SCSM Engineer

phoenix, arizona

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 Client 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.

 

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