[Hiring] Halo ITSM Administrator @Cloud People

Role Description

A global IT solutions and managed services provider is building out the team around its service management platform, which it runs both for its own internal IT and on behalf of its customers. Halo sits at the centre of that, including the integrations between customer instances and the wider toolset.

They need a Halo Administrator to own the day-to-day configuration and management of the platform. You will sit under the ITSM Platform Lead, working alongside Halo Developers and the wider service management team, handling Halo incidents and service requests, building out catalogues and portals, designing workflows and automation, and producing the reporting the business runs on. This is a hands-on platform role rather than a service desk role.

The person doing it is the one the business comes to when it wants Halo to do something it currently does not.

Why This Role Stands Out

• Most Halo administration roles are single tenant; this one is not.
• You will work across an internal instance and multiple customer instances, plus the integrations between them and platforms such as Zabbix, Torq, and Entra.
• There is genuine scope to shape things, contributing to platform upgrades, release cycles, and process automation.
• Act as a technical voice in roadmap planning for both internal and customer use.
• Fully remote role with a single monthly visit to the London office.

Key Responsibilities

• Own the day-to-day configuration, administration, and management of the Halo platform across internal and customer instances.
• Run Halo related incidents and service requests through to resolution.
• Design, develop, and optimise Halo workflows, standard actions, event-driven notifications, and SLA triggers.
• Build and maintain catalogue and portal items, working with requestors, IT, and operational teams to align requirements.
• Design and build reports and dashboards tracking platform performance and business KPIs.
• Support platform upgrades, release cycles, and API integrations with other platforms.
• Contribute to enterprise-wide process automation initiatives aimed at improving efficiency.
• Act as a technical advisor for Halo initiatives and roadmap planning.
• Ensure access control, security policies, and platform permissions are configured correctly.
• Work in line with ITIL practice, change management policies, and internal governance standards.

Qualifications

• Strong hands-on experience configuring Halo ITSM, ideally across a multi-organisation or multi-tenant setup.
• Experience of Halo release cycles, upgrades, and API integrations.
• Workflow and automation design using Halo’s native workflow engine, including standard actions, release workflows, notifications, and SLA triggers.
• Database and query skills for Halo reporting, specifically SQL Server and T-SQL.
• Ability to take a business requirement, understand it properly, and translate it into a native Halo solution.
• Solid understanding of ITIL frameworks and how they apply in practice.

Requirements

• Experience migrating from a legacy ITSM platform such as ServiceNow or Remedy across to Halo.
• PowerShell scripting.
• ITIL v4 Foundation or higher.