Sr. ESM Platform Engineer

The role

DDN is looking for a senior engineer to select, build, and own an enterprise service management (ESM) platform that can support more than IT. This person will be the lead hands-on engineer for evaluation, proof of concept, implementation, and ongoing support, enhancement, and maintenance of the ESM platform. The role includes service catalog design, cross-department workflows, integrations, and AI-assisted employee support, working with process owners.

What you’ll do

Platform selection and implementation

• Translate requirements from IT, HR, Facilities, Legal, Finance, and Engineering into platform capabilities, evaluation criteria, proofs of concept, and practical implementation plans.
• Lead technical configuration and rollout of the selected ESM platform, including roles, access, data models, environments, release practices, and service integrations.
• Plan the transition from TeamDynamix, including service data, active requests, knowledge, workflows and reporting where migration is appropriate.
• Establish configuration standards, documentation, support processes and technical governance to avoid fragile customizations.

Catalog, workflow and AI engineering

• Build a clear employee service portal and catalog, with request forms, approvals, routing, SLAs, notifications and role-based access.
• Automate common requests and coordinate cross-team employee lifecycle workflows with HR, IAM, Endpoint Engineering and IT Service Operations.
• Engineer knowledge-driven self-service, virtual-agent interactions and approved workflow actions; measure accurate outcomes and safe handoff to support staff.
• Integrate identity, collaboration, asset/configuration data and business systems using supported APIs, connectors or secure custom integrations.

Operations and engineering leadership

• Own advanced platform troubleshooting, monitoring, release testing, security reviews and vendor escalations after go-live.
• Provide technical direction and design review for the India-based ESM Platform Engineer and other configuration contributors.
• Work with service owners on dashboard definitions, process improvements, and prioritization of platform changes.

What we’re looking for

• 7+ years in enterprise applications, ITSM/ESM engineering, or workflow automation, with at least 3+ years of hands-on experience configuring a major service management platform.
• Experience building service catalogs, workflows, approvals, permissions, SLAs, knowledge, and employee-facing service portals.
• Evidence of leading a platform implementation or substantial redesign through testing, migration, and production support.
• Experience working on leading ESM platforms such as ServiceNow, Freshservice, and Jira Service Management.
• Practical integration and automation skills with APIs, scripting, platform workflow tools, or comparable technologies.
• Understanding of ITSM practices and the need for confidentiality, role separation, and auditability in HR and Legal workflows.
• Ability to guide stakeholders toward maintainable solutions and mentor other engineers.

Helpful experience

• Experience comparing ESM/ITSM products or moving from one platform to another.
• Experience with HR, Facilities, or Legal service delivery in addition to IT.
• Experience with virtual agents, AI-assisted service, CMDB integration, or automated employee lifecycle workflows.

Initial priorities: Complete platform evaluation and proof of concept, launch the IT service foundation, then enable additional business functions and employee self-service in phases.