You are great at:
 
•    Provide Level-3 support to SMAX tenant(s) for all incident alerts received from monitoring systems, tickets, and end-users.
•    Support the response to Major Incidents to ensure a timely restoration of service.
•    Perform diagnostics to remediate detected and reported incidents.
•    Support change and release management activities by executing documented procedures.
•    Driving governance, standardization, and scalability across the ITOM environment. 
•    Document and improve procedures, knowledge articles for use by IT Operational Teams.
•    The DevOps Analyst will be required to support all feature development and technical configuration of SMA

 including:

o    Extensive experience of Studio
o    Endpoint and external systems integration
o    Master Data
o    Custom Lists
o    Virtual Agent
o    Smart Analytics and Service Portal
o    Service Catalogue & Offering rules and form fields.
o    Process, workflow, and data loads
o    Survey, SLAs, Models, and templates
o    Dashboards & Reporting
•    Systems integration knowledge of other systems including OPB, OO, OBM, uCMDB is preferable.
•    Able to take business requirements and provide solutions, documenting designs and communicating directly with business functions, project delivery and BAU activities.
•    Reporting: Event and performance dashboards
•    Release Management: Integration and upgrades in-line with all ITOM tooling including SMAX and 3rd party products + Manage, support all future releases covering: Enhancements, Bug fixes, Known issues.
•    Administration: Supporting all requests either via projects of BAU SMAX requests for all activities that cover: Configuration, Knowledge, Reporting, Runbook automation updates

What it Takes:
 
•    Bachelor’s Degree or a combination of education and equivalent experience
•    6 + years of IT experience in IT Operating applications and Service Management specifically around ITOM products
•    Working knowledge in one or more of the following areas:
o    Service Level Management 
o    Configuration Management
o    Service Management Design
o    Testing and Transition
•    Proven analytical and problem-solving skills and the ability to organize and prioritize several tasks at one time.
•    ITIL v4 accredited. 
•    Working knowledge of IT4IT framework.
•    Understanding of Agile methodologies, such as Kanban and the ability to work within an agile framework.
•    Good understanding of both on-Cloud and off-Cloud environments.
•    Creative problem solving and analysis skills with an ability to identify, develop and implement solutions to gaps to meet the needs of the business.
•    Ability to comprehend and follow documented guidelines and procedures.
•    Excellent verbal and written communication skills are required.