Job Description
ABOUT IVM
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IVM is a technology company transforming workplaces through smart vending and inventory solutions that provide employees with secure, 24/7 access to the tools and supplies they need.
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For more than 30 years, IVM has supported organizations across all 50 states and more than 40 countries. We are a growing Indianapolis-based company working with some of the world's largest organizations.
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We're looking for an Integration & IT Support Engineer to join our team. This role is primarily focused on supporting IVM's APIs and developing and supporting our ServiceNow application and integrations.
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You'll work directly with customers and their technical teams to troubleshoot integrations and solve complex technical issues. You'll also be part of IVM's IT Support team, providing internal desktop support and troubleshooting networking, IoT devices, hardware, and other IT issues as needed.
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This is an ideal role for someone who enjoys both application and integration work and the variety of hands-on IT support.
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RESPONSIBILITIES
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API & ServiceNow
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- Support customers integrating ServiceNow or similar ITSM, ERP, or other enterprise systems with IVM's APIs and SaaS services.
- Develop, support, and improve IVM's ServiceNow application and integrations.
- Work directly with customer IT teams, developers, and ServiceNow administrators during integration setup, testing, and troubleshooting.
- Troubleshoot REST API requests, JSON payloads, authentication, HTTP errors, and other integration issues.
- Use API testing tools, logs, and technical documentation to investigate, reproduce, and resolve issues.
- Assist customers with API authentication, credentials, endpoint usage, and integration requirements.
- Collaborate with IVM developers when issues require software changes or additional investigation.
- Maintain and contribute to API, ServiceNow, and technical documentation.
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IT & Technical Support
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- Diagnose and resolve technical issues involving IVM software, hardware, networking, and connected equipment.
- Provide internal desktop support to IVM employees, including Windows, Microsoft 365, hardware, software, accounts, and general IT issues.
- Manage support requests through tickets, email, phone calls, and scheduled meetings.
- Troubleshoot Ethernet, Wi-Fi, and other network connectivity issues.
- Configure and troubleshoot proximity badge readers and other hardware used with IVM equipment.
- Support and troubleshoot IoT and other network-connected devices.
- Participate in limited on-call support outside normal business hours as needed.
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MINIMUM QUALIFICATIONS
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- Previous experience in API support, application support, integrations, IT support, or a similar technical role.
- Working knowledge of REST APIs and JSON.
- Experience with ServiceNow, including applications, integrations, or development.
- Understanding of API concepts including HTTP requests and responses, endpoints, status codes, and authentication.
- Strong Windows and desktop troubleshooting experience.
- Understanding of networking fundamentals including TCP/IP, DHCP, DNS, Ethernet, and Wi-Fi.
- Experience providing customer-facing technical support.
- Experience using AI tools for technical research, troubleshooting, documentation, or productivity.
- Strong analytical and problem-solving abilities.
- Strong written and verbal communication skills with the ability to work effectively with both technical and non-technical users.
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HIGHLY DESIRED
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- Experience developing or supporting ServiceNow applications and integrations.
- Experience supporting enterprise API or SaaS integrations.
- Experience using API testing tools such as Postman.
- Experience with OAuth 2.0 or other API authentication methods.
- Basic SQL / SQL Server / T-SQL experience.
- Experience supporting Microsoft 365 environments.
- Experience with IoT or other network-connected devices.
- Experience with proximity badge readers, access-control systems, or similar hardware.
- Relevant ServiceNow, Microsoft, CompTIA, or other technical certifications.
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WHAT WE'RE LOOKING FOR
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We're looking for someone who is technically curious, adaptable, and comfortable working directly with customers. You should be equally comfortable investigating an API response, working on a ServiceNow application, troubleshooting a network connection, or helping an employee resolve a desktop issue.
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The right person doesn't need to know every technology on day one, but should enjoy learning new systems, investigating unfamiliar problems, and taking ownership of issues through resolution.
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INCENTIVES
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- Competitive salary commensurate with experience
- Hybrid schedule – 3 days in office / 2 days remote
- Generous insurance stipend
- 401(k) matching
- Company-paid training and professional development
- Relaxed, collaborative work environment
- Small company – large enterprise customers
- Stable, growing company with more than 30 years in business
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JOB TYPE: Full-time
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REPORTS TO: Lead IT Support Engineer