Systems Engineer - ITSM

Darden Restaurant Support Center

About The Position

The Systems Engineer Service Management will support and facilitate the 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 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 applications/SDLC. In executing processes that span the enterprise, strong communication and writing skills are essential as well as experience working in a matrix environment.

Requirements

Minimum of 5-years of experience with BMC Helix application suite (ITSM, DWPC, Dashboards, iPaaS, discovery)
Knowledge and experience in Helix tools implementation, specifically the ITSM suite
Minimum of 5-years of administering OOTB Helix applications suite
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 BMC Helix application suite
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 (Helix Dashboards)
Bachelor’s degree in computer science, Information Technology or a relevant field
Must be able to effectively interact with other teams across the organization
Ability to manage multiple tasks along a parallel process
Excellent communication skills
High level ability to troubleshoot uncommon issues

Nice To Haves

ITIL 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
Development of DWPC services
Development within the BMC Helix Innovation suite

Responsibilities

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 BMC Helix configurations under the direction of senior team members.
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 recurrence of issues, improve the 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 (Helix) as directed