Onsite Engineer

仕事内容

Roles and Responsibilities

• The resource will play a key role in ensuring that the service management processes exists and meets the objectives of the client by assessing needs and capabilities, defining required processes, implementing said processes, training and socializing / supporting employee adoption and usage of the service management processes such as incident, problem, change, event, request, CMDB and more advanced strategic processes such as capacity, demand, release, financial etc..

• This person will focus on the process, procedure and people side of service management in the IT and Business environments, systems and business processes, technology platform alignment, job roles and organization structures.

• The primary responsibility will be creating and implementing core management strategies, processes, procedures and plans that maximize employee adoption and usage and minimize resistance while aligning to ITIL framework requirements and corporate initiatives.

• The resource will work to drive faster adoption, higher ultimate utilization and greater proficiency of the service management processes and systems that impact employees in the organization to increase benefit realization, value creation, ROI and the achievement of results and outcomes.

• This role will have to work collaboratively with many others in the organization to succeed.

He will act as a coach for junior employees and executives in helping them fulfill the recognition and value of ITIL process in their business as a sponsor.

He may also provide direct support and coaching to front-line managers and supervisors as they help their direct reports through transitions.

He will also support project teams in integrating defined service management processes and activities into their project plans and assist the overall IT requirements in meeting IT team objectives in expected outcomes and efficiencies of associated processes.

Act as the subject matter expert for all Service Desk Plus related implementations

Pro-actively recommend Service Desk Plus processes, integration needs, process workflow associated to incoming Business requirements

Work with Product owner to design user stories and prioritize requests

Handle and maintain implementation related documentation: solution blueprint, interfaces design documents, configuration workbook, user stories and process follow associated.

Lead the design and implementations, driving configuration activities in SDP

Develop complex Service Catalogues using workflow editor, configure multilevel approvers/notifications, dynamic approvals, notification reminders and assign automated Task activities. Business requirements review for compatibility with existing integrations and applications

Solution design Authority participation for Integrations Functional specification review

Involvement in User Acceptance testing - Supports UAT and defects resolution

Involvement in Release Management Supports Agile release management complying with IDS standards

Desired Candidate Profile

• Knowledge on ITIL, ITSM framework, Incident Management, Problem Management, Change Management and Administration of Ticketing/Monitoring tools (ServiceDesk Plus/ Jira / Symphony Summit / ServiceNow / ZenDesk / BMC Remedy)
• Experience in developing Service catalogs, Workflow /Flow Designer, Catalog scripts, macros etc.
• Experience in documenting processes, escalation management, trouble ticket initiation and tracking and excellent problem data gathering skills.
• Proficient in Microsoft OS. In-Depth knowledge of Active Directory and DNS structure.
• Strong Knowledge of Windows 2012 /2016 and 2019 Server and trouble shooting skills.
• Ability to implement AD infrastructure. Proficient in doing Recovery of AD Domain Controllers, DNS, WINS, DHCP servers.
• Good Exposure to Group Policies creation, their testing and implementation. In-Depth knowledge of DHCP servers designing and planning.
• Should have worked any patching solution.
• Familiarity with basic tools such as ping, DNS, nslookup and traceroute.
• Familiarity with Network concepts such as IP address, routers, switches, Firewall, LAN, WAN.
• Good communication skills.

• Certification: CCNA, Windows MCP / MCSA, ITIL