Senior Software Engineer ITSM
Fifth Third Bank
Cincinnati, OH

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As an engineer in the IT Service Management (ITSM) group, you will be part of a team building the ITSM infrastructure, tools and integrations for exciting new digital services.

We modify and build out of the box (OOTB) components, custom workflows, web services, API’s that work to balance and support new and existing digital products.

We are looking for a Software Engineer who can configure OOTB modules, expose/implement APIs, create workflows and tools that interact with hardware and software discovery tools and other API integrations.

You will be part of every stage of development from concept, solution and deployment. As member of an agile squad, your role and responsibilities require participation in planning, reviews and retrospectives which drive products to delivery.

If you are technically curious, passionate about putting the customer at the center, have the opportunity to shape them, and enjoy designing, scaling, and maintaining services, we want you for the team.

Supervisory Responsibilities: None

Duties and Responsibilities:

Deliver end-to-end solutions, which include technical implementation of the ITSM platform, Core System applications.

Maintain high level of client satisfaction by putting the customer as the center of everything

Develop business solutions across the ITSM platform, which utilizes automation, integration capabilities by leveraging out of the box business services.

Experience and practice developing Web Services and exposing vendor API’s

Build and deliver production services, including deployment automation, infrastructure-as-code, monitoring, and scaling of services

Apply agile/lean software development practices for customizations to the platform and applications

Experience in advanced troubleshooting (e.g. server logs, plugin logs, API logs etc.)

Remain current on IT industry trends pertaining to their area of practice (e.g., Agile, DevOps, cognitive services; operating system updates, frameworks, open source community projects)

Understand product requirements, collaborate with Fifth Third Bank team members and customers to define solutions, and estimate the scope of work required.

Continuously manage application risks by secure coding practices, testing and escalation of issue promptly


Experience configuration and developing on ITSM platforms either On Premise or SaaS

Practical knowledge and implementation experience of IT Service Management (ITSM) frameworks (ITIL, COBIT, MOF or eTOM)

Knowledge of JavaScript, Python, PHP, PowerShell or similar scripting language

Practical experiences testing code using industry application lifecycle management (ALM) tools

Functional knowledge and implementation experience Single Sign on (SSO) using industry authentication protocols technologies

Strong analytical and problem solving skills is a must

Practical knowledge and use of Configuration Management Databases (CMDB) with ITSM tools

Functional knowledge and practice with Standard Query Language (SQL)

Experience and practical usage of Scrum, Kanban, and waterfall SDLC methodologies

Knowledge of configuration management, systems, network performance, availability monitoring and analysis

Understanding and practical usage of IT help desk and service management practices

Experience migrating and deploying definition changes and/or data between environments and identifying definition deltas using migrator, definition import / export tools

Technical Skills – Must Have

Bachelor’s Degree in Computer Science or equivalent experience

Minimum 2 years of experience with ITSM configuration, coding and deployment

Experienced understanding of web development concepts, writing best practices code, persistence layer technologies, infrastructure architecture (on premise including cloud based), debugging, testing and version control.

Understanding of the full web development stack.

Knowledge development architectural patterns.

Technical Skills - Nice to Have

Experience ITSM systems, such as CA Service Desk; ServiceNow; BMC Remedy or Cherwell Service Desk

ITIL v3+ certification

Experienced in using ETL software tools

Experience with cognitive service management frameworks

Experience with MS Windows or Linux operating systems

Experience with Oracle, MS SQL, Postgres, mySQL or Mongo Databases

Senior Software Engineer - ITSM

LOCATION -- Cincinnati, Ohio 45227

Fifth Third Bank is proud to have an engaged and inclusive culture and to promote and ensure equal employment opportunity in all employment decisions regardless of race, color, gender, national origin, religion, age, disability, sexual orientation, gender identity, military status, veteran status or any other legally protected status.

Job Type: Full-time


  • relevant: 2 years (Preferred)

Work authorization:

  • United States (Required)

Work Location:

  • One location


  • Health insurance
  • Dental insurance
  • Vision insurance
  • Retirement plan
  • Paid time off


  • Monday to Friday