivalent certification.

Experience in large-scale ITSM implementation projects.

What we offer

Office or remote — it’s up to you. You can work from anywhere, and we will arrange your workplace.

Remote onboarding.

Performance bonuses.

We train employees with the opportunity to learn through the company’s library, internal resources, and programs from partners.

Health and life insurance.

Wellbeing program and corporate psychologist.

Reimbursement of expenses for Kyivstar mobile communication