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Engineer III : Problem and Configuration (Hybrid Work Schedule)
Location:
Rancho Cucamonga, CA
Description:
Job Requisition ID: 7756 Position Summary/Position The Engineer III : Problem and Configuration will be reporting to the Manager, IT Service Management and will be responsible to manage IEHP's IT Problem and configuration management process/activities (ITAM/CMDB). Responsible for implementing and managing Problem management process day to day activities, responsible for the IT Asset management, Software licensing and CMDB setup on the ITSM platform. The position will lead problem review boards, Root Cause Analysis (RCA) and provide team oversight and guidance to ensure process adherence with IEHP's approved change process, methods, procedures, and standard. Implement configuration management discipline for the entire life cycle of systems and software from initial requirements/capabilities baselines to system end:of:life including documenting in the Asset management tool. Major Functions (Duties and Responsibilities) 1. Implement hardware and software version control processes, policies and procedures.2. Document hardware and software configuration management processes and procedures.3. Manage, maintain, and develop the configuration management environment for hardware and software license management.4. Ensures license liability is limited by harvesting unused license back to inventory.5. Perform audits to validate that CIs exist and validate the correct data attributes are detailed in the CMDB.6. Track hardware maintenance plans and warranty data in the CMDB.7. Provide the control and maintenance of legal ownership/support documentation (software contracts, invoices, EULAs and support/maintenance agreements) in the Configuration Management System.8. Lead the Problem management activities within a structured process framework, ensuring all problems are properly documented, managed, and communicated.9. Perform as technical evaluator for support plans and Knowledge Articles for known issues. Reviews and makes recommendations of improvements to knowledge management documentation.10. Contribute analysis and documentation to Known Error Database.11. Perform as single point of contact for one or more problems. Responsible for problem coordination.12. Create and update the Problem Record, schedules, and facilitates Problem Management meetings.13. Ensure that appropriate root cause is recorded, identifies any Known Errors and coordinates actions to fix the errors.14. Track corrective actions to closure.15. Identify trends and potential Problem sources.16. Follow up on issues and progress with Problem Owners where necessary. Works with all internal technical teams, Service Managers, and external stakeholders.17. Produce Problem Management reports and management information.18. Produce RCA notification.19. Proactively identifies training opportunities to execute on the organization's overall goals.20. Meet or exceeds all Goals and Objectives and Service Level Targets.21. Work on:call hours that would include 24/7 coverage per the SOPs. Supervisory Responsibilities Leading: Guides Others Experience Qualifications Eight (8) years of experience in Problem management and Configuration Management. Demonstrated experience using ServiceNow ITSM (Problem, Asset, CMDB) products. A solid understanding of ITSM with practical experience designing, implementing, and supporting ITIL improvements. Education Qualifications Bachelor's degree in Computer Science, Information Management or similar technical field from an accredited institution required. Professional Certification ITIL v3 foundation or higher preferred. Drivers License Required Yes, must have a valid California Drivers License. Knowledge Requirement Knowledge of:: ITIL Knowledge (Foundation s V3 or V4) Major ITSM processes including Change Management, Configuration Management, Knowledge Management, Incident management: Current business practices and computing sy
Posted:
May 1 on Tip Top Job
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More About this Listing: Engineer III : Problem and Configuration (Hybrid Work Schedule)
Engineer III : Problem and Configuration (Hybrid Work Schedule) is a Engineering Engineer Job located in Rancho Cucamonga CA. Find other listings like Engineer III : Problem and Configuration (Hybrid Work Schedule) by searching Oodle for Engineering Engineer Jobs.
Engineer III : Problem and Configuration (Hybrid Work Schedule) is a Engineering Engineer Job located in Rancho Cucamonga CA. Find other listings like Engineer III : Problem and Configuration (Hybrid Work Schedule) by searching Oodle for Engineering Engineer Jobs.