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vFire Systems Administrator
Ref No.: 17-29089
Location: Weston, Massachusetts
Job Description:
- Will work in the internal group which provides operational support globally for ITIL processes including Service Management, Event Management, Incident Management, Problem Management, Change Management, Request Fulfillment, and IT Communications.
- The vFire Systems Administrator will play a critical role towards ensuring the stability, usability, availability and reliability of the vFire Service Management platform by performing systems administrative and maintenance tasks, fulfilling user requests, facilitating reporting and informational requests, maintaining high quality documentation, and collaborating closely with internal IT and general user community.

Key Responsibilities:
- Manage routine maintenance tasks and systems administrative activities including additions and updates to Customer, Officer, Organization, and other system level tables.
- Support incident management and drive initial diagnosis, troubleshooting, and resolution of customer problems working with vFire
- Assist with vFire development projects by providing coding, administration and testing services.
- Assist users with vFire usage and inquiries.
- Facilitate Reporting by setting up report schedules and running ad-hoc reports as requested.
- Also help users define metrics to capitalize of data collected in vFire.
- Perform unit and system testing for workflow and customization projects.
- Provide Request Workflow Maintenance Add, update, and request items.
- Expedite VSM workflow processes through scheduling and routing user requests and calls.
- Provide Configuration Management Database Maintenance including import and validation of Configuration Items from external data sources and customer requests.
- Maintain integration with other tools and help in coding scripts to import data into vFire.
- Demonstrate excellence in customer care, assurance and service quality.
- Ensure change management processes are continuously followed to maintain a stable production environment.


The ideal candidate is a self-motivated team player who is coachable, flexible, resilient, and comfortable working with minimal supervision.

She/he must be able to independently analyze existing configurations, customizations, workflows, and web services to provide support for new customer requirements.

Qualifications:
- 5+ years platform management experience, 3+ years collaborating closely with technical infrastructure teams.
- vFire Service Management platform
- Business Objects reporting platform is desirable
- Change management, issue tracking, and incident analysis
- Analytical, problem-solving, and troubleshooting abilities
- Strong written and verbal communication skills
- Familiarity with ITSM tools such as ServiceNow
- Continuous Improvement mindset

Education: BA/BS in computer science, engineering or related technical disciplines