Sr ITSM Engineer, II

DescriptionBring your IT career and talents to CDW, where you can have a greater impact, be inspired by our mission and excited about your career and future.A Fortune 200 leader, we’re the driven professionals and technology experts companies turn to most to solve their IT challenges.Our IT Service Management (ITSM) team composed of highly skilled Incident, Problem, Change and Event Management professionals. We are seeking a dynamic and motivated individual to join our team. As a Senior ITSM Engineer, you will be responsible for managing and improving the delivery of CDW’s internal IT Service Management services, help identify and address potential systems issues, and ensure our systems are set-up to properly alerts our technical teams. You will work closely with our technical teams to ensure that our systems are monitoring and alerting efficiently and effectively.You will be responsible for managing the process to define the end-to-end lifecycle of incidents, events, problems, and changes within the organization to ensure effective resolution and prevention of future occurrences. The ideal candidate will have a strong background in IT service management, incident / problem / change event management, with the ability to lead and coordinate cross-functional teams to drive continuous improvement within the organization.What you will do:This is a strategic and hands-on position where you will work closely with cross-functional teams to develop and optimize Service Management Processes (Incident/Problem/Change/Event management), drive continuous improvement, and enhance our proactive capabilities.Monitor system management consoles and respond to alerts.Facilitate Major Incident conference calls independently performing multiple roles including, Situation Leader, Scribe and Communications to executive Leadership.Lead and coordinate the end-to-end incident management process, from detection and diagnosis to resolution and post-incident analysis including RCAs to ensure correct monitoring and automated alerting is in place to prevent any repetition.Help increase problem tracking and root cause analysis and availability of products across Technology.Proactively detect and prevent future problems/incidents and initiate the Problem Management process to allow quicker diagnosis and resolution.Conduct weekly Change Advisory Board calls, etc. and tooling automation (requirements, testing, adoption) to support Change Management Operations.Develop trend analysis and prepare service improvement plans to address identified gaps.Implement and enforce OLAs/SLAs to ensure effective governance of change requests through the Change Management lifecycle.Define and inspect metrics, KPI, and trend reports for use in the problem management process.Build strong relationships with key stakeholders, including senior management, department heads, and external partners, to ensure their support and engagement in incident management initiatives.Foster a culture of continuous improvement, staying abreast of industry trends, emerging technologies, and best practices to enhance incident management capabilities.Create dashboards and reports to provide insights into operational performance and health.Build automation to optimize processes and workflows within our on-call systems and monitoring platforms.Complete any assigned project work or tasks, with a view to improving existing processes, capabilities and seek out automation opportunities.Collaborate with engineering teams to ensure that incident learnings are integrated into the software development lifecycle to improve overall system resilience.Ability to support on-call rotation and off-hours support as required.What we expect of you:Bachelor’s Degree in IT, Business Management or a related discipline preferred and 7 years of direct experience in Change, Incident and Problem management methodologies and processes.Or,11 Years of Information Technology to included, 7 years of direct experience in Change, Incident and Problem management methodologies and processes.3 years of technical experience: systems engineering, SRE, DevOps, software engineering4 years of direct experience with ITSM tools (ServiceNow, a plus)Excellent written and verbal communication skills with the ability to communicate effectively with all stakeholders including senior leadership.Strong ability to understand, accurately translate and produce technical information for a general and business audience.Strong experience with change, incident, and problem management principles, methodologies, and tools.Experience using configuration and change tools to include such as ServiceNow Change and CMDB and or related tools.Experience with project delivery methodologies (Agile, Scrum).Hands on experience with monitoring and performance monitoring tools: DataDog, Dynatrace, Splunk, etc.ITIL v3 Foundation Certification, a plus.Certification in Project Management, a plus.Experience implementing continuous process improvements within a configuration, change, release, or asset management program, a plus.Cloud certifications (Azure, AWS, GCP), a plus.Direct experience scripting in two of the following languages: Python, PowerShell, Bash, a plusProficient at technical and business writing, a plus.Who we are:CDW is a leading technology solutions provider to business, government, education and healthcare organizations across the globe.Our fingerprints can be found on technology inworkplacesof more than 250,000companies;from fresh-faced start-ups to international conglomerates. With the breadth of products and services we offer, there is no request too big or too small.What you can expect from us: Culture, coworkers, careers.CDW is not only the People Who Get IT but the People who get People. Our relationships are fueled by our deep expertise and grounded in the CDW Way. Our empowering leadership makes things happen and inspires their teams to do the same. From the teammates beside us to the leaders who guide us, we move forward together. At CDW, you’ll work with people who inspire you. People with positive, success-driven attitudes who you will learn from and forge strong relationships with. Bring your best true self—and your best ideas—to CDW. Because diverse perspectives bring forth better problem solving—and better solutions for our customers on a rapidly evolving technology landscape.Equal Opportunity Employer, including disability and protected veteran statusBenefits overview: https://cdw.benefit-info.com/