The BSM Engineer is accountable for the design and development of BSM tools in support of the Sears Holdings Information & Technology Group (I&TG) BSM strategy.
Design, engineer, install, configure, integrate, and test complex architectures and component configurations and other product integrations relating to IT Service Management tools and/or solutions.
Develop and administer BSM tool applications and implementation of new functionality including forms, workflow, alerts, filters, escalations, menus, and other related components.
Create detailed design documents and functional specifications for new applications and services and for enhancements to existing BSM applications and/or components.
Coordinate with functional and technical groups to translate business requirements into technical design documents.
Lead the evaluation and selection of tools as required with administrative direction and assistance from management, including setting up product demos, and objectively evaluating tools, coordinating the collection of feedback from other evaluators, summarizing the input, making cost conscious tool recommendations.
Lead the deployment of new tools or new features on the existing tools as required in the group. This may include setting up training classes, working with the vendor, coordinating product upgrades and fixes, and assisting or performing the installation and testing of upgrades working with the systems and applications teams, or hands-on development work within a given tool.
Perform mentoring and training tasks for peers and customers as required; transfer project knowledge to other team members and customers as required.
Analyzes tool performance, modify parameters to improve throughput and effectively utilize resources.
Identify and gather metrics for reporting on key performance and quality indicators in relation to service tool performance, particularly in terms of in-depth trend and capacity analysis.
Proactively puts procedures in place to prevent and reduce the severity of tool availability outages.
Ensure service tools are reliable and available in supporting daily IT service and operation.
Provide accurate estimation and planning work activities within the domain to the project managers for developing an end to end plan under the direction of the manager.
Coordinates activities with vendors as needed.
Develop close working relationship with tool vendors, develop clear understanding of their development roadmaps and features, communicate usage needs, and provide requirements for new features or improvements.
Lead the investigation of tool application problems by gathering factual information and drive support or improvement efforts.
Maintain up-to-date knowledge by demonstrating strong motivation in continuous learning of latest BSM tool applications and make recommendation on adoptions or improvements.
Develop thorough knowledge in understanding the functional and hierarchical dependencies that affect mission-critical and production environments.
B.S. degree in Engineering or similar discipline. Minimum five (5) plus years proven track record in a large global IT service support environment with specific emphasis on Business Service Management tool maintenance and development; experience translating requirements into design specifications; good understanding of the BSM industry with an understanding of the capabilities of the Big Four as well as open source alternatives; recent hands-on experience implementing and customizing one or more BSM tools; experience implementing /managing at least one Incident/Problem/Change Ticketing system
Possess expert knowledge in at least two of the following domains (network monitoring, system monitoring, event management, ticketing system, run book automation, etc.)
Strong meeting facilitation skills in soliciting and refining requirements from tool users
Good understanding of ITIL processes and the interactions between processes
Proven customer support experience (at least 4 years) in a large global IT service support environment with a particular emphasis on the use of service tool management processes and related disciplines
An understanding of Service Level Agreements and their application
Strong background in global outsourced environments
Ability to learn in-depth knowledge of a wide variety of hardware and software system, and business unit mission-critical functionalities and dependencies.
Highly developed analytical skills with the proven ability to perform in a fast-paced environment and under time constraints while keeping attention to details
Excellent communication skills (both oral and written)
Excellent analytical and fault finding skills
Strong interpersonal and relationship building skills
Ability to handle high pressure situations in a productive and professional way
Ability to stimulate creative thinking when approaching new situations
Superior understanding of prioritizing business objectives
Ability to construct an approach/plan for the execution of priorities
Ability to prioritize multiple work streams
Ability to work effectively with all roles within and external to I&TG
ITIL Foundations Certification
Experience implementing open source BSM solutions
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