Service Management Tools Engineer II

CBTS serves enterprise and midmarket clients in all industries across the United States and Canada. CBTS combines deep technical expertise with a full suite of flexible technology solutions--including Application Modernization, Managed Hybrid Cloud, Cybersecurity, Unified Communications, and Infrastructure solutions. From developing and deploying modern applications and the secure, scalable platforms on which they run, to managing, monitoring, and optimizing their operations, CBTS delivers comprehensive technology solutions for its clients' transformative business initiatives. For more information, please visit www.cbts.com.

Job Purpose

This position is responsible for executing the Service Management Tools strategy at a technical level. This role reports directly to the Manager of Service Management Tools and is responsible for executing procedures for break/fix repair, change requests, and scheduled maintenance. Responsibilities include some development, implementation, and maintenance of strategic monitoring and service management/ticketing tools for CBTS. Key customers for this position include CBTS Managed Services, strategic individual customer programs, CBT, and strategic CTO-led initiatives.

Essential Functions

• Executes the technical direction and focus for service management tools implementation, operation, and maintenance; has an understanding of the vision and translates that into the appropriate technical execution
• Manages systems and/or tools applications while supporting development roadmaps and project tasks
• Actively works with business unit management and decision-makers to execute towards the project backlog, collaborating on establishing business-driven priorities for fixes and enhancements
• Accountable for all system and applications best practices and methodologies including scope and expectations management, requirements management, iterative release management, and testing, quality, and code control
• Accountable for execution of effective systems management and underlying infrastructure of service management platforms; directs efforts to ensure CBTS systems maintain high reliability, acceptable performance, and adequate capacity
• Provides valuable insight and promotes a positive team atmosphere
• Interacts with key vendors and partners as needed to improve the breadth and depth of the service management tools functionality and relevance; additionally, collaborates with providers when appropriate for joint development efforts
• May participate in a pre-sales capacity for strategic customer opportunities
• Provide systems and applications support metrics and respond proactively to trends and performance needs
• Builds and maintains strong working relationships with all levels of CBTS and customer personnel
• Maintains an understanding of CBTS Managed Services Tools service offerings and technical capabilities
• Provides input into the development of monitoring and service management processes by which CBTS will manage and grow its ability to serve customers
• Makes disciplined use of tracking and reporting vehicles to capture project activities and progress and provides details to clients and CBTS management as needed

Education

• Four years of College resulting in a Bachelor's Degree or equivalent
• Continuing applied technical education in multiple disciplines

Experience

• It’s 100% focused on working in CBTS’ instances of ServiceNow
• Application administration role
• Duties will include
• • platform maintenance and upgrades
  • sub-instances management and data coordination with production instance
  • user and access management
  • foundational data management and structure administration (customer accounts, entitlements, and other in-platform data and external data integration feeds)
  • business rule, notification, and bulk data management
  • vendor support collaboration
  • CBTS teams collaboration and support. 
  • other general ServiceNow non-development duties as assigned.

Supervisory Responsibilities

• Work closely with individual programmers, systems analysts, and systems administrators
• Assistance in joint development efforts