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Job Purpose

This position is responsible for executing the Service Management Tools strategy at a technical level. This role reports directly to the Manager of Service Management Tools and is responsible for executing procedures for break/fix repair, change requests, and scheduled maintenance. Responsibilities include some development, implementation, and maintenance of strategic monitoring and service management/ticketing tools for CBTS. Key customers for this position include CBTS Managed Services, strategic individual customer programs, CBT, and strategic CTO-led initiatives.

Essential Functions

• Executes the technical direction and focus for service management tools implementation, operation, and maintenance; has an understanding of the vision and translates that into the appropriate technical execution

• Manages systems and/or tools applications while supporting development roadmaps and project tasks

• Actively works with business unit management and decision-makers to execute towards the project backlog, collaborating on establishing business-driven priorities for fixes and enhancements

• Accountable for all system and applications best practices and methodologies including scope and expectations management, requirements management, iterative release management, and testing, quality, and code control

• Accountable for execution of effective systems management and underlying infrastructure of service management platforms; directs efforts to ensure CBTS systems maintain high reliability, acceptable performance, and adequate capacity

• Provides valuable insight and promotes a positive team atmosphere

• Interacts with key vendors and partners as needed to improve the breadth and depth of the service management tools functionality and relevance; additionally, collaborates with providers when appropriate for joint development efforts

• May participate in a pre-sales capacity for strategic customer opportunities

• Provide systems and applications support metrics and respond proactively to trends and performance needs

• Builds and maintains strong working relationships with all levels of CBTS and customer personnel

• Maintains an understanding of CBTS Managed Services Tools service offerings and technical capabilities

• Provides input into the development of monitoring and service management processes by which CBTS will manage and grow its ability to serve customers

• Makes disciplined use of tracking and reporting vehicles to capture project activities and progress and provides details to clients and CBTS management as needed

Education

• Four years of College resulting in a Bachelor's Degree or equivalent

• Continuing applied technical education in multiple disciplines

Experience

• 2 to 5 years of experience

• Network experience - OSI model and Cisco/Juniper/Aruba

• EMC/NetApp/HDS Storage systems experience a plus

• Linux/UNIX/AIX/Solaris operating systems experience

• Microsoft operating systems experience

• Project experience - both operational and technical project implementation

• Exposure to monitoring platforms like EM7, Solarwinds, CA, Nagios, etc.

• Exposure to service management/ticketing systems - HP Service Desk, BMC Remedy, ServiceNow, CA Unicenter, etc.

• ITIL framework familiarity

• Systems or applications implementation experience

Expected Skillsets

• Focused on server deployment and operating system + application management

• Familiarity with compute, storage, and network infrastructure in terms of application delivery; virtualization platforms; and virtual workload management

• Varied background in administering server operating systems, both Linux and Windows, as well as a broad application management experience

• Mindset of providing high-quality, security-first IT services

• Experience in using ITIL best practices to manage tasks and work

• MSP experience a plus

• Comfortable in learning new applications, being self-guided, working on a small nimble team, working directly with internal constituents and stakeholders

• Strong communicator in verbal and written communication

• Familiarity with team flagship systems, applications, and technologies

• Windows Server 2016 and newer

• Red Hat Enterprise Linux 7, 8, and 9

• VMware vSphere

• Microsoft Active Directory

• Microsoft Azure

• ServiceNow

• syslog-ng

• DNS

• Email: SMTP, postfix

• Elasticsearch

• Bluecat / Men&Mice Micetro

• Imprivata Xton Access Manager (XTAM)

• Duties will include

• Server maintenance, patching, and upgrades

• Application management and troubleshooting

• User and access management

• Vendor support collaboration

• CBTS teams collaboration and support

• Other duties as assigned

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Overall, while we’re looking for server and application administration skills, we want to find a strong performer who has a variety of experiences – and who is passionate about delivering IT services “the right way.” This is critical because the space in which this position operates is in our central customer management network that is high-security and compliant with various security frameworks like HIPAA and PCI. We do not expect any candidate to have a great familiarity with our entire specifical set of applications, but rather, we want to find an enthusiastic candidate who is broadly experienced, wants to learn new technologies, and who is practiced in working with a variety of internal customer personas.

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Supervisory Responsibilities

• Work closely with individual programmers, systems analysts, and systems administrators

• Assistance in joint development efforts