Expert Technical Solution Manager

Senior IT Service Management Expert

We are seeking a highly skilled Senior IT Service Management Expert to join our team. As a key member of our IT organization, you will be responsible for providing strategic direction and guidance for the administration, support, and maintenance of core ITSM (Incident, Problem, Change, Knowledge, and Request Management and CMDB), ITOM Discovery (SCCM, JAMF, Qualys) and HAM.

• Provide advanced-level assistance to IT service management administrators for day-to-day operations/support cases.
• Research and analyze business requirements, provide conceptual and detailed designs to meet business needs, develop, enhance, and manage configurations in IT service management systems, and test and support the rollout of solutions.
• Considered an expert in troubleshooting IT service management systems, CMDB, and IT asset management database structures, data management, and process enhancement.
• Lead the development and deployment of new integrations with internal/external systems.
• Interface regularly with team members providing quality IT service management end-user support, while delivering exceptional customer service.
• Engage in all aspects of Agile development, including understanding business requirements and testing support to analyze and mitigate issues.
• Participate in code reviews and change management (release) processes to develop and implement new applications and updates to existing applications.
• Perform tier-3 support activities and tasks for IT service management systems as required.
• Interface with third-party software vendors to escalate and resolve software/technical problems.
• Collaborate cross-functionally with business owners, solution architects, business systems analysts, project managers, and other engineers/developers to discuss technical options and pros/cons to meet business requirements and achieve secure and scalable solutions while applying best practices.

• Bachelor's degree in technology or equivalent experience required.
• 6-8+ years in an IT environment with strong IT service management experience and a solid understanding of ITIL.
• 5-7+ years of IT service management experience in administration, configurations, customizations, development, enhancements, troubleshooting, end-user support, platform updates, and maintenance.
• 5-7+ years proficiency in customizing IT service management systems through form customizations, business rules, workflows, client scripts, script includes, UI policies/actions, security rules, and other IT service management constructs.
• Mastery of IT service management core modules, including incident, problem, change, knowledge, and request management.
• Strong understanding of CSDM and CMDB, including integrating and importing data using ITOM discovery tools (SCCM, JAMF, Qualys).
• Advanced understanding and adherence to best practices in development, test, and production environments.
• Experience in full project life cycle development for systems and applications.

• IT service management certifications.
• Advanced IT service management administration skills.
• Strong understanding of CSDM and CMDB, including integrating and importing data using asset discovery tools (SCCM, JAMF, Qualys).
• Background and experience in server administration.
• SecOps and integrated risk management module experience.
• Experience using SDLC and/or Agile development methodology to conceptualize and deliver software.
• Strong analytical and critical thinking skills, and a passion for continuous improvement.
• Self-motivated, detail-oriented, and organized. Able to multitask, prioritize, and be flexible to meet changing priorities and challenges.

• Strong communication (oral and written) skills.
• Experience working with a variety of roles/levels, from junior staff to managers to customers.
• A wide degree of creativity and passion for process improvement is expected.
• Maintain a positive environment and high-performance standards.
• Experience interacting with and supporting geographically dispersed clients/users.
• Flexibility to take on tasks outside of own area and to assist the team is a key success factor.

• Mid-Senior level

• Full-time

• Information Technology

• Software Development