Title: IT Systems Engineer



Location: Orlando, FL- Hybrid



Duration: Direct Hire



Compensation: TBD



Work Requirements: US Citizen, GC Holders or Authorized to Work in the U.S.



 



The Systems Engineer – IT Service Management (ITSM) will support the development, implementation and continual improvement of IT Service Management (ITSM) processes such as Service Catalog, Incident, Problem, Change, Release and Configuration Management. This role will support the ITSM platform and take part in the design, deployment and maintenance of the ITIL service management toolset (BMC Remedy/Helix) from a functional perspective.



 



This position requires experience managing ITSM processes, knowledge of ITIL and ITSM best practices and technical knowledge of both IT infrastructure and Remedy/Helix application development. In executing processes that span the IT department, strong communication and writing skills are essential.



 



 



Supports IT Service Management (ITSM) Strategy, Policy, and Procedures.



Implements and maintains effective interfaces with other disciplines and other areas within IT and the business.



Configures and maintains ITSM tool configurations (creation of change workflows, approval mappings, and relevant templates) under the direction of senior team members.



Participates in Change and Release Management review meetings.



Completes work items in support of the ongoing maintenance and enhancement of the ITSM system.



Monitor, assess and identify strategies to improve processes, services, systems and analysis.



Delivery of effective Incident Management support for IT services with the goals to minimize business and service impact to the Company.



Work within the Service Management framework to prevent recurrences of issue, improve team's knowledge base, and prevent problems caused by changes.



Partner with Application Development, Infrastructure and other stakeholders to provide proactive and business appropriate communication on status for incidents.



Monitor metrics and measurements demonstrating application's health, performance, and goals.



Develop ITSM tool requirements based on the service centric and process focused IT department vision



Facilitate process and tool implementation and adoption



Assist in developing process automation/ implementation strategy, training and communication plan



Support onboarding of tool users throughout the RSC and field.



Monitor process and tool compliance, suggest improvements in the deployed process and tools, and support continual process improvement



Support patching and upgrade of the ITSM toolset (Remedy/Helix) as directed



 



Skillset / Experience:



Bachelor's degree in Computer Science, Information Technology or a relevant field



Minimum of 5 years' experience in ITSM / ITIL process and tool assessment, design and Implementation activities



ITIL V3 Foundation Certification preferred



Knowledge and experience in Remedy tools implementation, specifically the ITSM suite



Minimum of 5 years of using Remedy/Helix applications suite (v20.02 or higher)



Demonstrated strong Service Management knowledge in key ITSM processes including Incident Management, Problem Management, Change Management, Service Level Management and Knowledge Management



Experience developing and maintaining Remedy with Smart IT



Experience leveraging Digital Workplace Advanced



Experience with ITIL based Incident Management systems.



Experience in implementing quality guidelines, standards and procedures



Experience developing and maintaining reports (Smart Reporting)



Must be able to effectively interact with other teams across the organization



Ability to manage multiple tasks along a parallel process



Excellent communication skills



 



Preferred Skills/Experience:



ITIL Expert Certification



Automated Configuration Management Database (CMDB) population from 3rd party data sources



Development experience with BMC Atrium Integrator Spoon



Experience supporting and developing REST API and WSDL.



Knowledge of container implementations and architecture



 



About INSPYR Solutions



 



As a leading technology solutions company, we connect top IT talent with clients to provide innovative business solutions through our IT Staffing, Professional Services, and Infrastructure Solutions divisions. There are four elements that set us apart and serve as pillars of our company philosophy: Quality, Expertise, People, and Relationships. By always striving for excellence in these areas and focusing on the human aspect of our business, we work seamlessly together with our talent and clients to match the right solutions to the right opportunities. Learn more about us at (url removed).



INSPYR Solutions provides Equal Employment Opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability, or genetics. In addition to federal law requirements, INSPYR Solutions complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities.