IT Service Management (HEAT)

• 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.