Jobs at Blue Pearl Consulting Services

Job Description

• The ITSM Platform Manager - L3 is responsible for overseeing the technical aspects of the ServiceNow platform, ensuring its configuration, customization, and optimization align with organizational requirements.
• As a Senior ServiceNow Technical Consultant, this role will guide the design and implementation of complex solutions within ServiceNow, providing technical leadership and expertise to drive platform excellence.

Key Responsibilities
ServiceNow Platform Management:

• Oversee the administration, configuration, and maintenance of the ServiceNow platform to meet business requirements.
• Develop and manage the roadmap for ServiceNow upgrades, enhancements, and new module implementations.
• Ensure the platform’s stability, reliability, and scalability, managing performance tuning, capacity planning, and monitoring.

Technical Consulting and Solution Design:

• Serve as a Senior Technical Consultant, providing expertise on complex ServiceNow implementations, including custom workflows, integrations, and system configurations.
• Lead the design of advanced solutions within the ServiceNow platform, including Incident, Change, Problem, Asset, and Configuration Management.
• Collaborate with stakeholders to understand business needs and translate them into technical requirements and solutions.

Platform Optimization and Process Improvement:

• Continuously evaluate and enhance platform performance, focusing on system efficiency, process automation, and user experience.
• Identify and implement ServiceNow best practices to optimize workflows and ensure alignment with ITIL standards.
• Conduct regular audits to assess platform health and performance, recommending enhancements as needed.

Stakeholder Engagement and Collaboration:

• Work closely with business leaders, IT teams, and external vendors to ensure effective use of the ServiceNow platform across the organization.
• Provide technical guidance to stakeholders on ServiceNow capabilities and advise on solutions that drive business value.
• Facilitate training sessions, workshops, and demonstrations to educate users on ServiceNow features and functionalities.

Documentation and Compliance:

• Develop and maintain comprehensive documentation on ServiceNow configurations, customizations, and best practices.
• Ensure the platform complies with security policies, industry standards, and regulatory requirements.
• Participate in governance processes for managing platform changes and updates.

Qualifications

• Education: Bachelor’s degree in Computer Science, Information Technology, or a related field (preferred).
• Experience: Minimum of 5-7 years of experience in ServiceNow platform management, with at least 2-3 years in a senior or L3 technical role.
• Certifications: ServiceNow Certified System Administrator required; ServiceNow Certified Application Developer or Certified Implementation Specialist is highly desirable. ITIL certification is a plus.

Skills and Competencies:
Technical Skills:

• Strong proficiency in ServiceNow administration, development, and customization.
• Expertise in JavaScript, Glide API, and other scripting languages used within ServiceNow.
• Familiarity with ServiceNow modules such as ITSM, ITOM, and ITBM.
• Experience in designing and implementing ServiceNow integrations with external systems using REST/SOAP APIs.

Soft Skills:

• Strong analytical and problem-solving skills with attention to detail.
• Excellent communication and interpersonal skills for collaborating with technical and non-technical stakeholders.
• Ability to lead projects independently, manage priorities, and work in a fast-paced environment.
• Commitment to continuous learning and staying up-to-date with ServiceNow advancements and industry trends.

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Job Description

• The ITSM Process Manager - L3 is responsible for overseeing IT Service Management (ITSM) processes, with a focus on ServiceNow implementation and optimization within the organization.
• This role requires a deep understanding of ITIL practices and a strong capability to design, implement, and improve ITSM processes.
• The Process Manager acts as a domain consultant, ensuring that IT services align with business needs and are delivered efficiently and effectively.

Key Responsibilities
ServiceNow Implementation and Management:

• Act as the primary consultant for ServiceNow, managing its configuration, customization, and optimization to meet organizational needs.
• Oversee the implementation of ServiceNow modules, ensuring alignment with ITSM best practices and business requirements.
• Work closely with ServiceNow developers to implement new features and functions, ensuring they meet user and business requirements.

Process Design and Improvement:

• Develop, design, and implement ITSM processes, including Incident Management, Problem Management, Change Management, and Service Request Management.
• Continuously assess and refine ITSM processes to improve efficiency, reduce response times, and enhance user satisfaction.
• Establish performance metrics and monitor process effectiveness, adjusting as needed for continuous improvement.

Stakeholder Management:

• Collaborate with business stakeholders, IT teams, and service owners to align ITSM processes with organizational goals and objectives.
• Facilitate regular meetings with stakeholders to review ServiceNow functionality, gather feedback, and implement improvements.
• Act as a point of contact for escalations and complex issues related to ITSM processes.

Documentation and Training:

• Maintain detailed documentation of ITSM processes, workflows, and ServiceNow configurations.
• Develop training materials and conduct training sessions for IT staff and end-users on ITSM tools and processes.
• Document best practices, process changes, and configuration details to support knowledge transfer and continuous improvement.

Compliance and Governance:

• Ensure that ITSM processes comply with organizational policies, industry regulations, and best practices.
• Conduct regular audits and reviews to verify adherence to ITSM standards and identify areas for improvement.
• Implement governance frameworks to manage and control changes to ITSM processes.

Qualifications

• Education: Bachelor’s degree in Information Technology, Computer Science, or a related field (preferred).
• Experience: Minimum of 5 years of experience in IT Service Management, with at least 2-3 years in an L3 role or equivalent.
• Certifications: ITIL Foundation certification is required; ITIL Intermediate or Expert level is a plus. ServiceNow certification as a Domain Consultant or in a related field is highly desirable.

Skills and Competencies:
Technical Skills:

• In-depth knowledge of ITIL processes and best practices.
• Strong expertise in ServiceNow, including configuration, customization, and workflow development.
• Experience with ITSM tools, especially ServiceNow, as well as other IT management frameworks.
• Ability to analyze and optimize ITSM processes for enhanced performance and alignment with business goals.

Soft Skills:

• Excellent communication and interpersonal skills for effective collaboration with stakeholders.
• Strong analytical and problem-solving abilities, with attention to detail.
• Ability to manage multiple priorities and adapt to a fast-paced environment.
• Proactive and able to work independently, demonstrating initiative in process improvements.

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Job Description

• The Command Center Analyst - L2 is responsible for overseeing data center operations, monitoring infrastructure, and ensuring system uptime.
• This role focuses on managing and troubleshooting a wide range of data center systems and applications, providing Level 2 support, and proactively addressing issues to maintain a stable environment.
• This position excludes legacy systems and focuses on modern infrastructure.

Key Responsibilities
Data Center Operations Management:

• Monitor data center infrastructure, including servers, network devices, and storage systems, ensuring optimal performance and availability.
• Maintain data center environment standards, including temperature, humidity, and power management, to support equipment health and longevity.
• Execute daily operational tasks such as system checks, backups, and system maintenance.

Incident Management and Troubleshooting:

• Provide Level 2 support for data center-related incidents, including diagnosing and resolving issues with hardware, software, and network connectivity.
• Act as the first point of escalation for Level 1 support, managing incidents through resolution or further escalation.
• Coordinate with other IT teams for efficient incident resolution and root cause analysis for recurring issues.

System Monitoring and Health Checks:

• Use monitoring tools to track the health and performance of data center assets, proactively identifying and addressing potential issues.
• Set up alerts and respond to system warnings, ensuring timely intervention to prevent outages or disruptions.
• Regularly review and analyze system logs, identifying patterns and potential improvements in monitoring or performance.

Change and Configuration Management:

• Support change management processes within the data center, including scheduling, implementing, and verifying changes.
• Ensure data center configurations are documented and up-to-date to support effective troubleshooting and future growth.
• Assist in planning and executing data center upgrades, migrations, and expansion projects as required.

Documentation and Reporting:

• Maintain detailed and accurate documentation of data center operations, incident resolutions, and configuration changes.
• Prepare regular reports on system performance, incidents, and other operational metrics for management review.
• Document troubleshooting steps, best practices, and procedures to enhance team knowledge and support continuity.

Qualifications

• Education: Associate’s or Bachelor’s degree in Information Technology, Computer Science, or a related field (preferred).
• Experience: Minimum of 2-3 years of experience in data center operations, with at least 1 year in a Level 2 support role.
• Certifications: Data Center Operations or IT Infrastructure-related certifications (e.g., CompTIA Data+) are a plus.

Skills and Competencies:
Technical Skills:

• Proficiency in monitoring tools and ticketing systems used in data center environments.
• Strong knowledge of server hardware, networking basics, and data center infrastructure management (DCIM).
• Familiarity with backup, disaster recovery, and business continuity practices.
• Understanding of data center standards and compliance requirements.

Soft Skills:

• Strong problem-solving and troubleshooting abilities.
• Excellent communication skills for collaborating with IT teams and reporting to management.
• Ability to work independently and make sound decisions under pressure.
• Strong attention to detail and organizational skills.