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SCSM Engineer
Ref No.: 17-09708
Location: Phoenix, Arizona
Start Date / End Date: 07/13/2017 to 06/21/2018
Job Description:
  • The Senior System Center Service Manager (SCSM) Engineer is responsible for managing and maintaining the global enterprise SCSM platform used for the management of Incidents, Problems, Changes and Service Requests. The SCSM platform within ADE is the ITIL Services Management platform for the global Business Technology organization.
  • The Senior SCSM Engineer will be responsible for collaborating with management, application technical support analysts and developers, internal and external support teams, solving issues, architecting, configuring, and delivering system improvements and reports. The individual will leverage their experience to provide reporting analytics to facilitate queue management and on-going improvements.
  • This role also has responsibility for supporting the integration with other System Center components including Operations Manager, Configuration Manager, and Orchestrator, as necessary.

Key Responsibilities:
  • Perform administrative tasks from the Service Manager console, provide application support for the SCSM platform and create and maintain services and associated data.
  • Review and update SCSM console security, apply patches, create SCSM console roles and reviews, and create and install custom Management Packs (MP) as needed.
  • Develop reports and dashboards as approved by management
  • Deploy workflows for common processes
  • Grant permissions to allow responsible groups to manage resources and work queues
  • Create and maintain Service Manager templates
  • Create, modify and troubleshoot SCSM workflows
  • Utilize verbal and written communication skills to maintain accurate system documentation and provide training as required
  • Manage customer satisfaction through effectively communicating and managing customer expectations

Basic Qualifications:
  • B.S. degree in a computer science, information technology, computer related discipline or 5+ years IT work experience in a global information technology infrastructure environment.

Preferred Skills/Experience:
  • Experience with the installation and administration of Microsoft System Center Service Manager 2012 including troubleshooting and problem resolution.
  • Experience with ITIL Foundations, Incident Management, Problem Management, Change Management, and Service Request Management
  • Understanding of the other System Center Products and how they integrate with SCSM: System Center Configuration Manager, System Center Orchestrator, System Center Operations Manager System Center Orchestrator Experience, Deployment and Infrastructure, Integrating a Run Book with SCSM, Creating and troubleshooting Run Books Experience with System Center Operations Manager 2012
  • Experience major Microsoft technologies including PC and server operating systems, Active Directory, Exchange, SharePoint, SQL Server, Office, and Forefront Identity Management (FIM).
  • Knowledge of server virtualization technologies, preferably VMware and/or Microsoft technologies
  • ITIL v3 Certification.

Professional Skills/Experience:
  • Minimum of 5-7 years IT experience managing deployment of technology components in a specific technical discipline: clients, servers, storage, web platforms, database platforms, security, networks, or communications ideally with a mix of skills that include technical architectures, engineering and operations experience
  • A career track record of engineering, developing, deploying, and maintaining business critical systems in the area of technical expertise including hands on solution development and implementation experience
  • Ability to impact and influence stakeholders and drive alignment on standard global technology solutions.
  • Team Player with proven leadership, communication, organizational, and strong interpersonal skills. The role requires significant interaction with many different teams across a global company.
  • Self-motivated, with keen attention to detail and excellent judgment skills