CareFirst Careers

Lead Systems Engineer, Federal Employee Program

Resp & Qualifications

PRIMARY RESPONSIBILITIES:

Under the direct supervision of the IT Service Management Manager, the Associate’s responsibilities include, but are not limited to, the following:

Manages, configures and maintains software tools and data, primarily the Service Manager software within the Micro Focus IT Operations Management suite of software products (formerly Hewlett Packard Enterprise (HPE). Focuses on tailoring and customization of the Service Manager product, builds and maintains the Service Catalog, Service Request Portal and  related software such as Connect-It (CIT).  Familiar with both Process Designer and Classic tailoring methods, including dbdict, Process, ScriptLibrary, RuleSets, and Workflow records.

Creates and updates utilities using JavaScript. Creates documentation to support management and maintenance of ITSM software.

Coordination and resolution of problems, monitoring of the environment, assignments, and projects.

Implement policies, procedures, and technologies as required to support the ITSM system infrastructure.

Interact with customers both internal and external at all levels to provide high-level of professional customer care for all clients.

Exhibits poise and confidence when working with and communicating to our customers and vendors. Providing customer service & support to all customers internal & external.

Act as interface with all members of the IT infrastructure team keeping management and peers informed, disseminate information as needed. 

Provides leadership, training and mentoring of less experienced technical staff on the software and the associated processes and procedures.

Analyzes software data and usage. Communicates weekly with management verbally and via written detailed status reports regarding potential problems and concerns.

Assists in reviewing and analyzing business & system requirements and specifications for systems monitoring tool protocols and future usage. Creates and manages documentation, processes, procedures, and policy for usage and handling of the software tools.

Develops and maintains business and technical knowledge through Computer Based Training (CBT), classroom training, workshops, reading and research etc. Acquires and maintains a working knowledge of monitoring and service management tools. Expands knowledge of product benefits, corporate policies, division and department goals and procedures.

Coordinates business continuity practices for ITSM tools, when needed.

Participates in project work group meetings (status meetings, process improvement (P2CP), walk through, internal/external peer reviews, etc.)

QUALIFICATION REQUIREMENTS:

Required:

  • A minimum of  7 years strong IT experience and good working knowledge of a variety of technology platforms in a distributed environment including: Microsoft systems (e.g. Windows Server, Active Directory, Exchange, SharePoint), Linux/Unix, VMWare, SQL Server, database architectures, TCP/IP, VPNs, Mainframe, LAN/WAN technologies and architectures
  • ITIL Foundation Certification
  • A minimum of  5 years hands-on experience in ITSM software tool design, implementation, administration and support
  • Experience in Micro Focus/HPE Service Manager in 2 or more of the following modules: Incident Management Module, Problem Management Module, Request Management Module, Change Management Module, Service Catalogue OR Experience in similar service desk tools and modules by other vendors.
  • Experience installing, integrating, managing and maintaining software tools (e.g., HPE uCMDB, Discovery, Service Manager/Service Desk)
  • Experience writing shell, perl, WMI or VBS scripts
  • Experience developing and documenting processes, procedures, and policies for tool usage and integration
  • Author documentation on tool maintenance and training materials as well as support for requests for training on tool usage
  • Knowledge and experience with coding and configuring process support scripts and routines for change management, service requests, incident management, alerts, dashboards and ad-hoc reports
  • Strong understanding of service level management (SLAs, SLRs, etc)
  • Determine and document tool backup and recovery procedures
  • Experience with data management tools and databases (e.g., DB2, SQL, Sybase-familiarity desired)
  • Must be willing to work after-hours and overtime when necessary.

 

Skills:

  • Ability to work independently and effectively in small teams is necessary
  • Must be a team player, use professional judgment, and support organizational and departmental goals
  • Should be well organized and detail oriented as well as possess excellent written and oral communication skills
  • Ability to work with vendor provided technical support and escalate when necessary
  • Must be able to handle multiple tasks in a fast-paced environment.

 

Desired: 

  • Bachelor of Science in a technical discipline (e.g., Computer Science, Information Systems, Applied Science, etc)
  • Integration experience with Micro Focus/HPE uCMDB or other CMDB tools
  • Technical skills with installation, configuring, and management of Micro Focus/HPE Asset Manager
  • Systems Administration background and experience is an advantage
  • Design and architect tool structure experience
  • Protocol and SNMP experience
  • Experience tracking (metrics) tools and tool usage
  • Aptitude to quickly learn and master technical related areas as needed

Department

Department: IT Service Management

Equal Employment Opportunity

CareFirst BlueCross BlueShield is an Equal Opportunity (EEO) employer.  It is the policy of the Company to provide equal employment opportunities to all qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, protected veteran or disabled status, or genetic information.

Hire Range Disclaimer

Actual salary will be based on relevant job experience and work history.

Where To Apply

Please visit our website to apply: www.carefirst.com/careers

Closing Date

Please apply before: 6/8/2018

Federal Disc/Physical Demand

Note:  The incumbent is required to immediately disclose any debarment, exclusion, or other event that makes him/her ineligible to perform work directly or indirectly on Federal health care programs.

PHYSICAL DEMANDS:

The physical demands described here are representative of those that must be met by an Associate to perform the essential duties and responsibilities of the position successfully.  Requirements may be modified to accommodate individuals with disabilities.

The Associate is primarily seated while performing the duties of the position.  Occasional walking or standing is required.  The hands are regularly used to write, type, key and handle or feel small controls and objects.  The Associate must frequently speak and hear.  Weights of up to 25 pounds are occasionally lifted.

Sponsorship in US

Must be eligible to work in the U.S. without Sponsorship

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