The Systems Engineer Service Management will support and facilitate the IT Service Management (ITSM) processes such as Service Catalog, Incident, Problem, Change, Release and Configuration Management. This role will support the ITSM platform and take part in the design, deployment and maintenance of the ITIL service management toolset (BMC Remedy) from a functional perspective. This position requires experience managing ITSM processes, knowledge of ITIL and ITSM best practices and technical knowledge of both IT infrastructure and applications/SDLC. In executing processes that span the IT department, strong communication and writing skills are essential as well as experience working in a matrix environment.
ROLES AND RESPONSIBILITIES:
-Supports IT Service Management (ITSM) Strategy, Policy, and Procedures.
-Implements and maintains effective interfaces with other disciplines and other areas within IT and the business.
-Configures and maintains ITSM tool configurations (creation of change workflows, approval mappings, and relevant templates) under the direction of senior team members.
-Participates in Change and Release Management review meetings.
-Completes work items in support of the ongoing maintenance and enhancement of the ITSM system.
-Monitor, assess and identify strategies to improve processes, services, systems and analysis.
-Delivery of effective Incident Management support for IT services with the goals to minimize business and service impact to the Company.
-Work within the Service Management framework to prevent recurrences of issue, improve team's knowledge base, and prevent problems caused by changes.
-Partner with Application Development, Infrastructure and other stakeholders to provide proactive and business appropriate communication on status for incidents.
-Monitor metrics and measurements demonstrating application's health, performance, and goals.
-Develop ITSM tool requirements based on the service-centric and process-focused IT department vision
-Facilitate process and tool implementation and adoption
-Assist in developing process automation/ implementation strategy, training and communication plan
-Support onboarding of tool users throughout the RSC and field.
-Monitor process and tool compliance, suggest improvements in the deployed process and tools, and support continual process improvement
-Support patching and upgrade of the ITSM toolset (Remedy) as directed
REQUIRED TECHNICAL SKILLS:
-Minimum of 5 years’ experience in ITSM / ITIL process and tool assessment, design and Implementation activities
-ITIL V3 Foundation Certification preferred
-Knowledge and experience in Remedy tools implementation, specifically the ITSM suite
-Minimum of 5 years of using Remedy applications suite
-Demonstrated strong Service Management knowledge in key ITSM processes including Incident Management, Problem Management, Change Management, Service Level Management and Knowledge Management
-Experience developing and maintaining Remedy with Smart IT
-Experience leveraging Digital Workplace
-Experience with ITIL based Incident Management systems.
-Experience in implementing quality guidelines, standards and procedures
-Experience developing and maintaining reports (Smart Reporting)
-Bachelor’s degree in Computer Science, Information Technology or a relevant field
OTHER KEY QUALIFICATIONS:
-Must be able to effectively interact with other teams across the organization
-Ability to manage multiple tasks along a parallel process
-Excellent communication skills
PREFERRED SKILLS AND EXPERIENCE:
-ITIL Expert Certification
-Automated Configuration Management Database (CMDB) population from 3rd party data sources
-Development experience with BMC Atrium Integrator Spoon
-Experience supporting and developing REST API and WSDL