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SalaryThe IT Service Management (ITSM) Engineer will work primarily with the System Center Service Manager (SCSM), responsible for managing and maintaining the global enterprise platform supporting multiple areas of business, as well as developing and managing supporting workflows within System Center Orchestrator (SCO). Additionally, they will support future growth and development solutions related to enterprise service management and automation.
Key Responsibilities:
- Support growth and development migrating and enhancing existing processes to more resilient and modern platforms.
- Participate in the review and evaluation of alternative platforms and services through proposal, design, implementation, and support phases.
- Perform workflow development and implementation of automated processes, reports, and dashboards.
- Identify and formulate plans to resolve problems by applying new and evolving technology.
- Review and manage complex inventory of automation, scripts, and resources across multiple platforms and multiple languages.
- Demonstrated ability to own and maintain processes for which you are not the original author.
- Create a risk management plan to include the identification of project risks, probability that risks will occur, level of impact and risk mitigation strategies.
- Conduct IT system testing to include establishing conditions and requirements for system testing, development of test scripts, formulation of a test plan, and arranging for test platform and execution of test events.
- Integrate and manage Microsoft System Center products with global reach, maximizing product strengths and supplementing with third party or in-house solutions to meet the ever-changing needs of the business.
- 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 and maintain SCO runbooks to automate requests.
- Create and maintain SCSM template and troubleshoot SCSM workflows.
- Create and maintain PowerShell scripts to extend the SCSM functionality and data consumption.
- Maintain accurate system documentation and provide training as required.
- Manage customer satisfaction through effectively communicating and managing customer expectations.
- Analyze client business processes to evaluate automation potential through SCSM\SCO
Basic Qualifications:
- 5+ years of IT work experience.
- 5+ years of experience working in the administration, installation, configuration, and maintenance of SCSM.
- 5+ years of experience customizing SCSM to meet business requirements (Management Packs, Templates, Views, etc.).
- 5+ years of experience working with SCO, including creating and troubleshooting runbooks.
- 5+ years of experience developing advanced PowerShell scripts using the SMLets module to interact with SCSM.
- 5+ years of experience with ITIL processes, procedures, and best practices.
Preferred Qualifications:
- Bachelor’s degree in computer science or related field
- Familiar with SQL, HTML, JS, REST API calls.
- Experience with Power Platform and other Service Management systems.
Professional Skills:
- Team player with excellent communication and organizational skills. The role requires significant interaction with many different teams across a global company.
- Self-motivated, with keen attention to detail.
- Able to prioritize and drive to results with a high emphasis on quality.
- Ability to work independently with a remote team.
- We are unable to sponsor visas at this time.
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Working at ICF
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Pay Range - There are multiple factors that are considered in determining final pay for a position, including, but not limited to, relevant work experience, skills, certifications and competencies that align to the specified role, geographic location, education and certifications as well as contract provisions regarding labor categories that are specific to the position. The pay range for this position is:
