<p>Overall Job Summary</p> <p>This position is responsible for managing the tools, infrastructure, and processes needed in a multi-tiered support structure. This individual will apply proven communication skills, problem-solving skills, and knowledge of best practices to guide his/her team on issues related to the support of mission-critical information systems.</p> <p>Essential Duties and Responsibilities (Min 5%)</p> <ul> <li>Oversee a team that is responsible for the implementation and management of the IT Service Management and Job Scheduling tools. </li><li>Planning and oversight of the business process/activity monitoring tools and the under lying infrastructure (network, systems, etc.) </li><li>Provide a configuration management database (CMDB) platform to house configuration information and their relationships. </li><li>Work across IT teams to capture relationships between business processes, applications, to underlying infrastructure components. </li><li>Work with other tier 2 teams to implement monitoring, measuring, and alerting of business processes. </li><li>Integrate ITSM tools to meet IT Support and development needs. </li><li>Establish tools to measure IT Support against service level commitments and measure business processes against service level commitments. </li><li>Work with other IT areas for Systems Support to prioritize, document, and onboard support activities. </li></ul> <p>Required Qualifications</p> <p>Experience:</p> <ul> <li>4+ years direct experience in supporting IT Service Management processes. </li><li>4+ years proven experience people management. </li><li>Proven experience in overseeing the direction, development, and implementation of software solutions. </li><li>Knowledge of ITIL Foundation concepts, practices, and procedures preferred. </li><li>Knowledge of continuous improvement concepts preferred. </li></ul> <p>Education: Bachelor's degree in Computer Systems Design or Computer Science, and/or 6+ years equivalent work experience. Any suitable combination of education and experience will be considered.</p> <p>Preferred knowledge, skills or abilities</p> <ul> <li>Strong Enterprise Application Support experience </li><li>Strong Process Management skills </li><li>Ability to manage ITSM Tools and Enterprise Support tools </li><li>Knowledge of ITIL and ITSM methods, processes, and best practices. ITIL certification preferred. </li><li>Good project management skills and/or substantial exposure to project-based work structures, project lifecycle models, etc. </li><li>Understand data integration concepts. </li><li>Strong skills in Microsoft Office. </li><li>Ability to conduct research into application development issues and products. </li><li>Knowledge of systems and Application Management. </li><li>Strong understanding data and systems integration techniques. </li></ul> <p>Working Conditions</p> <ul> <li>Hybrid / Flexible working conditions </li><li>Must be able to work some nights and weekends </li><li>Occasional travel required </li></ul> <p>Physical Requirements</p> <ul> <li>Sitting </li><li>Standing (not walking) </li><li>Walking </li><li>Kneeling/Stooping/Bending </li><li>Driving a vehicle </li><li>Reaching overhead </li><li>Lifting 50+ pounds </li></ul> <p>Disclaimer</p> <p>This job description represents an overview of the responsibilities for the above referenced position. It is not intended to represent a comprehensive list of responsibilities. A team member should perform all duties as assigned by his/ her supervisor.</p> <p>Company Info</p>