Summary

Description Summary of This Role

Responsible for the activities related to administration, development, installation, and maintenance of applications, infrastructure and integrations for the Endpoint Management and other areas as assigned, as well as for maintaining the area’s technological level up to date and implementing new procedures and techniques. Responsible for collaborative project management, requirements for enhancements, reliability, security, and compliance with company standards, policies, processes and procedures. Experience in managing and maintaining the BigFix application with the ability to branch out into other applications within the team scope. Hold and maintain a proficiency in ITOM technologies and industry best practices.

This position reports to the Manager, Endpoint Management Technology in the Global Technology Services (GTS) Enterprise Logging and Monitoring.

What Part Will You Play?

• Maintain application stability and growth for Endpoint Management
• regular system health monitoring and action plans,
• responsible for activity and progress reports regarding applications systems analysis and programming sections,
• Reviews application and system logs to identify exception errors and performance bottlenecks. Determine the necessary course of action and takes appropriate corrective actions as directed, to include engaging appropriate support groups to apply corrective actions.
• Administer, design and implementation of the BigFix application from HCL (formerly IBM Endpoint Management)
• This includes fixlet creation, patch deployment, software deployment, reporting, application health and the overall application support.
• Evaluates user needs and system functionality in order to ensure that customer-facing production and internal business systems meet the needs of individuals and projects
• Devises or modifies procedures to solve complex problems considering computer equipment capacity and limitations, operating time, and form of desired results
• Collaborates with team members and vendors on the testing and application of patches and/or upgrades
• Outage resolution and performance triage across all tools
• Troubleshoot and resolve technical problems in a timely and accurate manner to improve application performance, availability and functionality
• Developing standards for and/or adhere to existing standards, policies, processes, procedures, governance, compliance and security standards
• Assists with creating and maintaining documentation for the application, changes and upgrades, and maintains compliance based on changes within the industry and/or best practices. Reviews industry documentation and publications to begin to identify potential impacts or enhancements and provides feedback to more senior team members and/or management
• Works collaboratively in a team environment with a spirit of cooperation. Maintain good working relationships with vendors, partners and suppliers
• Carries an automatic notification device and is available for after-hours on-call. support
• Maintains regular and predictable attendance at the worksite
• Ability to travel, including worldwide locations
  
  

Minimum Qualifications

• Bachelor’s degree in Computer Science, MIS or similar field, and/or equivalent work experience
• 2+ years experience with BigFix product from HCL (formerly IBM Endpoint Management)
• 4+ years experience in application administration and development or production support
• Experience with fixlet creation, patch deployment, software deployment, reporting, application health and the overall application support
• Able to work both independently as well as collaboratively achieving results within established timeframes with minimal supervision
• Strong understanding of server, workstation and network infrastructure and communication
• Ability to manage and prioritize multiple assignments supporting business as usual, user request as well as special projects
• Able to effectively communicate and display a professional, mature attitude in dealing with internal customers, management and personnel across the organization
• Ability to identify and analyze problems quickly, recommend and implement flexible creative permanent solutions
• Excellent attention to detail on multiple simultaneous tasks
• Strong communication (written & verbal) skills required, excellent verbal presentation skills
• General level knowledge of Windows and Linux operating systems and technologies, plus container foundations (ie Kubernetes)
• Solid understanding of technologies that support the services offered
• Willing to learn and apply new technologies and methodologies to improve the technology that supports the services, i.e. API scripting and Structured Query Language
• Ability to travel, including worldwide locations
  
  

Preferred Qualifications

• Certification in ITSM/ITIL frameworks
• Familiarity with process optimization methodologies (LEAN, Six Sigma) and project management (Agile, waterfall)
• MicroFocus Service Manager, IBM Control Desk, Service NOW
  
  

What Are Our Desired Skills and Capabilities?

• Skills / Knowledge - Developing professional expertise, applies company policies and procedures to resolve a variety of issues.
• Job Complexity - Works on problems of moderate scope where analysis of situations or data requires a review of a variety of factors. Exercises judgment within defined procedures and practices to determine appropriate action. Builds productive internal/external working relationships.
• Supervision - Normally receives general instructions on routine work, detailed instructions on new projects or assignments.