ITSM Platform Engineer
OnPoint Community Credit Union · Portland, OR · 1 mo ago
Full-time
We need to output HTML fragment with sections: About the role? The posting includes intro about company, then job summary, essential functions broken into subcategories, knowledge/skills/competencies, minimum qualifications, preferred qualifications, job conditions, additional information (benefits, etc). We must not repeat job title as heading. Use for section headings. Use
for section headings. Use - for any list of duties/requirements/benefits. Use
for prose. Remove boilerplate: cookie/navigation/legal/EEO/equal-opportunity/scam-warning, duplicated lines, application instructions. Also remove "Pay range and additional compensation details to be determined based on experience and internal equity." That's not specific; we should not create Pay section because it's not stated. Benefits: they list generous vacation package, incentives, competitive hourly pay, 100% - paid employee medical, dental and vision premiums, Tri-Met / parking passes, 401k matching, tuition reimbursement and more! That's specific benefits, so we can include Benefits section with list.
Schedule: Not mentioned; only hybrid work environment; occasional travel may be required. That's schedule? Could be "Hybrid work environment; occasional travel may be required." That's schedule info. We can include Schedule section with that statement as
. Not a list.
We need sections only when posting has real specific content. So we can have:
- About the role? Could be the introductory paragraph about company and mission. That's prose. Could be a section "About the role" with
. The instruction: use
for section headings (e.g. About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule). So we can include About the role.
- Responsibilities: essential functions (list of duties). Could be broken into sub-sections? But we can just have Responsibilities with - each essential function bullet. However the essential functions are grouped into categories; we could keep them as separate
- items each maybe a sentence. Better to keep each bullet as a duty.
- Requirements: Minimum Qualifications? Could be Requirements section.
- Qualifications: Preferred Qualifications? Could be Qualifications.
- Skills: Knowledge, Skills & Competencies could be Skills section.
- Benefits: list benefits.
- Schedule: hybrid work environment; occasional travel may be required.
We must not repeat job title as heading. No Job ID.
We must not include EEO boilerplate etc. Remove duplicated lines.
We need to preserve ALL substantive information; do not invent or summarize away detail. So we need to include all details from the posting.
Let's extract content.
Intro paragraph: "We’re in the financial services industry, but we’re not a bank. We’re in the “people” business. Inspired by the credit union philosophy of “people helping people,” we’ve developed a strong and growing tradition of investing in our employees, our members, and our community. OnPoint is the largest community-owned credit union in Oregon and continues to grow. Our growth creates opportunities for employees to reach personal and professional goals while contributing to meaningful work for our members and community. If you are looking to join a dedicated collaborative team, OnPoint is looking for our next ITSM Platform Engineer."
That's About the role.
Job Summary: "The ITSM Platform Engineer administers, configures, and improves OnPoint’s ITSM platform ecosystem, with Ivanti as the current primary platform. Reporting to the Manager, IT Service Management, this role partners with Technology teams and business stakeholders to improve service management processes, automate manual work, strengthen self-service capabilities, and support platform stability, usability, governance, and continuous improvement."
That could be part of About the role or Responsibilities. We'll include in Responsibilities maybe as overview.
Essential Functions: many bullet-like sentences. We'll convert each sentence into
- .
Let's list them:
Platform Ownership, Governance & Strategy
- Administer, configure, and optimize the ITSM platform while maintaining standards, governance practices, release procedures, configuration controls, and roadmap input that increase utilization, supportability, reliability, and business value.
Platform Administration & Engineering
- Administer forms, business objects, service catalogs, knowledge bases, automations, dashboards, integrations, and reporting capabilities.
- Personally design, configure, test, document, and deploy platform enhancements and new functionality.
- Manage upgrades, release validation, regression testing, and ongoing system maintenance.
- Protect performance, security, availability, and overall system health.
- Troubleshoot complex platform issues and coordinate resolutions with internal teams and external partners.
- Create documentation, configuration notes, support procedures, and knowledge transfer materials that improve internal supportability.
Service Management & Automation Enablement
- Design and implement automation solutions that improve operational efficiency and employee experience.
- Automate approval processes, task routing, notifications, and fulfillment activities where appropriate.
- Enhance Incident, Request, Change, Problem, Knowledge, Asset, Configuration, and Service Catalog Management capabilities.
- Promote self-service capabilities that reduce manual effort and improve service outcomes.
- Partner with process owners to continuously improve service management practices through platform capabilities.
Enterprise Service & Business Process Transformation
- Collaborate with business stakeholders, Business Analysts, PMO resources, and Technology leadership to identify process improvement opportunities, gather requirements, translate business needs into supportable platform solutions, and expand service capabilities when there is a clear business need and sustainable support model.
Demand Management & Business Partnership
- Maintain and prioritize an enhancement backlog in partnership with Business Analysts, PMO resources, business stakeholders, and Technology leadership, while independently assessing business value, complexity, risk, and strategic alignment when needed.
- Recommend solutions that maximize organizational value and long-term sustainability.
- Balance operational support, enhancement requests, technical debt, and strategic initiatives.
- Share priorities, timelines, and delivery expectations with business stakeholders.
- Build trusted partnerships across Technology and business teams.
CMDB, Asset Management & Data Quality
- Improve CMDB structures, asset management capabilities, discovery and reconciliation workflows, configuration data quality, and related reporting within the ITSM platform while partnering with Infrastructure, Security, Service Desk, Procurement, and other internal customers to support reliable platform data and processes.
Vendor & Platform Relationship Management
- Coordinate with Ivanti support, professional services, implementation partners, and third-party vendors, as well as other ITSM platform partners when applicable.
- Stay informed of platform updates, feature releases, and product roadmaps.
- Participate in upgrade planning, testing, and release activities.
- Represent organizational needs and requirements with vendors and implementation partners.
Reporting, Analytics & Continuous Improvement
- Develop and maintain operational dashboards, reports, and platform performance metrics.
- Analyze platform usage, adoption trends, automation performance, and service management data.
- Assist with audits, compliance reviews, and operational reporting activities.
- Uncover opportunities to increase automation, improve adoption, and optimize performance.
- Communicate the business value delivered through platform improvements.
Knowledge, Skills & Competencies: list each bullet.
- Strategy & Governance – Applies standards, governance practices, roadmaps, and prioritization methods that support scalability, reliability, and alignment with business objectives.
- Administration & Engineering – Demonstrates expertise configuring, maintaining, integrating, and enhancing enterprise service management platforms.
- Automation & Process Design – Designs scalable automations, self-service capabilities, and process improvements that support efficient service delivery.
- ITSM Process Knowledge – Applies ITIL-aligned service management principles and best practices.
- Business Partnership & Solution Delivery – Translates business needs into effective technical solutions.
- Analytical & Problem-Solving Skills – Utilizes data analysis, root-cause investigation, and troubleshooting techniques.
- Operational Excellence & Compliance – Maintains disciplined documentation, change management, security awareness, and audit readiness.
- AI Usage & Digital Fluency – Responsibly uses AI-enabled tools and emerging technologies to improve analysis, documentation, automation, knowledge management, and service delivery while maintaining sound judgment, data protection, and compliance awareness.
- Communication & Influence – Effectively communicates with technical and non-technical stakeholders.
Minimum Qualifications: list each.
- Minimum of five years of production experience supporting enterprise technology platforms, service management tools, workflow applications, or other business-critical systems.
- Hands-on experience administering, configuring, enhancing, or supporting an ITSM platform such as Ivanti, ServiceNow, Jira Service Management, BMC Helix, Freshservice, or a comparable enterprise service management solution.
- Background designing and implementing forms, business rules, service catalogs, automations, dashboards, reports, or related platform capabilities.
- Working knowledge of ITIL-aligned service management practices.
- Ability to gather business requirements and translate them into scalable technical solutions.
- Strong analytical, troubleshooting, and problem-solving skills.
- Ability to effectively collaborate with technical and business stakeholders.
Preferred Qualifications: list.
- Ivanti administration experience strongly preferred;
- relevant ITSM or ITIL certification;
- familiarity with CMDB, Asset Management, Discovery, Service Catalog, Knowledge Management, automation, self-service, business process improvement, integrations, and regulated environments.
Job Conditions: "Hybrid work environment; occasional travel may be required."
Additional Information (benefits): "OnPoint employees are rewarded, acknowledged and appreciated! We take care of our members, and OnPoint takes care of us by offering employees a generous vacation package, incentives, competitive hourly pay, 100% - paid employee medical, dental and vision premiums, Tri-Met / parking passes, 401k matching, tuition reimbursement and more!"
Also there is statement about equity and inclusion etc. That's boilerplate EEO; we should remove.
Also statements about accommodation etc. Remove.
Also "At OnPoint, we believe a workplace that reflects the richness of the world fosters a welcoming and empowering environment for everyone." That's also EEO-ish; remove.
Also "We encourage you to apply if you're passionate about this opportunity and have the core qualifications. Your unique experiences and skills are what make you a strong candidate. Don’t let imposter syndrome hold you back! Our recruitment process is designed to be inclusive and accessible to all." That's application instruction/boilerplate; remove.
Also "If you need any accommodation(s) during the application or interview stage, please let us know." Remove.
Thus we keep only substantive content.
Now produce HTML fragment.
Structure:
About the role
We’re in the financial services industry, but we’re not a bank. We’re in the “people” business. Inspired by the credit union philosophy of “people helping people,” we’ve developed a strong and growing tradition of investing in our employees, our members, and our community. OnPoint is the largest community-owned credit union in Oregon and continues to grow. Our growth creates opportunities for employees to reach personal and professional goals while contributing to meaningful work for our members and community. If you are looking to join a dedicated collaborative team, OnPoint is looking for our next ITSM Platform Engineer.
Job Summary
The ITSM Platform Engineer administers, configures, and improves OnPoint’s ITSM platform ecosystem, with Ivanti as the current primary platform. Reporting to the Manager, IT Service Management, this role partners with Technology teams and business stakeholders to improve service management processes, automate manual work, strengthen self-service capabilities, and support platform stability, usability, governance, and continuous improvement.
But we could merge Job Summary into Responsibilities. However we have a Responsibilities section; we could put the summary there as introductory paragraph then list duties. The instruction: Use for section headings (e.g. About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule). So we should have Responsibilities heading. We can include the summary as a
under Responsibilities then the list.
Thus:
Responsibilities
The ITSM Platform Engineer administers, configures, and improves OnPoint’s ITSM platform ecosystem, with Ivanti as the current primary platform. Reporting to the Manager, IT Service Management, this role partners with Technology teams and business stakeholders to improve service management processes, automate manual work, strengthen self-service capabilities, and support platform stability, usability, governance, and continuous improvement.
- Administer, configure, and optimize the ITSM platform while maintaining standards, governance
for prose. Remove boilerplate: cookie/navigation/legal/EEO/equal-opportunity/scam-warning, duplicated lines, application instructions. Also remove "Pay range and additional compensation details to be determined based on experience and internal equity." That's not specific; we should not create Pay section because it's not stated. Benefits: they list generous vacation package, incentives, competitive hourly pay, 100% - paid employee medical, dental and vision premiums, Tri-Met / parking passes, 401k matching, tuition reimbursement and more! That's specific benefits, so we can include Benefits section with list. Schedule: Not mentioned; only hybrid work environment; occasional travel may be required. That's schedule? Could be "Hybrid work environment; occasional travel may be required." That's schedule info. We can include Schedule section with that statement as
. Not a list. We need sections only when posting has real specific content. So we can have: - About the role? Could be the introductory paragraph about company and mission. That's prose. Could be a section "About the role" with
. The instruction: use
for section headings (e.g. About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule). So we can include About the role.
- Responsibilities: essential functions (list of duties). Could be broken into sub-sections? But we can just have Responsibilities with - each essential function bullet. However the essential functions are grouped into categories; we could keep them as separate
- items each maybe a sentence. Better to keep each bullet as a duty.
- Requirements: Minimum Qualifications? Could be Requirements section.
- Qualifications: Preferred Qualifications? Could be Qualifications.
- Skills: Knowledge, Skills & Competencies could be Skills section.
- Benefits: list benefits.
- Schedule: hybrid work environment; occasional travel may be required.
We must not repeat job title as heading. No Job ID.
We must not include EEO boilerplate etc. Remove duplicated lines.
We need to preserve ALL substantive information; do not invent or summarize away detail. So we need to include all details from the posting.
Let's extract content.
Intro paragraph: "We’re in the financial services industry, but we’re not a bank. We’re in the “people” business. Inspired by the credit union philosophy of “people helping people,” we’ve developed a strong and growing tradition of investing in our employees, our members, and our community. OnPoint is the largest community-owned credit union in Oregon and continues to grow. Our growth creates opportunities for employees to reach personal and professional goals while contributing to meaningful work for our members and community. If you are looking to join a dedicated collaborative team, OnPoint is looking for our next ITSM Platform Engineer."
That's About the role.
Job Summary: "The ITSM Platform Engineer administers, configures, and improves OnPoint’s ITSM platform ecosystem, with Ivanti as the current primary platform. Reporting to the Manager, IT Service Management, this role partners with Technology teams and business stakeholders to improve service management processes, automate manual work, strengthen self-service capabilities, and support platform stability, usability, governance, and continuous improvement."
That could be part of About the role or Responsibilities. We'll include in Responsibilities maybe as overview.
Essential Functions: many bullet-like sentences. We'll convert each sentence into
- .
Let's list them:
Platform Ownership, Governance & Strategy
- Administer, configure, and optimize the ITSM platform while maintaining standards, governance practices, release procedures, configuration controls, and roadmap input that increase utilization, supportability, reliability, and business value.
Platform Administration & Engineering
- Administer forms, business objects, service catalogs, knowledge bases, automations, dashboards, integrations, and reporting capabilities.
- Personally design, configure, test, document, and deploy platform enhancements and new functionality.
- Manage upgrades, release validation, regression testing, and ongoing system maintenance.
- Protect performance, security, availability, and overall system health.
- Troubleshoot complex platform issues and coordinate resolutions with internal teams and external partners.
- Create documentation, configuration notes, support procedures, and knowledge transfer materials that improve internal supportability.
Service Management & Automation Enablement
- Design and implement automation solutions that improve operational efficiency and employee experience.
- Automate approval processes, task routing, notifications, and fulfillment activities where appropriate.
- Enhance Incident, Request, Change, Problem, Knowledge, Asset, Configuration, and Service Catalog Management capabilities.
- Promote self-service capabilities that reduce manual effort and improve service outcomes.
- Partner with process owners to continuously improve service management practices through platform capabilities.
Enterprise Service & Business Process Transformation
- Collaborate with business stakeholders, Business Analysts, PMO resources, and Technology leadership to identify process improvement opportunities, gather requirements, translate business needs into supportable platform solutions, and expand service capabilities when there is a clear business need and sustainable support model.
Demand Management & Business Partnership
- Maintain and prioritize an enhancement backlog in partnership with Business Analysts, PMO resources, business stakeholders, and Technology leadership, while independently assessing business value, complexity, risk, and strategic alignment when needed.
- Recommend solutions that maximize organizational value and long-term sustainability.
- Balance operational support, enhancement requests, technical debt, and strategic initiatives.
- Share priorities, timelines, and delivery expectations with business stakeholders.
- Build trusted partnerships across Technology and business teams.
CMDB, Asset Management & Data Quality
- Improve CMDB structures, asset management capabilities, discovery and reconciliation workflows, configuration data quality, and related reporting within the ITSM platform while partnering with Infrastructure, Security, Service Desk, Procurement, and other internal customers to support reliable platform data and processes.
Vendor & Platform Relationship Management
- Coordinate with Ivanti support, professional services, implementation partners, and third-party vendors, as well as other ITSM platform partners when applicable.
- Stay informed of platform updates, feature releases, and product roadmaps.
- Participate in upgrade planning, testing, and release activities.
- Represent organizational needs and requirements with vendors and implementation partners.
Reporting, Analytics & Continuous Improvement
- Develop and maintain operational dashboards, reports, and platform performance metrics.
- Analyze platform usage, adoption trends, automation performance, and service management data.
- Assist with audits, compliance reviews, and operational reporting activities.
- Uncover opportunities to increase automation, improve adoption, and optimize performance.
- Communicate the business value delivered through platform improvements.
Knowledge, Skills & Competencies: list each bullet.
- Strategy & Governance – Applies standards, governance practices, roadmaps, and prioritization methods that support scalability, reliability, and alignment with business objectives.
- Administration & Engineering – Demonstrates expertise configuring, maintaining, integrating, and enhancing enterprise service management platforms.
- Automation & Process Design – Designs scalable automations, self-service capabilities, and process improvements that support efficient service delivery.
- ITSM Process Knowledge – Applies ITIL-aligned service management principles and best practices.
- Business Partnership & Solution Delivery – Translates business needs into effective technical solutions.
- Analytical & Problem-Solving Skills – Utilizes data analysis, root-cause investigation, and troubleshooting techniques.
- Operational Excellence & Compliance – Maintains disciplined documentation, change management, security awareness, and audit readiness.
- AI Usage & Digital Fluency – Responsibly uses AI-enabled tools and emerging technologies to improve analysis, documentation, automation, knowledge management, and service delivery while maintaining sound judgment, data protection, and compliance awareness.
- Communication & Influence – Effectively communicates with technical and non-technical stakeholders.
Minimum Qualifications: list each.
- Minimum of five years of production experience supporting enterprise technology platforms, service management tools, workflow applications, or other business-critical systems.
- Hands-on experience administering, configuring, enhancing, or supporting an ITSM platform such as Ivanti, ServiceNow, Jira Service Management, BMC Helix, Freshservice, or a comparable enterprise service management solution.
- Background designing and implementing forms, business rules, service catalogs, automations, dashboards, reports, or related platform capabilities.
- Working knowledge of ITIL-aligned service management practices.
- Ability to gather business requirements and translate them into scalable technical solutions.
- Strong analytical, troubleshooting, and problem-solving skills.
- Ability to effectively collaborate with technical and business stakeholders.
Preferred Qualifications: list.
- Ivanti administration experience strongly preferred;
- relevant ITSM or ITIL certification;
- familiarity with CMDB, Asset Management, Discovery, Service Catalog, Knowledge Management, automation, self-service, business process improvement, integrations, and regulated environments.
Job Conditions: "Hybrid work environment; occasional travel may be required."
Additional Information (benefits): "OnPoint employees are rewarded, acknowledged and appreciated! We take care of our members, and OnPoint takes care of us by offering employees a generous vacation package, incentives, competitive hourly pay, 100% - paid employee medical, dental and vision premiums, Tri-Met / parking passes, 401k matching, tuition reimbursement and more!"
Also there is statement about equity and inclusion etc. That's boilerplate EEO; we should remove.
Also statements about accommodation etc. Remove.
Also "At OnPoint, we believe a workplace that reflects the richness of the world fosters a welcoming and empowering environment for everyone." That's also EEO-ish; remove.
Also "We encourage you to apply if you're passionate about this opportunity and have the core qualifications. Your unique experiences and skills are what make you a strong candidate. Don’t let imposter syndrome hold you back! Our recruitment process is designed to be inclusive and accessible to all." That's application instruction/boilerplate; remove.
Also "If you need any accommodation(s) during the application or interview stage, please let us know." Remove.
Thus we keep only substantive content.
Now produce HTML fragment.
Structure:
About the role
We’re in the financial services industry, but we’re not a bank. We’re in the “people” business. Inspired by the credit union philosophy of “people helping people,” we’ve developed a strong and growing tradition of investing in our employees, our members, and our community. OnPoint is the largest community-owned credit union in Oregon and continues to grow. Our growth creates opportunities for employees to reach personal and professional goals while contributing to meaningful work for our members and community. If you are looking to join a dedicated collaborative team, OnPoint is looking for our next ITSM Platform Engineer.
Job Summary
The ITSM Platform Engineer administers, configures, and improves OnPoint’s ITSM platform ecosystem, with Ivanti as the current primary platform. Reporting to the Manager, IT Service Management, this role partners with Technology teams and business stakeholders to improve service management processes, automate manual work, strengthen self-service capabilities, and support platform stability, usability, governance, and continuous improvement.
But we could merge Job Summary into Responsibilities. However we have a Responsibilities section; we could put the summary there as introductory paragraph then list duties. The instruction: Use for section headings (e.g. About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule). So we should have Responsibilities heading. We can include the summary as a
under Responsibilities then the list.
Thus:
Responsibilities
The ITSM Platform Engineer administers, configures, and improves OnPoint’s ITSM platform ecosystem, with Ivanti as the current primary platform. Reporting to the Manager, IT Service Management, this role partners with Technology teams and business stakeholders to improve service management processes, automate manual work, strengthen self-service capabilities, and support platform stability, usability, governance, and continuous improvement.
- Administer, configure, and optimize the ITSM platform while maintaining standards, governance
About the role
We’re in the financial services industry, but we’re not a bank. We’re in the “people” business. Inspired by the credit union philosophy of “people helping people,” we’ve developed a strong and growing tradition of investing in our employees, our members, and our community. OnPoint is the largest community-owned credit union in Oregon and continues to grow. Our growth creates opportunities for employees to reach personal and professional goals while contributing to meaningful work for our members and community. If you are looking to join a dedicated collaborative team, OnPoint is looking for our next ITSM Platform Engineer.
Job Summary
The ITSM Platform Engineer administers, configures, and improves OnPoint’s ITSM platform ecosystem, with Ivanti as the current primary platform. Reporting to the Manager, IT Service Management, this role partners with Technology teams and business stakeholders to improve service management processes, automate manual work, strengthen self-service capabilities, and support platform stability, usability, governance, and continuous improvement.
But we could merge Job Summary into Responsibilities. However we have a Responsibilities section; we could put the summary there as introductory paragraph then list duties. The instruction: Usefor section headings (e.g. About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule). So we should have Responsibilities heading. We can include the summary as a
under Responsibilities then the list. Thus:
Responsibilities
The ITSM Platform Engineer administers, configures, and improves OnPoint’s ITSM platform ecosystem, with Ivanti as the current primary platform. Reporting to the Manager, IT Service Management, this role partners with Technology teams and business stakeholders to improve service management processes, automate manual work, strengthen self-service capabilities, and support platform stability, usability, governance, and continuous improvement.
- Administer, configure, and optimize the ITSM platform while maintaining standards, governance