Systems Engineer - ITSM

JOB OVERVIEW :

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 Helix) 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 enterprise, 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 BMC Helix configurations under the direction of senior team members.
• 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 recurrence of issues, improve the 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 (Helix) as directed

REQUIRED TECHNICAL SKILLS :

REQUIRED EDUCATION :

OTHER KEY QUALIFICATIONS :

PREFERRED SKILLS AND EXPERIENCE :

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