- High School Diploma or GED
- Bachelor's Degree
- Application Development
- Enterprise Software
- Computer Networking
- Change Management
Under the direction of management, this position will apply strong engineering skills to design, development, implementation, integration and support to obtain objectives in the Systems Management department responsibilities: “ITOM Systems Monitoring and Alerting”, “CMS Configuration Management System”, “ITSM Service Management”, “Software Asset Management” and “Change Management”. Position will require the ability to resolve problems which require an intimate knowledge of varying system and network technologies. Will work independently and in conjunction with a team of specialists and engineers. Must exhibit a strong willingness to learn new technologies as they relate to this position.
1. System Engineer will assume responsibility for implementation, development, enhancement, integration and support for robust systems across the various disciplines of “Systems Monitoring and Alerting”, “ITSM”, “Configuration Management”, “Software Asset Management” and/or “Change Management”.
Change Management will enhance and support AFCU’s change management process in Service Now.
a. Will assume responsibility to assist in the enhancement of the SN change request forms and process.
b. Assumes responsibility for ITIL Change Management processes to be used.
c. Will assume responsibility to assist with the Change Advisory Board (CAB) and Emergency Change Advisory Board (ECAB).
d. Will assume responsibility that all change scheduling conflicts are reviewed and resolved.
e. Will assume responsibility in analyzing change proposals and approve or deny normal change requests.
f. Will assume responsibility to coordinate with various departments to create Standard Change Request forms.
2. System Engineer will assume responsibility to Identify and implement best-practice solutions
a. Be informed of current best-practice
b. Be informed of changes in established tools.
c. Implement best-practice solutions that will enhance AFCU use of tools.
d. Be informed of how tools you are responsible for integrate with and use other tools in our department.
e. Gain insights into various department team’s pain points, challenges and needs, and build strong customer and stakeholder relationships to achieve shared objectives. Maintain a customer-focused mindset.
3. System Engineer will assume responsibility to establish and maintain effective communication, coordination, and working relations with area staff.
a. Will assume responsibility to keep stakeholders, management and team members informed of significant problems and of progress attained in reaching established objectives.
b. Assist and support team members as needed.
c. Will assume responsibility to ensure documentation and knowledge articles templates are designed, developed.
d. Will assume responsibility to ensure policies and procedures are well defined, recognized and regularly reviewed.
e. Prepare reports of activities, records, and other required documents.
f. Attend and participate in meetings and committees as required.
High school diploma or equivalent is required
College education preferred.
A bachelor’s degree or higher in Computer Science or a related field preferred.
Solid understanding of ITIL.
Preferred ITIL v4 certification.
Advanced understanding of how Systems Management teams and tools work together and integrate: ITOM Systems Monitoring and Alerting, CMS Configuration Management System, ITSM Service Management, Software Asset Management and Change Management.
Advanced understanding of Service Now.
Advanced understanding of Linux and Windows operating systems.
Advanced understanding of Bash, Perl, or other scripting.
Advanced experience with scripting is preferred.
Advanced understanding of SNMP, RDP, WMI, and other network protocols.
Must possess excellent analysis and troubleshooting skills.
Application development or engineering experience, baseline support experience, demonstrated customer communication skills, and excellent interpersonal communications
Experience with Enterprise Systems Management tools
The ideal candidate will have 3-5 years’ experience with design, implementation and support of an ITIL Change Management process.
Preferred experience with managing Service Now Change module.
Preferred experience with Change Advisory Board (CAB) and Emergency Change Advisory Board (ECAB) process.
Ensures that all change scheduling conflicts are reviewed and resolved.
Preferred experience in analyzing change proposals.