Job Description
Netstratum is a global product development company specializing in custom software and enterprise IT services. With teams across ten global locations, we combine local insight with global expertise to deliver innovative, purpose-driven solutions.
As a leader in telecom tech, we build secure, high-performance Unified Communication Systems used by Tier-1 providers, enterprises, and governments. Our in-house AI platform is built for scale, security, and real-world impact.
Join a vibrant, diverse team working on cutting-edge projects in telecom, AI, IoT, and digital transformation - within a fast-paced, learning-focused environment.
www.netstratum.com
Location: Middlesbrough, UK
Experience: 5+ years
Salary: As per Industry Standards
Employment Type: Full Time
Job Code: 042026/04
Job Description
Netstratum is seeking a highly experienced ITSM professional with deep expertise in ITSM platforms to lead the design, configuration, and implementation of our service management platform. This role will play a critical part in replacing our existing system, Cherwell Service Management, and ensuring a smooth migration while optimizing workflows and service delivery.
This is not a support/admin role—we are looking for someone who can architect, implement, and transform ITSM processes at scale.
Key Responsibilities
Platform Implementation & Architecture
- Platform Implementation & Architecture
- Lead end-to-end implementation and optimization of ITSM platforms
- Design scalable ITSM workflows aligned with ITIL best practices
- Configure advanced automation using workflows, business rules, and triggers
- Build and optimize service catalogs and self-service portals
Migration & Transformation
- Oversee data migration (tickets, users, assets, CMDB)
- Ensure minimal disruption and strong user adoption
CMDB & Asset Management
- Design and implement CMDB structure (CI classes, relationships)
- Manage asset lifecycle and integrations with discovery tools
- Establish data governance and maintenance processes
Integrations & Automation
- Utilize APIs, webhooks, and automation for system interoperability
- Develop custom solutions where needed (light scripting/logic)
Stakeholder Collaboration
- Work with IT, operations, and business teams to define requirements
- Translate business needs into technical workflows
- Provide guidance on ITSM best practices and platform capabilities
Required Qualifications
- 5+ years of hands-on experience with similar ITSM platforms
- Proven experience implementing ITSM in a mid-to-large enterprise environment
- Strong experience with ITSM migrations
- Deep expertise in Workflow automation, Business rules & triggers, SLA and approval configurations and Service catalog design
- Experience designing and managing CMDB and asset management systems
- Familiarity with REST APIs, integrations, and automation tools
- Strong understanding of ITIL frameworks
Preferred Qualifications
- ITIL certification (Foundation or higher)
- Experience with other ITSM platforms (e.g., ServiceNow, Jira Service Management)
- Basic scripting knowledge (JavaScript or similar)
- Experience leading ITSM transformation projects
What Success Looks Like
- Seamless migration from Cherwell
- Highly automated, scalable workflows
- Clean, well-structured CMDB
- Improved service delivery and user experience