Job Description: Provide support for IT Service Management processes to include analysis, design, and automation to improve IT services including development of an IT Service measurement framework. Adapt the best practices as described in the ITIL framework to OCCS services. Identify and track IT assets and their dependencies for OCCS through the Configuration Management Database (CMDB), providing support systems for ITIL compliant processes, including Incident Management, Request Fulfillment, Configuration and Asset Management. Responsible for Change Management, supporting OCCS IT Teams in maintaining the continuity and availability of their services and applications, providing support for Service Level Management implementation that reflects business needs and resources, and reporting service metrics to provide greater transparency to IT operations Assist in automating service-oriented business processes and procedures such as the OCCS Employee Exit process using the workflow capabilities in our ITSMS tool (vFire), etc. Specific Knowledge, Skills and Abilities (KSAs) Minimum of 8 years of experience in systems analysis, design, and implementation, demonstrating proficiency in understanding complex business needs and translating them into technical solutions. Demonstrated working experience in supporting IT Service Management Systems (ITSMS) such as VMWare Service Manager (VSM), and Alemba vFire Administrator. Experience in supporting VSM through initial diagnosis and troubleshooting of customer issues. Hands-on experiences in VSM workflow processes through scheduling and routing user requests and calls. Demonstrated capability of leading ITSM Systems development projects providing coding, administration, and testing services. Demonstrated experience in training users on ITSMS and creating user documentation, guides, and knowledge articles. Working knowledge and experience in ITSMS Administrative updates, Including additions and updates to Customer, Officer, Organization, and other systems level tables. Demonstrated capability of facilitating ITSMS reporting by setting up report schedules and running ad-hoc reports as requested. Hands-on experience in assisting users in defining metrics to capitalize data collected in VSM/vFire systems. Demonstrated experience in Configuration Management maintenance, to include importing and validating configuration items from AD, Altiris, and other resources. Demonstrated oral and written communication skills. Experience with JavaScript, HTML, CSS, XML, JIRA, Web Services, and ETL. Experience in providing meaningful standardized information about IT services to the managers based on their custom requests. Demonstrated experience in working with OCCS, or organizations similar in scope, size, and structure, and internal customers to identify and automate internal functions beyond IT using vFire workflow system. Hands-on experience in developing and maintaining business requirements. Working experience in basic administrator support in hosting and managing IIS 7 in Windows Server 2008 for vFire. Knowledge and understanding of Section 508 compliance requirements and testing and responsive design.
