Sr Svc Mgmt System Engineer Sr Svc Mgmt System Engineer …

à Chicago, IL, États-Unis
CDI, Plein-temps
Soyez parmi les premiers à postuler
à Chicago, IL, États-Unis
CDI, Plein-temps
Soyez parmi les premiers à postuler
Sr Svc Mgmt System Engineer
Administration, development, maintenance, and problem resolution of the IT Service Management systems: Remedy and ServiceNow and related monitoring solutions. Provide development and engineering consultative services to customers and colleagues to solve problems and deliver on their requirements. Participate and contribute in the execution and delivery of business driven, I&O and internal team projects.

Principal Accountabilities:
  • Participation in the design and development of new service mgmt. requests and requirements, incl. but not limited to functionality, performance, manageability and UAT.
  • Participation in I&O projects, incl. but not limited to R&D of new solutions, migrations, implementation and on-going support
  • Providing information for, and operationally maintaining, the ITSM and monitoring systems including its data. Participation in problem and incident resolution, incl. 7x24 on call support rotation and after-hours testing and change processes. Revision and patch management of software and hardware.
  • Participation in CAB meetings and properly represent applicable Changes, incl. but not limited to assessing risk, identifying critical service and system dependencies, defining and implementing risk mitigation.
  • Documentation, process, and procedures of the ITSM and monitoring systems. Develop detailed project plans and processes when implementing solutions. Provide training to internal staff when applicable. Ensuring all system and operational documentation is accurate and current
  • Articulate issues, problems and solutions to management, technical staff, and colleagues. Engagement with vendors in a professional manner to resolve problems, develop enhancement requests to increase the value of third-party solutions.
  • Collaborate with other functional areas when developing solutions, leveraging expertise and resources to implement the best possible solutions. Consider "outside of the box" solutions when solving business problems.

Skills and Software Requirements:
  • Experience with BMC software solutions incl. Helix, ITSM, ITOM, Discovery
  • Reporting experience in general, Business Objects and Grafana a plus
  • Experience with and able to write and understand SQL queries
  • Experience with SRM and more recently DWP Catalog.
  • Experience with CMDB, Change Mgmt.
  • Experience with PWA views on Remedy Modules
  • Working knowledge of the Atlassian suite (JIRA, etc.)
  • Experience with Splunk a plus
  • Red Hat and Windows Operating Systems, scripting (python)
  • ITIL certified a plus

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