Lead Software Engineer - SMAX

Senior SMAX Specialist / Solution Engineer

Role Overview

The Senior SMAX Specialist / Solution Engineer is responsible for the technical ownership, architecture, development, operational stability, and continuous evolution of the OpenText SMAX platform. The role designs and implements new functionalities, integrations, and automations; ensures quality across configuration, testing, deployment, and operations; and supports the Product Owner with technical analysis and backlog prioritization. The specialist is expected to work independently, reduce dependency on the external vendor, and ensure that SMAX development remains aligned with Komerční banka’s ITSM processes, architecture standards, and operational requirements.

The role serves as the key internal technical authority for SMAX and is accountable for ensuring that platform changes are feasible, maintainable, secure, and operationally sustainable before they are delivered into production.

Key Responsibilities

Platform ownership

• Responsibility for the technical design and configuration of SMAX

• Design of the architecture for new solutions

• Management of the technical backlog

• Management of technical debt

Development and configuration

• Configuration of workflows, business rules, and forms

• Design and implementation of custom entities

• Creation of automations

• Management of notifications and SLA logic

• Analysis and resolution of complex incidents

Integration

• Design of REST API integrations

• Integration with Azure Automation

• Integration with IAM, CMDB, Logman, DWH, and other systems

• Diagnosis of integration issues

Release management

• Review of changes

• Dev/Test/Prod governance

• Coordination of release activities

• Support during upgrades and patch management

Stakeholder management

• Consultation with architects

• Collaboration with security and audit teams

• Technical leadership of junior team members

Must-Have Technical Skills

• OpenText SMAX Platform Expert

• Integrace a API

• Data Model a CMDB

• ITSM Procesy

• Automatization

• SQL a data management

• Release & Configuration Management

• Analytical skills

Required Experience

• Experience with the implementation, configuration, or administration of an enterprise ITSM/ESM platform, preferably OpenText SMAX, or alternatively ServiceNow, BMC Helix, Ivanti, or a similar solution.

• Experience with the design and implementation of workflows, business rules, forms, approval processes, SLAs, and notification mechanisms.

• Experience with the design, implementation, and operation of integrations through REST APIs, including the analysis and resolution of integration issues.

• Experience with the administration and development of CMDB, data models, and relationships between configuration items (CIs).

• Experience with the implementation and support of ITIL processes, especially Incident Management, Request Fulfillment, Problem Management, Change Management, Release Management, and Knowledge Management.

• Ability to independently analyze business requirements, prepare functional and technical specifications, and design target solutions including impacts on processes, data, and integrations.

• Experience with resolving operational incidents, problem management, and technical support for critical enterprise applications.

• Ability to create and maintain technical documentation, operational procedures, and a knowledge base.

Nice-to-Have Skills

• ServiceNow

• OpenText Service Manager

• Connect-It

• Azure DevOps

• Power BI

• Enterprise architektura

• Bank environment

• Security a IAM integration

Target Skill Matrix

Capability

Expected Level

Comments

OpenText SMAX Platform Expert

Expert

• configuration of objects and entities in SMAX

• workflow design and adjustments

• business rules

• forms and layouts

• SLAs and notifications

• service catalog

• knowledge management

• approval workflows

• resolver groups and role model

Integrations and APIs

Advanced -> Expert

Must be able to:

• design integration solutions

• analyze integration errors

• read technical API documentation

• communicate with integration teams

Data Model and CMDB

Advanced

Must be able to:

• design the data model

• manage the CI structure

• define relationships between CIs

• analyze the impact of changes in the CMDB

• address data quality issues

ITSM Processes

Expert

Practical knowledge of:

• Incident Management

• Request Fulfillment

• Problem Management

• Change Management

• Release Management

• Knowledge Management

• Service Catalog

SQL and Data Handling

Advanced

Must be able to:

• read SQL queries

• create basic SQL queries

• analyze data anomalies

• prepare inputs for reporting

• perform data checks after release

Automation

Advanced

Should be able to identify processes suitable for automation and design their implementation.

Release & Configuration Management

Advanced

Must be able to handle:

• work across DEV/TEST/REF/PROD environments

• Dev2Prod deployments

• release governance

• smoke testing

• rollback scenarios

• patch management

Analytical Skills

Expert

Must be able to:

• translate business requirements into a technical design

• prepare technical specifications

• estimate the complexity of changes

Vendor Screening Guidance

The candidate must demonstrate senior-level experience in implementing, configuring, operating, and further developing an enterprise ITSM platform, preferably OpenText SMAX, or alternatively ServiceNow or a similar solution. The screening should verify hands-on capability in workflow design, business rules, service catalog configuration, CMDB, automations, REST API integrations, data models, and release management across DEV/TEST/PROD environments. The candidate must be able to analyze and resolve complex operational and integration issues, translate business requirements into maintainable technical solutions, prepare functional and technical specifications, and provide technical leadership to other team members. A strong candidate should show the ability to take end-to-end responsibility for SMAX operation and development while reducing dependency on the external vendor.