ITSM Tooling Lead - Humankind

Position Overview

The ITSM Tooling Lead will own the development, configuration, evolution and operational success of our ITSM platform, HaloPSA. You’ll be responsible for ensuring the platform supports efficient service delivery, scalable processes, automation opportunities, reporting needs, and continual improvement across the organisation. You’ll work closely with stakeholders and peers in various teams to understand requirements and translate these into the tool. You’ll make suggestions based on your expertise and own understanding of ITIL processes to ensure implementations are completed in the best possible way.

The ideal candidate will have hands-on experience configuring and administering an ITSM platform – ideally HaloPSA or other Halo products – and be comfortable as the subject matter expert for HaloPSA and related tooling and integrations.

Key Responsibilities

Tooling:

·       Own and manage the lifecycle of the HaloPSA platform, including configuration, administration, enhancement, governance, and optimisation

·       Design, configure, and maintain ticket types, workflows, automations, actions, service catalogues, templates, notifications, and integrations

·       Contribute to testing activity, including system testing and user acceptance testing

Support:

·       Act as the subject matter expert for HaloPSA and related tooling and integrations

·       Provide technical guidance and support to operational teams and stakeholders across the organisation

·       Support platform troubleshooting, issue resolution and day-to-day configuration improvement

·       Identify shift-left opportunities to enable faster resolution and first-time fix opportunities

Strategy:

·       Lead the strategic evolution of the platform to align with organisational objectives and operational requirements

·       Collaborate with business and technical stakeholders to gather requirements and translate them into scalable platform solutions

·       Support integration activities with other systems, tools, and services where required

Continual Improvement:

·       Drive continual service improvement initiatives through process optimisation, automation, and enhanced platform capability

·       Consolidate enhancements and improvement opportunities into a prioritised backlog

·       Stay up-to-date with Halo’s roadmap and other new features to ensure we’re taking advantage of the latest tooling functionality

Maintenance:

·       Collaborate with the relevant teams to complete platform upgrades, testing, release activities, and configuration changes in line with established standards

·       Ensure platform stability, integrity, security, and performance through effective governance and change control

Reporting & Documentation:

·       Develop and maintain reporting, dashboards, KPIs, and management information to support operational and strategic decision-making

·       Maintain comprehensive documentation relating to platform configuration, standards, processes, and support procedures

What you’ll bring

·       Demonstrable experience administering and configuring an ITSM platform within a complex operational environment; HaloITSM or HaloPSA experience is desirable

·       Strong understanding of ITSM and ITIL frameworks and processes; ITIL certification is desirable

·       Proven experience designing and implementing workflows, automations, and process improvements within an ITSM platform

·       Ability to translate business and operational requirements into effective technical solutions

·       Strong stakeholder engagement and communication skills, with the ability to work across both technical and non-technical teams and audiences

·       Experience managing platform governance, upgrades, releases, and continual improvement activities

·       Experience integrating ITSM platforms with third-party applications and APIs

·       Experience with reporting, data analysis, SQL, scripting, or automation tooling

·       Strong analytical, troubleshooting, and problem-solving capabilities

·       Experience operating within managed service provider or similar environment

·       Ability to work independently, manage priorities effectively, and take ownership of a business-critical platform