{"id":3306801,"url":"https://alion.io/job/wolters-kluwer-senior-enterprise-software-engineer-5","title":"Senior Enterprise Software Engineer","company":{"id":2555,"name":"Wolters Kluwer","domain":"wolterskluwer.com","url":"https://alion.io/company/wolters-kluwer","size_band":"5000+","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Workday","truth_index":{"grade":"B","score":83,"open_postings":68,"ghost_share":0,"stale_share":0.691,"repost_share":0.015,"time_to_fill_p50_days":34,"computed_at":"2026-10-30T05:48:23Z"}},"role":"Backend","role_family":"Backend","seniority":"senior","employment_type":"full_time","work_mode":"hybrid","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Pune, India"],"countries":["IN"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":13000,"max_usd":31000,"period":"year","method":"role_seniority_country_remote_cell","sample_n":168},"experience_years_min":5,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"AWS","optional":false},{"name":"Azure","optional":false},{"name":"Incident Management","optional":false},{"name":"ITIL","optional":false},{"name":"ITSM","optional":false},{"name":"Microsoft Teams","optional":false},{"name":"PagerDuty","optional":false},{"name":"Power BI","optional":false},{"name":"PowerShell","optional":false},{"name":"Python","optional":false},{"name":"ServiceNow","optional":false},{"name":"SLI/SLO/SLA","optional":false}],"status":"live","first_seen_at":"2026-10-26T00:00:00Z","employer_posted_date":"2026-10-26","last_verified_at":"2026-10-30T15:45:59Z","board_verified":true,"closed_at":null,"days_open":4,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":4},"description":"Wolters Kluwer is seeking a motivated and talented Senior ITSM Engineer - Operations & Governance to join our dynamic IT Service Management Office (ITSMO). This is an exciting opportunity for an individual with hands-on experience in mature IT operations and service management to further develop their skills and make a meaningful impact within a forward-thinking organization. \nAs a Senior ITSM Engineer, you will play a crucial role in providing expert operational oversight across our ITSM practices - Change Enablement, Incident Management, Service Request Management, Problem Management, Service Level Management and Availability Management - ensuring that the processes and controls established by our Outcome Owners are consistently applied and are delivering their intended outcomes.\nIn this role, you will be responsible for working closely with various stakeholders, including our experienced operations and engineering teams, DevSecOps, Cloud Operations, Security, Compliance and other key partners. Your primary focus will be on operational assurance and performance management,monitoring how each practice is actually performing, reviewing change records and request fulfilment for quality and compliance, investigating recurring execution issues, facilitating performance reviews and coordinating practical improvements to the way ITSM is operated day to day.\nYou will be involved in a wide range of tasks, including assuring change quality and approval compliance, monitoring request and incident performance against target, supporting problem management and post-incident review, conducting control and compliance reviews, and building the dashboards and analysis that make service performance visible. \nYou will gain hands-on experience with a variety of service management and automation technologies, including ServiceNow, Power BI, xMatters and AI-enabled workflow tooling, and your foundational understanding of ITIL and IT4IT concepts will be critical as you contribute to the implementation of best practices.\nAs a Senior ITSM Engineer, you will act as a senior operational advisor to technology teams, providing guidance on process adoption and validating that practices are being followed in reality rather than on paper. Where a process, control or capability design appears to be the underlying problem, you will provide structured, evidence-based feedback to the relevant Outcome Owner rather than working around it. Your attention to detail, analytical rigor and ability to communicate clearly will be essential to the successful delivery of reliable services.\nThis position offers a fantastic opportunity for growth and career development within a supportive and innovative environment. You will have the chance to work with state-of-the-art technologies, be part of a collaborative and high-performing team, and make a significant impact on our organization's success. If you are passionate about service reliability and eager to take your career to the next level, we encourage you to apply and join our team at Wolters Kluwer.\nESSENTIAL DUTIES AND RESPONSIBILITIES\nITSM Practice Assurance and Performance\nMonitor process performance across all ITSM practices - Change Enablement, Incident Management, Service Request Management, Problem Management, Service Level Management and Availability Management - and report on execution quality against defined standards.\nAssure Change Enablement execution: review change records for risk assessment quality, approval compliance, testing and back-out evidence, and analyse emergency, unauthorised and failed changes.\nAssure Service Request Management execution: monitor fulfilment performance against target, catalogue accuracy, approval routing and automation coverage, and identify requests being raised as incidents.\nAssure Incident Management execution: review categorisation and priority accuracy, assignment and routing quality, record completeness, reopen rates and resolution performance.\nSupport Problem Management through post-incident reviews, root-cause analysis and tracking of corrective actions to evidenced closure.\nMonitor SLA, SLO and KPI performance across practices and escalate deviations with supporting analysis.\nFacilitate process and service performance reviews with technology teams and operational stakeholders.\nCompliance, Control and Improvement\nConduct operational assurance and compliance reviews, assessing process adoption and control effectiveness across technology and DevSecOps teams.\nAnalyze trends, exceptions and recurring issues across change, incident, request, problem and availability data to identify risk patterns.\nCoordinate remediation actions arising from assurance findings, audits and performance reviews.\nIdentify operational improvement opportunities and lead their implementation within agreed scope.\nEscalate process design and capability deficiencies to Outcome Owners with structured supporting evidence.\nSupport audits and operational control reviews and maintain governance documentation.\nReporting and Automation\nBuild and maintain trusted ITSM reporting and dashboards that connect operational data across practices to business impact.\nDevelop scripts, automations and AI-enabled workflows across ServiceNow, Microsoft Teams, xMatters, Power BI and observability platforms to reduce manual effort, with appropriate validation and guardrails.\nImprove the quality and consistency of ITSM data used for governance and reporting.\nGovernance Support and Operations\nSupport ITSM governance forums, including CAB and ECAB, with preparation, analysis, actions and follow-up.\nProvide practical guidance to operational teams on process adoption, policy and controls.\nSupport major incident response, including resolver-team engagement, stakeholder updates and post-incident data capture.\nDocument processes, procedures and operational runbooks.\nCommunicate technical concepts, process performance and service risk clearly to non-technical stakeholders.\nStay up to date with emerging technologies and industry trends and continuously improve systems, processes and methodologies.\nOTHER DUTIES\nPerforms other duties as assigned by management.\nParticipates in a 24x7x365 on-call rotation with the Service Delivery and Operations team.\nJOB QUALIFICATIONS & EXPERIENCE\nRequirements:\nBachelor's degree in Computer Science, Information Systems, or a related field, or equivalent relevant experience.\nMinimum of 5 years supporting IT operations or IT Service Management in a large, complex enterprise, including 3+ years across cloud, infrastructure, network, application or platform operations.\nDemonstrated experience assuring or operating multiple ITSM practices, including Change Enablement, Incident Management, Service Request Management and Problem Management.\nPractical understanding of change risk assessment, approval models and change governance in a regulated or audited environment.\nSolid working knowledge of ITIL and ITSM practices, with familiarity with the IT4IT reference architecture,\n ITIL Foundation certification is must.\nHands-on experience with ServiceNow, including reporting, workflow configuration and operational data quality.\nProficiency with Power BI or comparable analytics tooling for building operational dashboards and performance reporting.\nProficiency in scripting languages such as Python, PowerShell or Bash for automation tasks, and experience working with APIs or low-code tools.\nExposure to AI or generative AI technologies applied to operational workflows, or a demonstrated willingness to develop this capability.\nStrong analytical capability in KPI design, trend analysis and data storytelling.\nFamiliarity with DevOps or DevSecOps practices and with Azure and AWS operational environments.\nExposure to incident alerting platforms such as xMatters or PagerDuty is helpful.\nStrong analytical and problem-solving skills, with the ability to work effectively in a fast-paced, evolving environment.\nThought Leadership and Soft Skills:\nAbility to communicate process performance, compliance findings and service risk in clear business terms to a range of stakeholders.\nAbility to challenge constructively when standards are not being met, and to work calmly under pressure during high-severity events.\nExcellent communication and collaboration skills, with a willingness to learn and contribute to team success.\nMEASURES OF SUCCESS\nImproved change quality, approval compliance and reduction in failed, emergency and unauthorised changes.\nImproved request fulfilment performance, catalogue accuracy and automation coverage.\nImproved incident record quality, routing accuracy and resolution performance.\nFewer recurring incidents and timely completion of corrective and remediation actions.\nIncreased automation adoption, with measurable reductions in manual effort and process variation.\nImproved accuracy, adoption and business relevance of operational reporting and analytics.\nStronger process adoption, control effectiveness and resolution of assurance findings.\nDocumented improvements in service reliability and operational maturity.\nOur Interview Practices\nTo maintain a fair and genuine hiring process, we kindly ask that all candidates participate in interviews without the assistance of AI tools or external prompts. Our interview process is designed to assess your individual skills, experiences, and communication style. We value authenticity and want to ensure we’re getting to know you-not a digital assistant. To help maintain this integrity, we ask to remove virtual backgrounds and include in-person interviews in our hiring process. Please note that use of AI-generated responses or third-party support during interviews will be grounds for disqualification from the recruitment process.\nApplicants may be required to appear onsite at a Wolters Kluwer office as part of the recruitment process.","description_format":"text","description_chars":9866,"description_truncated":false,"requirements":{"experience_years_min":5,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":{"level":"bachelor","optional":false},"security_clearance":false,"languages":[]},"benefits":[],"hiring_locations":[{"name":"India","iso":"IN","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["RegTech, AML & Compliance","Clinical Decision Support","Accounting & Tax Software","Legal Software"],"lifecycle":[{"event":"open","at":"2026-10-27T01:43:32Z"}],"visa":[],"liveness":{"score":63,"band":"ok","label":"Likely open","p_open":1,"p_active":0.632,"p_room":1,"age_days":4,"expected_fill_days":34,"reasons":["conf:2","stale_co","velocity","win:early","comp:brand"],"computed_at":"2026-10-30T05:48:23Z"},"pay":null,"html_url":"https://alion.io/job/wolters-kluwer-senior-enterprise-software-engineer-5","json_url":"https://alion.io/job/wolters-kluwer-senior-enterprise-software-engineer-5.json","meta":{"generated_at":"2026-10-30T17:48:03Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":6536,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-31T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":2555},"rest":"https://alion.io/mcp/rest/get_company?id=2555"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fwolters-kluwer-senior-enterprise-software-engineer-5"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fwolters-kluwer-senior-enterprise-software-engineer-5"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fwolters-kluwer-senior-enterprise-software-engineer-5"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/wolters-kluwer-senior-enterprise-software-engineer-5\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fwolters-kluwer-senior-enterprise-software-engineer-5"}],"agent":{"mcp":"https://alion.io/mcp/jobs","mcp_open":"https://alion.io/mcp/open","next":[{"tool":"get_job","arguments":{"id":3306801}},{"tool":"search_jobs","arguments":{"company":"wolterskluwer.com","detail":"compact"}},{"tool":"match_people","arguments":{"job_id":3306801},"note":"people open to offers who fit this vacancy"}],"note":"The same data through MCP tools: https://alion.io/mcp/open needs no sign-in (compact searches, postings, people); https://alion.io/mcp with an Alion account has everything. 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