Performance Service Operation Specialist
Compuware - Detroit, MI

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Compuware Corporation, the technology performance company, makes technology make a difference by providing software, experts and best practices to ensure technology works well and delivers value. Compuware solutions make the world's most important technologies perform at their best for leading organizations worldwide, including 46 of the top 50 Fortune 500 companies and 12 of the top 20 most visited U.S. web sites.

Position Description & Responsibilities

: The Performance Service Specialist will be accountable for process implementation and improvement efforts to integrate those processes with the organizations performance management tools.

The selected individual will be responsible for:
  • Developing and supporting the definition of ITSM metrics, related business KPIs, and IT’s costs for services.
  • Providing technical and operational guidance to ensure that installed performance monitoring systems are integrated into the organizations processes and procedures and ensure that monitoring solutions will meet the organization’s future needs.
  • Facilitating management review, support, and automated reports for Capacity, Availability, Performance, and Service Level Management.
  • Reviewing team, group and/or service deliverables to ensure quality (design walk-through, test results, etc.) and adherence to the processes, standards and regulatory requirements.

: 5+ years of enterprise IT experience. ITIL v3 Foundation Certification preferred. Experience in functional domains of application development, data analytics, and IT operations. Experience in Web, Distributed Computing and Mainframe technology. Experience in IT consulting. A deep understanding of IT Service Management (ITSM) and the ITIL business process, best practices, and methodologies. Ability to analyze, define or update processes, and drive technology initiatives and projects. Familiarity with service management tools such as BMC Remedy, Service-Now, HPSM, or CA’s suite. Proven ability to understand strategic business objectives and the ability to align processes to support those objectives.

EOE - M - F - V - D

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Compuware Corporation, the technology performance company, provides software, experts and best practices to ensure technology works well and...