IT Service Management (HEAT)
SA Technologies · Boston, MA, us ·
- Experience
- 3+ years
- Company size
- 1000+
SA Technologies · Boston, MA, us ·
• Customization, configuration, and administration of HEAT (FrontRange) application - HEAT v7
• HEAT CMDB configuration and integration with other products
• Work with customers and business owners to establish functional requirements
• Design and develop complex workflows and automation
• Participate in assessment of a new IT Service Management tool. Analyze proprietary and SaaS-based Enterprise IT Service Management (ITSM) platforms such as ServiceNow, BMC Remedy, and FrontRange
• Participate in a life cycle implementation for the new IT Service Management tool (scoping/planning, requirements gathering, design, development, testing, launch and support)
• Provide training to the tool users
• Develop IT Governance KPI reports
• 3+ years IT Service Management system experience, preferably with FrontRange/Heat Software
• Deep knowledge and experience with implementing ITIL Core processes in HEAT (ITSM) environment, specifically Incident, Request Fulfillment, Change, and Problem Management processes
• Knowledge of two or more front-end technologies: HTML, JSTL, DHTML, JavaScript and CSS, XML, XSL, XSLT
• Knowledge of T-SQL, MySQL, SSIS
• Experience participating in business/system integration efforts
• Expertise with implementing ITIL processes and leveraging best practices
• ITIL Certification (preferred)
• Ability to work effectively in a team-oriented, collaborative environment and on your own
• Strong interpersonal, oral and written communication skills
• Proven problem-solving abilities and strong attention to detail and quality of work
• Enthusiasm for customer service and IT support as well as learning new software technologies
All your information will be kept confidential according to EEO guidelines.