System Center Service Manager

TekWissen is a global management consulting, technological service and outsourcing company delivering technology-driven business solutions to meet the strategically driven objectives for our numerous clients.

Role:           System Center Service Manager
Location:    Spring,TX
Duration:    Long-term
Type:           Contract

Pay rate:      Can Be Discussed (DOE)

                 Under general supervision, participates in the analysis, design, testing, implementation and support of Microsoft System Center Service Manager 2012 R2. Partners with the business community in defining systems scope and objectives through research and fact-finding. Performs analysis of business and user needs, documents requirements, and assists development teams in implementing complex systems solutions. Competent to work in all phases of systems analysis and considers the business implications of the technology to the current business environment. Possesses a thorough understanding of Microsoft System Center Service Manager 2012 R2 with a reasonable understanding of current Microsoft SharePoint platforms.  Reports directly to team lead or manager.

Responsibilities
•    Functions as a liaison to multiple business units. Serves as point of contact for issue reporting, tracking, resolution and validation.
•    Aid in leading the analysis, design, testing, implementation, and support activities for Service Manager solutions
•    Use Service Manager experience/knowledge to offer up best practices/solutions to identified business needs/issues
•    Prepare documentation (requirements, recommendations, technical analysis)
•    Prepare Mockups/Prototypes based on Requirements/Recommendations – use knowledge of Service Manager features/tools to offer up “solutions” to the identified requirements
•    Troubleshoot any application side issues; document findings/solutions/fix, work with technical administrators to implement solution/fix
•    Work with business units to develop and/or maintain their reporting needs
•    Provide training for key stakeholders on current and future functionality
•    Champions development guidelines and standards
•    Develops and executes unit test plans and assists in the development and execution of system test plans
•    Strong understanding of Software Development Lifecycle (SDLC)

Qualifications 
•    6+ years of Administration/Analyst experience with at least 2 years focused in Service Manager related processes
•    Strong analytical and complex problem solving skills.
•    Working with all levels within an organization including senior executives, directors, managers, corporate and technical staff
•    Strong customer service skills and focus
•    Strong written and verbal communication skills
•    Strong organization and interpersonal skills
•    Enjoys working as a member of a team, fosters a team environment, is an active and positive participant in forming a team oriented culture.
•    Able to work independently balancing shifting workloads and priorities.
•    Demonstrates an aptitude for continuous learning and personal development (intellectually curious).
•    Time management, prioritization and organization with the ability to prioritize activities and lead multiple tasks at once
•    Experience implementing enterprise-wide solutions
•    Proven ability to train and communicate SCSM features and functions to non-technical audiences
•    Demonstrable experience administering SCSM
•    Experience creating reports with Microsoft SSRS and the Service Manager Data warehouse
 
Technical Understanding:
•    General to advanced knowledge of the following System Center Service Manager concepts:
o    Reporting/data warehouse
o    Request offerings and templates
o    User security roles
o    Notification subscriptions and templates
•    Experience with System Center Orchestrator a plus
•    Exposure to Provance Asset Management/Data Management a plus
•    Experience with other applications in the System Center suite a plus
•    Experience with Powershell a plus
•    Experience with Service Manager Authoring a plus
•    Experience with SharePoint 2007 to SharePoint 2013 a plus