Engineer (ITSM/CMDB)

작업 내용

Systems Planning and Analysis, Inc. (SPA) delivers high-impact, technical solutions to complex national security issues. With over 50 years of business expertise and consistent growth, we are known for continuous innovation for our government customers, in both the US and abroad. Our exceptionally talented team is highly collaborative in spirit and practice, producing Results that Matter. Come work with the best! We offer opportunity, unique challenges, and clear-sighted commitment to the mission. SPA Objective. Responsive. Trusted.SPA has an immediate need for a Engineer (ITSM/CMDB) to provide contracting services to NATO.In both Mission (Eva) and Static environments

• Analyse, develop and implement Service Management workflows based on BMC ITSM, Discovery and Atrium CMDB
• Analyse user requirements, provide recommendations for procedural or system solutions, create product and design specifications and prepare technical documentation
• Analysis, development and implementation of automated incident management, request fulfilment and change management workflow software
• Analysis, development and implementation of reporting infrastructure and data models based on Oracle database, SQL Server database and BMC Smart Reporting tool;
• Creating automated data collections and reports for ad-hoc requirements, in close coordination with customers;
• Prepare test data, design and execute tests as outlined by the list of deliverables and the user acceptance tests
• Analyse requirements to design and develop interfaces/integrations (user interfaces and application interfaces) to the BMC ITSM application and CMDB;
• Analyse, design, and develop request options (includes Service Request Definitions and DWP Catalogue/Service Broker) to support the Agency process and procedures and best leverage the self-service functionality.
• Provide subject matter expertise (SME) as required, including support to the CIS Planning of operations and exercises;
• Design and implement automation projects using the tools available and within the given timelines;
• Contribute efforts on risk analysis;
• Continuously optimize the tools, equipment and internal processes/procedures in accordance with the emerging situations;
• Proactively engage in the continual improvement of support of the assigned system(s);
• Configure and/or customise the BMC ITSM Suite in accordance with the agreed requirements;
• Document plans, processes and procedures for patching and upgrading of the BMC ITSM software.
• Document the procedures for maintaining the foundation, process set-up and transactional data of the BMC ITSM system including the CMDB data.
• Prepare Knowledge Articles to assist support staff and end-users in the use of BMC ITSM.
• Assist in the preparation of Training material for support staff and end users.
• Perform other duties as may be required

Required Qualifications

• University Degree in Computer Science, preferably a Master’s Degree, or a closely related engineering field, and at least 8 years IT-related experience
• At least 5 years of working experience in BMC ITSM SuiteAdministration;
• Experience in BMC AR System, BMC ITSM v9-21.x, DWP Catalog, Smart Reporting;
• Experience in BMC Atrium CMDB, BMC Atrium Orchestrator, BMC Atrium Core Technologies;
• Experience in BMC TrueSight, AI, TSO;
• At least 5 years of working experience in reporting infrastructure and dashboards management;
• Knowledge of IT Service Management through completion of formal certification in ITILv3 at the Foundation level or higher;
• DB experience with MSSQL or Oracle, including performance tuning;
• Experience in architecture design;
• Experience in BMC Dashboard/ Analytics and BMC Optimisation;
• Knowledge of OS Windows Server 2xxx, UNIX, Solaris, Linux and Cloud Services
• National of one of the 31 NATO countries
• In possession of an active National and/or NATO Secret security clearance