Job description
The Ideal Candidate
The Systems Development Engineer is responsible for technical leadership within infrastructure services responsible for the development of software components. In addition, the Systems Development Engineering role includes specifying, building, maintaining and supporting specific technical infrastructure. That infrastructure can include the build, test and production environments used to deliver both Infrastructure and Software as a Service, and the systems used to monitor the performance of deployed software solutions. The Systems Development Engineer may also be called on to perform high-level root cause analysis for service interruptions, and help bring services back online once a problem is resolved.
Additional responsibilities include, leading projects, consulting, documentation, mentoring other team members, and providing support by assisting in resolving hardware and software problems in a timely and accurate fashion, in addition to delivering end user training where required.
How You Will Make an Impact
Experience and Skills You'll Need to Have
#LI-LM1
The Systems Development Engineer is responsible for technical leadership within infrastructure services responsible for the development of software components. In addition, the Systems Development Engineering role includes specifying, building, maintaining and supporting specific technical infrastructure. That infrastructure can include the build, test and production environments used to deliver both Infrastructure and Software as a Service, and the systems used to monitor the performance of deployed software solutions. The Systems Development Engineer may also be called on to perform high-level root cause analysis for service interruptions, and help bring services back online once a problem is resolved.
Additional responsibilities include, leading projects, consulting, documentation, mentoring other team members, and providing support by assisting in resolving hardware and software problems in a timely and accurate fashion, in addition to delivering end user training where required.
How You Will Make an Impact
- Works with both internal and external customers to understand business requirements and needs.
- Designs maintainable solutions to meet business and compliance requirements through creation and application of best practices to ensure consistency, maintainability and compliance.
- Research, design, build, analyze, test, and deploy automation scripts
- Administer, run, and monitor automated scripts and jobs
- Utilize scripting tools to build, test, and run automation processes (Python, PowerShell, Perl, Ruby, JavaScript, Etc.)
- Research, analyze, diagnose technical issues
- Utilize critical thinking to solve problems
- Build, configure and customize Cherwell IT Service Management workflows
- Build service request workflows based on customer requirements
- Utilize API's to establish ITSM integration points and process automation
- Import, manipulate, and maintain data processes between Cherwell and systems
- Monitor health, usage and reporting of Cherwell system and workflows
- Oversee and administer Cherwell ITSM system administration
- Proactive monitor, test, and apply appropriate system software updates
- Create team Cherwell dashboards based individual team needs
- Create Cherwell report analytics based upon customer requirements
- Document and facilitate Cherwell customer portal training process
- Document and facilitate Cherwell technical support training process
- Continuous technical Cherwell training to drive appropriate ITSM process improvement and knowledge transfer.
- Configure end-point system installations within Windows environment
- Perform system testing and maintenance of system images, imaging solutions and other related systems
- Routinely test high level of root cause analysis for Apple systems to limit service interruptions and establish preventative measures.
- Maintain Apple Enterprise system which includes Apple Business Manager
- Testing of Beta software for Mac products that include apple machines and devices
- Proactively monitor, report, and effectively communicate Apple roadmaps and upcoming critical changes regarding hardware/software compatibility restrictions
- Develop, build, configure, and administer Endpoint Management and Mobile Device Management (MDM) systems supporting remote device management. (Airwatch, Jamf, BigFix, etc.)
- Demonstrated self-direction and attention to detail
- Ability to work independently and as part of a team
- Participates in 24x7 on call rotations.
- Maintains and manages technical relationships with vendors.
- Provide technical and project leadership across a diverse team
- Provide capacity planning, best practices and performance monitoring to sustain and improve platform availability and efficiency.
- Coordinate service/support needs with Vendors, Technical Support Engineers, Application Support Engineers, and the Infrastructure Team through effective partnership, collaboration and communication.
- Provide 3rd level support for tools including Cherwell, Scripting/Configuration Management, Jamf, Airwatch, etc.
- Part of a team that supports Active Directory, Microsoft O365, Backups (Commvault), VMWare ESXi, Citrix, FTP, Monitoring (Solarwinds/Splunk), Endpoint Management, Windows Server, etc.
Experience and Skills You'll Need to Have
- BS or MS in Computer Science or equivalent knowledge and experience in a related field
- Minimum of (3) three years of experience working in an enterprise IT environment
- Retail Experience is preferred.
- Experience with System Development Lifecycle (SDLC) methodology.
- Solid understanding of the Information Technology Infrastructure Library (ITIL) principles, practices and processes in providing and managing the delivery of a large scale, enterprise-wide service. This includes incident management, problem management, change management, configuration management, and availability/continuity management.
- Proven analytical, organization, and project management skills
- Strong oral and written communication abilities
- Ability to work successfully with others in large and small teams.
- Ability to motivate and inspire others to perform at a high level, taking appropriate risks, and accepting personal accountability for actions and decisions.
#LI-LM1
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