Job Description
Job Summary
The primary purpose of this role is to support IT Service Management (ITSM) process implementation and process improvement efforts for designated initiatives. This includes responsibility for executing and maintaining designated ITSM process and monitoring process performance and user compliance, and providing training.
This role is critical to ensuring that ITSM processes are implemented effectively at Lowe’s and provides input based on project experience and learnings to help improve processes and tools.
Qualifications
. Bachelor’s Degree in Computer Science, CIS, or related field (or equivalent work experience in a related field)
. 3 years of experience in IT
. Experience in implementing or supporting ITSM processes, within a designated process area
. Experience with ITSM tool set (e.g., Remedy Smart IT, Service Now, etc.)
. Experience in the configuration of ITSM tool(s) (e.g., Remedy, Service-Now)
. ITIL foundations certification
. Experience working within an IT Infrastructure Library (ITIL) framework
. Experience working closely with DevOps and/or Agile development teams
. Experience developing and delivering process training
. Technology Operations experience
. Experience working with third party IT vendors and/or software/hardware suppliers
. Experience writing technical documentation or standard operating procedures related to IT technical support or deployment
. Experience working in a large matrixed organization
. KCS Principals Certification
Configuration Management Database (CMDB)
. Experience with BMC or SN Asset Discovery (Configuration Mgmt Database related qualification)
. Experience with SQL Queries, REST APIs, and Pattern languages (Configuration Mgmt Database related qualification)
. Knowledge of data sets, relationships and reconciliation rules on CMDB side (including normalization and reconciliation rules) (Configuration Mgmt Database related qualification)
. Knowledge of Application Models using Collaborative Application Mapping (CAM), Start Anywhere Application Modelling (SAAM), The Pattern Language (TPL) or Java script (Configuration Mgmt Database related qualification)
. Experience with Discovery across multiple types of OS platforms, databases, storage devices and network devices (Configuration Mgmt Database related qualification)
Disaster Recovery (DR)
. Experience with tools specializing in Application Recovery (Disaster Recovery related qualification)
. Experience participating in Disaster Recovery exercises (Disaster Recovery related qualification)
. Experience leveraging external cloud facilities for recovery (Disaster Recovery related qualification)
Reporting
. 2 years of experience in report requirements development and tools (Reporting related qualification)
. Strong knowledge of various reporting tools required to support the business (e.g., SQL, Power BI, Business Analytics) (Reporting related qualification)
. General understanding of data warehouse or data mart architecture (Reporting related qualification)
. Expert level experience with MS Excel (Reporting related qualification)
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