IT Service Management Systems Engineer - Orlando - Darden

    Darden
    Darden Orlando

    1 week ago

    Description

    Job Overview:
    We are looking for a dedicated IT Service Management Systems Engineer to enhance our IT Service Management (ITSM) processes, including Service Catalog, Incident, Problem, Change, Release, and Configuration Management. This key role involves supporting our ITSM platform and contributing to the design, deployment, and maintenance of the ITIL service management toolset (BMC Helix) from a functional perspective.

    As a Systems Engineer, you will leverage your experience in managing ITSM processes, your knowledge of ITIL and ITSM best practices, and your technical understanding of IT infrastructure and applications/SDLC. Strong communication and writing skills are essential as you will work in a collaborative matrix environment.

    Roles and Responsibilities:

    • Support the IT Service Management (ITSM) Strategy, Policy, and Procedures.
    • Implement and maintain effective interfaces with various IT disciplines and business areas.
    • Configure and uphold BMC Helix configurations under senior team oversight.
    • Assist in the ongoing maintenance and enhancement of the ITSM system.
    • Monitor, assess, and identify strategies for enhancing processes, services, systems, and analysis.
    • Deliver robust Incident Management support to reduce business and service impacts.
    • Collaborate within the Service Management framework to prevent issue recurrence and improve the knowledge base.
    • Update Application Development, Infrastructure, and other stakeholders with proactive communication regarding incidents.
    • Monitor metrics and measurements that reflect application health and performance.
    • Develop ITSM tool requirements aligning with the service-centric, process-focused vision of the IT department.
    • Facilitate process and tool implementation and foster adoption across the team.
    • Assist in developing a process automation and implementation strategy, including training and communication plans.
    • Support onboarding of tool users in the RSC and field locations.
    • Ensure compliance with deployed processes and tools, suggesting improvements for continual enhancement.
    • Aid in patching and upgrading the ITSM toolset (Helix) as needed.

    Required Technical Skills:
    - Minimum of 5 years' experience with BMC Helix application suite including ITSM, DWPC, Dashboards, iPaaS, and discovery.
    - Proven knowledge and hands-on experience in Helix tools implementation, particularly the ITSM suite.
    - At least 5 years of experience administering OOTB Helix applications suite.
    - A strong understanding of key ITSM processes such as Incident, Problem, Change, Service Level, and Knowledge Management.
    - Experience in developing and maintaining the BMC Helix application suite.
    - Familiarity with Digital Workplace Advanced.
    - Exposure to ITIL-based Incident Management systems.
    - Background in implementing quality guidelines, standards, and procedures.
    - Proficiency in generating and maintaining reports using Helix Dashboards.

    Required Education:
    - Bachelor's degree in Computer Science, Information Technology, or a related field.

    Other Key Qualifications:
    - Ability to effectively collaborate with other teams across the organization.
    - Capacity to manage multiple tasks in a parallel process.
    - Excellent communication skills.
    - Strong troubleshooting capabilities for uncommon issues.

    Preferred Skills and Experience:
    - ITIL Certification.
    - Experience in Automated Configuration Management Database (CMDB) population from third-party data sources.
    - Development experience with BMC Atrium Integrator Spoon.
    - Familiarity with supporting and developing REST API and WSDL.
    - Previous involvement in DWPC services development.
    - Development within the BMC Helix Innovation suite.

    #LI-KP1
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