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About the Role

This role offers the opportunity to own and enhance critical ITSM and Digital Workplace platforms that support employees across the enterprise. You'll work on a diverse mix of automation, integrations, reporting, platform engineering, and operational improvements while partnering with teams across the Schwab technology landscape. The position provides strong visibility to strategic initiatives and the chance to make a measurable impact on service quality, efficiency, and user experience. It's an excellent fit for someone who enjoys solving complex problems and driving meaningful technology improvements within the IT Service Management space.

Responsibilities

Design, support, and enhance ITSM and Digital Workplace platforms, ensuring reliability, performance, and a seamless user experience.
Develop and maintain automations, integrations, workflows, and reporting solutions that improve operational efficiency and service delivery.
Partner with product owners, engineers, architects, and business stakeholders to deliver new capabilities and support strategic technology initiatives.
Provide operational support, troubleshooting, and continuous improvement for enterprise service management tools, while driving process optimization and platform modernization.

Requirements

Bachelor's degree in Information Technology, Computer Science, Engineering, or a related field, or equivalent combination of education and experience.
3+ years of hands-on experience administering, configuring, supporting, or developing within an enterprise ITSM platform, such as BMC Helix/Remedy or ServiceNow.
3+ years of experience supporting ITIL-based processes, including Incident, Problem, Change, Request, and Knowledge Management.
Demonstrated experience designing, configuring, or maintaining workflows, forms, notifications, queues, support groups, approvals, automations, or integrations within an ITSM platform.
Experience troubleshooting and resolving production issues within enterprise service management platforms.
Experience partnering with business stakeholders, product owners, and technical teams to gather requirements and deliver platform enhancements.
Experience developing or supporting ITSM reporting, dashboards, analytics, or operational metrics.
Demonstrated experience using approved Generative AI tools (e.g., Microsoft Copilot, GitHub Copilot, ChatGPT Enterprise, or equivalent) to improve productivity in software development, troubleshooting, research, automation, documentation, or operational support activities.
Strong written and verbal communication skills with the ability to document processes, procedures, and technical solutions.
Experience with BMC Helix ITSM/Remedy administration, development, dashboards, or platform engineering, including Helix Dashboards and/or Grafana.
Experience with ServiceNow Administration, Configuration, or Application Development.
ITIL Foundation v4 certification or equivalent ITSM certification.
Experience with REST APIs, scripting, automation, and system integrations supporting ITSM platforms.
Experience with JavaScript and test automation frameworks (for example, Playwright, Cypress, Selenium, Jest, or similar).
Experience supporting SaaS-based enterprise platforms, including upgrades, testing, release validation, and production support.
Experience leveraging AI-assisted development and operational practices to accelerate delivery, problem resolution, and process improvement.
Experience with AI tools and platforms such as Google Cloud Platform (GCP) Vertex AI, and practical use of multiple LLMs (for example, Claude and GPT) through GitHub Copilot.
Experience with Flexera administration, configuration, reporting, or platform support, including user/data mapping and license utilization reporting.
Exposure to ITAM discovery tools and processes, such as BMC Helix Discovery/ADDM, with a practical understanding of discovery data, asset relationships, and operational use cases.

Skills

ITSM platform administration
ITSM platform configuration
ITSM platform support
ITSM platform development
BMC Helix/Remedy
ServiceNow
ITIL-based processes
Incident Management
Problem Management
Change Management
Request Management
Knowledge Management
Workflow design
Form configuration
Notification configuration
Queue management
Support group management
Approval configuration
Automation
Integration
Troubleshooting
Production issue resolution
Stakeholder partnership
Requirements gathering
Platform enhancement delivery
Reporting
Dashboards
Analytics
Operational metrics
Generative AI tools
Microsoft Copilot
GitHub Copilot
ChatGPT Enterprise
Software development productivity
Troubleshooting productivity
Research productivity
Automation productivity
Documentation productivity
Operational support productivity
Written communication
Verbal communication
Process documentation
Procedure documentation
Technical solution documentation
BMC Helix ITSM/Remedy administration
BMC Helix ITSM/Remedy development
BMC Helix ITSM/Remedy dashboards
BMC Helix ITSM/Remedy platform engineering
Helix Dashboards
Grafana
ServiceNow Administration
ServiceNow Configuration
ServiceNow Application Development
ITIL Foundation v4 certification
REST APIs
Scripting
System integrations
JavaScript
Test automation frameworks
Playwright
Cypress
Selenium
Jest
SaaS-based enterprise platforms
Platform upgrades
Platform testing
Release validation
AI-assisted development
AI-assisted operational practices
Google Cloud Platform (GCP) Vertex AI
Claude
GPT
Flexera administration
Flexera configuration
Flexera reporting
Flexera platform support
User/data mapping
License utilization reporting
ITAM discovery tools
BMC Helix Discovery/ADDM
Discovery data
Asset relationships
Operational use cases

Experience Level

3+ years of hands-on experience administering, configuring, supporting, or developing within an enterprise ITSM platform
3+ years of experience supporting ITIL-based processes

Education Level

Bachelor's degree in Information Technology, Computer Science, Engineering, or a related field, or equivalent combination of education and experience.

About the Company

At Schwab, you’re empowered to make an impact on your career. Here, innovative thought meets creative problem solving, helping us “challenge the status quo” and transform the finance industry together.
Schwab Technology Services enables the future of how clients manage their money by providing innovative and reliable technology products and services as part of our ongoing commitment to democratize access to investing and financial planning.