Analyst/Developer must agilely pull data from Remedy ITSM (current version) and other SQL databases in response to business information needs, and develop/generate tailored reports via SQL queries.
Possess understanding of Service Level Agreement (SLA) components and metrics for assessing same. Develop an updated Quarterly Enterprise System Management Architecture Design Document describing service level offerings and planned enhancements.
Develop and test applications to support the network enterprise, including creation of data models, databases, survey/add/update of reuse library, development of interfaces, application control logic, forms (screens), objects, reports, queries and menus. Also prepare, update and distribute on-line help facilities, technical manuals, SOPs, and maintain automation documentation.
Provide advice on automating functions, integrating requirements with existing capabilities, communication requirements, control and administration of systems, types of information management systems, operating systems, equipment; infrastructure compatibility.
5+ years of related experience, a BS/AS degree may substitute in lieu of additional years of experience.
Thorough understanding of current network enterprise Asset and Service Management software, including Remedy ITSM (current version).
Experience with Microsoft Structure Query Language (SQL) Server and Transact-SQL
(T-SQL) procedural language; Microsoft Visual Studio, PowerShell, Visual Studio, .Net, and object oriented programming languages (current versions).
Project a positive image and professional manner at all times whether on the telephone or troubleshooting customer issues on-site; l; ability to work within the confines of a set time schedule.
Knowledge and experience communicating system analysis concepts to technical and non-technical personnel; ability to develop technical documents and produce system design documentation.
IAT II certification required (Security+CE, SCCP or equivalent)
Remedy ITSM and ITIL V3 certifications within 180 days of hire.