CA Service Desk Manager/Remedy System Administrator (Job Number:427660)
POSITION SUMMARY: Focus of this position is on Computer Associates Service Desk Manager and/or Remedy application and infrastructure. We have a career opening for a System Administrator at Ft. Bragg, NC. The System Administrator is responsible for installing, configuring, and administrating virtual Microsoft based servers in support of business processing requirements. Installs, upgrades, and patches operating systems and complex software packages. Schedules installations and upgrades in accordance with established IT policies and procedures. Conducts routine software audits of Microsoft based servers to ensure compliance with established standards, policies, and configuration guidelines. Must be a self-starter; capable of working independently, under limited direction, and in a team environment.
PRIMARY RESPONSIBILITIES: The successful candidate must be able to do the following:
- Manage the Server and communication infrastructure for CA Service Desk Manager - Create, execute and report on testing and implementation plans. - Create, execute and maintain Standard Operating Procedures for Enterprise Services - Excellent communication skills - Capable of resolving complex issues - Strong troubleshooting and debugging skills - Capable of multi-tasking - Must be a self-starter; capable of working independently, under limited direction, and in team environments
- Must possess a current DOD Secret clearance (or higher level clearance).
- Bachelor’s degree and 9+ years as a Systems Administrator (Microsoft). Additional training, technical certification, and/or years experience may be substituted in lieu of a degree - Experience maintaining CA Service Desk Manager . - Experience maintaining Microsoft Windows Server 2008 R2, and Windows Server 2012 /2012R2 platforms. - Level II DoD 8570 certification: Comptia Security+ CE
- MicrosoftMicrosoft Windows Server 2012R2 certification
SAIC Overview:SAIC is a premier technology integrator providing full life cycle services and solutions in the technical, engineering, intelligence, and enterprise information technology markets. SAIC provides systems engineering and integration offerings for large, complex projects. Headquartered in McLean, Virginia, SAIC has approximately 15,000 employees and annual revenues of about $4.3 billion.
EOE AA M/F/Vet/Disability
Job Posting: May 17, 2017, 8:16:58 AM Primary Location: United States-NC-FORT BRAGG Clearance Level Must Currently Possess: Secret Clearance Level Must Be Able to Obtain: Secret Potential for Teleworking: No Travel: None Shift: Day Job Schedule: Full-time
Description GENERAL SUMMARY: The Service Desk Supervisor, under the general direction of the Service Desk Manager, ensures Level One Contact Center support for all AIT supported systems, applications, and equipment. They also provide leadership, coaching, managerial, technical, procedural, and process related assistance to the members of the Service Desk Team during their assigned shift. PRINCIPAL DUTIES AND JOB RESPONSIBILITIES: • Supervises, coaches, trains and leads the Service Desk Analysts so they are fully engaged with departmental objectives and are committed to working efficiently toward continuous improvement and service excellence. • Screens the qualifications and experience of applicants, interviews candidates and makes primary recommendations to hiring Manager. • Supervises and performs coaching, ongoing education, performance appraisals, counseling and general management of assigned Service Desk Analysts. Provides promotion recommendations to Manager. • Proven ability to multitask, establish partnerships across teams, and proactively address issues and opportunities for improvement in a fast paced, high volume environment to ensure that priority issues are appropriately assigned and necessary resources are engaged. • Participates in Service Desk Leadership on-call rotation and interprets company policies as they relate to incident management and communications. • Records problems/concerns, establishes acuity level and does follow-up as necessary on reported incidents including escalation of problem/concern with the authority to bypass the standard escalation path as necessary. • Ensures that major technical, system or application issues (planned and unplanned) are appropriately addressed and communicated. • Provides positive impact to Service Desk operational strategies by conducting needs assessments, capacity planning, and cost/benefit analysis related to staffing and scheduling trends, identifying and defining productivity, quality, and customer service standards by contributing information and analysis to departmental strategic plans and reviews. • Participates in key cross-functional team meetings to provide information on Service Desk processes and serves as an area expert on issues which affect the quality and level of service provided to the customer. • Serves as Major Incident Manager in accordance with IT Service Management Guidelines. • Identify, design, implement and communicate process changes in order to improve productivity or employee satisfaction. • Adhere to IT Service Management policy and procedures for all in scope process areas.
Qualifications KNOWLEDGE AND SKILLS REQUIRED: • Possess critical thinking skills and the ability to multi-task. • Demonstrates sound judgment, problem solving, decision making, organizational and analytical skills • Must be a customer service focused, self-motivated professional. • Ability to be resilient and successfully manage in a fast paced, dynamic contact center environment. • Strong interpersonal skills with a positive and enthusiastic attitude. • Ability to quickly learn system functionality with little or no documentation. • Collaborates with peers, Administrators, Department Managers, analysts and engineers regarding reported issues. • Demonstrated pragmatic approach to leadership and customer service. • Demonstrates poise in intense or stressful situations. • Ability to work well with people of varying levels of technical abilities. • Demonstrate excellent oral and written communication skills. • Demonstrate proficiency in troubleshooting and diagnosing of computer software and hardware issues. • Ability to successfully comprehend and support clinical applications. • Possess a high-level knowledge of industry standard service management tools (preferably CA Service Desk Manager) EDUCATION AND EXPERIENCE REQUIRED: • Associate degree in related field required or a minimum of 3 years of increasing levels of experience in the technology field with at least 2 years experience working as a supervisor, team lead, or Senior level analyst in a customer service or technical support contact center with experience in rapidly shifting procedures and processes EDUCATION AND EXPERIENCE PREFERRED: • Bachelor’s degree in related field • A minimum of 3 years of experience working as a Service Desk Analyst and/or Level Two Support Analyst. LICENSURE, CERTIFICATION OR REGISTRATION REQUIRED: • ITIL Foundations (must be obtained within 60 days of hire date) • 1 additional current professional/technical certification (must be obtained within 6 months of hire date) SUPERVISORY RESPONSIBILITIES Supervises the Service Desk Analyst staff members.
Job : Information Technology Organization : Adventist IT Primary Location : US-FL-Altamonte Springs
Schedule : Full-time Shift : Day Job Level : Manager with Direct Reports Education Level : Bachelor's Degree Travel : No Job Posting : May 11, 2017, 9:59:58 AM
Somos uma “escola” tecnológica que utiliza tecnologias de ponta e que aposta constantemente no desenvolvimento e na inovação. Temos um propósito em tudo o que fazemos: tornar a vida das pessoas e das empresas mais simples e mais feliz através da tecnologia. Utilizamos metodologias de trabalho diferenciadoras, que colocam as pessoas no centro das nossas soluções, pondo a tecnologia ao seu serviço. A nossa cultura é de partilha, confiança e camaradagem, com um ambiente informal e descontraído, onde a diversidade de competências tecnológicas e de projetos nacionais e internacionais é grande.
O que vais fazer: A Novabase procura reforçar a sua equipa num parceiro que actua no sector das telecomunicações.
O que valorizamos: • Formação Superior na área das Tecnologias de Informação; • Conhecimentos em plataformas/tecnologias CA: CA Service Desk, CA CMDB, CA Knowledge Tools, CA Support Automation, CA Business Intelligence, CA Process Automation Manager, CA Service Catalog, CA Business Service Insight, CA Client Automation, CA Configuration Automation, etc.; • Conhecimentos em plataformas/tecnologias de outros fabricantes, tais como HP Service Desk, HP Service Manager, BMC Remedy, IBM Service Desk, ServiceNow, etc. • Conhecimentos das melhores práticas ITIL; • Valorizam-se conhecimentos de Business Intelligence (Reporting e Dashboards) • Boas capacidades de comunicação; • Capacidade de priorizar actividades e cumprimento de prazos.
O que oferecemos: • Integração numa empresa que aposta no desenvolvimento e crescimento das pessoas; • Participação em projetos nacionais e internacionais, de grande diversidade tecnológica; • Contacto com metodologias de trabalho diferenciadoras; • Formação constante (técnica e de soft skills).
Para te candidatares: Os interessados devem enviar CV actualizado para firstname.lastname@example.org, indicando RAV_ITSM no assunto do email.
NEW YORK--(BUSINESS WIRE)--CA Technologies (NASDAQ:CA) today announced it has been selected by Forbes magazine as one of their “America’s Best Employers” for 2017. This recognition highlights the company’s commitment to building a culture that enables every employee to leverage their unique talents to eliminate the barriers between ideas and outcomes for customers. The full report is featured online at https://www.forbes.com/best-employers/list/#tab:rank.
“In the fast paced high-tech industry, competition for top talent is fierce and it is critical for companies to provide a differentiated workplace culture and benefits that empower, inspire and support the varying needs of their employees”
“In the fast paced high-tech industry, competition for top talent is fierce and it is critical for companies to provide a differentiated workplace culture and benefits that empower, inspire and support the varying needs of their employees,” states Beth Conway, vice president of Human Resources at CA Technologies. “Employees are in the best position to say which companies and organizations are offering the most attractive value proposition, so we are delighted that they have selected CA to be on this year’s list.”
Working with online statistics provider Statista, Forbes asked more than 30,000 U.S. workers employed by companies with more than 5,000 staff members to determine, on a scale of zero to 10, how likely they were to recommend their employer to someone else. Further, how did they feel about the other employers in their industry?
The employees who took part in the survey were consulted anonymously through several online access panels. Their scores were analyzed using the net promotor score theory—and involved a highly-selective criteria to determine the company’s eligibility and rank as one of America’s Best Employers.
This year’s list includes 500 employers across 25 industries–ranging from corporate giants to universities and government agencies.
As part of our ongoing commitment to customer success, we regularly release updated versions of our products. Today, we are pleased to announce the availability of CA Service Management 17.0.
Aligned with our strategic themes of targeted user experience, simplification, and unification of solution components, this release includes the following key features:
Contextual Collaboration: Analysts using xFlow can collaborate with other analysts and subject matter experts in context of a ticket. Conversations and files are retained in the ticket timeline to speed up resolution of similar future tickets.
Ticket Follow-up: xFlow now enables analysts to schedule follow-up on tickets along with reminders.
Quick Profile: xFlow now provides Support Analysts with enhanced in-context profile and environment information about end users (customers).
New consistent Look & Feel: CA Service Desk Manager, CA Service Catalog, and CA Asset Portfolio Management are updated with a new, consistent UI theme, unifying the look and feel of CA Service Management solution components, as well as xFlow.
Improved accessibility compliance for Service Catalog: CA Service Catalog now offers significantly improved accessibility (section 508) compliance for End Users and Administrators.
Easy upgrade: CA Service Desk Manager includes aCustomization Upgrade Utilitythat semi-automatically merges customizations with out-of-the-box files enabling a quicker, reliable upgrade of CA Service Desk Manager.
Improved compatibility: This release supports recent versions of Operating Systems, Databases, third-party technologies, and other interoperable CA Technologies products.
About the Opportunity A healthcare facility in Westchester County is actively seeking a new Service Desk Manager for a promising position with their growing staff. This is a great opportunity for an experienced Service Desk Manager to gain valuable work experience and further their career at an established facility. Apply today!
Company Description Healthcare Facility
Job Description The Service Desk Manager will be responsible for:
On-boarding customer onto company ticketing system (CA Service Desk Manager)
Creating new groups or categories in ticketing system
Providing post-implementation support, as necessary (documentation, training end-users, etc.)
3+ years of extensive Help Desk / IT Support experience with prior experience setting up a Ticketing System
High School Diploma / GED
Working knowledge of Visio
Experience with ITIL Methodologies (Incident, Problem/Change Management)
Experience analyzing trends in incident and request management
Great interpersonal skills
Excellent communication skills (written and verbal)
Strong attention to detail
Associate's and/or Bachelor's Degree in a related field
Past experience training users post implementation
About The Execu|Search Group:
The Execu|Search Group was founded in 1985 as a recruitment firm focused on serving accounting firms, boutique hedge funds, and private equity funds. Over time, our firm has evolved into a full-service recruitment, temporary staffing, and workforce management solutions firm that has helped over 26,000 companies find talent, while connecting over 60,000 people with new jobs.
Headquartered in New York City with 9 additional offices in New York, New Jersey, Connecticut, Massachusetts, and Florida, The Execu|Search Group has become one of the largest privately owned recruitment firms. Amidst our continued growth, we remain dedicated to the mission our firm was founded upon: to provide leading employers with the highest caliber talent while maintaining our commitment to integrity, honesty, and responsiveness.
Today, we serve the following practice areas: Accounting/Finance, Creative & Digital, Engineering, Financial Services, Health Services, Human Resources, Information Technology, Legal Services, Life Sciences, Nonprofit, and Office Support.
Analysts using xFlow can collaborate with other analysts and subject matter experts in the context of a ticket. Conversations and files are retained in the ticket timeline to speed up resolution of similar future tickets.
Os analistas utilizam XFlow podem colaborar com outros analistas em um ticket. As conversas e arquivos são mantidas na linha do tempo ticket para acelerar a resolução possíveis tickets futuros que sejam semelhantes.
Ticket Follow-up: xFlow now enables analysts to schedule follow-up on tickets along with reminders.
Ticket Follow-up: Agora o XFlow permite que analistas possam acompanhar os tickets
Quick Profile: xFlow now provides Support Analysts with enhanced in-context profile and environment information about end users (customers).
Perfil Rápido: XFlow agora fornece aos analistas de suporte com perfil em contexto e ambiente de informações sobre os usuários finais (clientes).
4. New consistent look and feel: CA Service Desk Manager, CA Service Catalog, and CA Asset Portfolio Management are updated with a new, consistent UI theme, unifying the look and feel of CA Service Management solution components, as well as xFlow.
Novas interfaces - modernas.
5. Improved accessibility compliance for Service Catalog: CA Service Catalog now offers significantly improved accessibility (section 508) compliance for End Users and Administrators.
Melhoria da conformidade de acessibilidade para Catálogo de Serviços: CA Service Catalog oferece agora melhor acessibilidade (seção 508) o cumprimento para usuários e administradores finais.
6. Easy upgrade: CA Service Desk Manager includes a Customization Upgrade Utility that semi-automatically merges customizations with out-of-the-box files enabling a quicker, reliable upgrade of CA Service Desk Manager.
Fácil atualização: CA Service Desk Manager inclui um utilitário de atualização de personalização que se funde semi-automaticamente as personalizações com arquivos de out-of-the-box permitindo um mais rápido, atualização confiável de CA Service Desk Manager.
7. Improved compatibility: This release supports recent versions of Operating Systems, Databases, third-party technologies, and other interoperable CA Technologies products.
Compatibilidade melhorada: Esta versão suporta as versões recentes de sistemas operacionais, bancos de dados, tecnologias de terceiros e outros produtos interoperáveis CA Technologies.
Há diversas outras novidades não destacadas na divulgação, algumas apresentadas no video sem contar que a interface além de mais amigável está mais rápida.
Competência Técnica: - Experiência em Gestão de Monitoramento - Certificação ITIL V3 - Conhecimento em ferramentas de monitoramento de aplicações(ex.: CA APM, Dynatrace, AppDynamics). Formação/Cursos e ou Certificação: Graduação em áreas de TI,Engenharia ou áreas exatas - Inglês Avançado - Certificação em ITIL v3(Foundation)
Descrição da função: - Recurso com a função de administrar, sustentar e realizar melhoria contínua no ambiente de monitoramento(APM) do cliente. - Realizará report diário, semanal e mensal com o Gerente da Operação e para o cliente, conforme entregáveis acordados.
Desejável: - Pós Graduação ou MBA - Inglês Fluente - Pelo menos 1 certificação técnica(ferramentas de monitoramento).
Horário Comercial de Segunda a Sexta Ficará alocado no cliente
Senior Solutions Engineer Planned Systems International11 reviews - Washington, DC
Essential Functions and Job Responsibilities:
The successful candidate's core responsibilities will include, but not to be limited to:
Assisting project leadership in designing project approach, establishing a technical direction and plan, and directing developers.
Writing specifications that will meet business needs and legal requirements, and comply with applicable standards.
Building and managing implementation plans for projects.
Responding to questions from clients and analyzing what-if scenarios.
Writing and reviewing technical and design documents.
Providing change management procedures and standards to define and implement various types of security (hardware, software, OS level, etc.).
Collaborating with IT infrastructure specialists to leverage infrastructure capabilities and expertise in optimizing designs and applications.
Screening and mentoring team members.
Creating test quality assurance plans.
Managing change requests and problem reports.
Managing Business Process Management implementation.
Supporting .NET Framework preferably in C+/C++.
Performing daily monitoring, maintenance, and troubleshooting of backup jobs on various applications and platforms (MS Active Directory, Exchange, Oracle, SQL Server, Windows, VMware, and UNIX servers).
Providing TSM supports to database administrators, application analysts, and other system administrators.
Analyzing TSM performance and design appropriate solutions to meet client needs and monitoring of scheduled backups to ensure success or take remedial action for failures.
Performing installations and upgrades of TSM software.
Providing backup system data statistics to management Perform periodic restores as requested by end users and other team members Installation and maintenance of IBM LPAR configuration software.
Tuning TSM applications, tape libraries and host Operating Systems Troubleshoot TSM application issues as well as issues with backups and/or restores.
Bachelor’s degree with 9+ years’ experience in relevant field. An equivalent combination of education, certification, and relevant experience may be considered.
5+ years of enterprise backup experience.
2+ years of working experience of SEPATON VTL.
2+ years of working experience of Scalar 2K/6K tape libraries.
Certification in network operating system(s) (MCSE) and messaging systems.
Experience supporting users in Microsoft Windows Server and Microsoft Exchange Server environments.
Systems and network support experience.
Background in financial systems support.
Experience with the following:
EMC storage VPLEX and VNX
TSM 6.3 and latest version
EMC PowerPaths devices
CMDB, Service Desk and SOY
NEXUS 2K and 7K
Excellent knowledge of RedHat Linux Knowledge of IBM EndPoint Manager.
Knowledge of TSM Knowledge of Guardium and STAP.
Knowledge of IBM Blade Center power4 and 7.
Strong, proactive client-service ethic.
Ability to effectively work in a team environment.
Intermediate skills in computer technology, including network infrastructure, security, telecommunications, software applications, IP operations, PC and laptop hardware and peripherals.
Advanced and refined computer and software troubleshooting skills.
Strong time management and detail-oriented organizational skills.
Excellent interpersonal skills.
Excellent verbal and written communication skills with demonstrable experience making nontechnical users comfortable with technology concepts.
U.S. Citizenship or U.S. Permanent Residency is required. Candidates selected must be able to successfully pass a client background investigation.
Planned Systems International provides our customers with value-added management consulting and information technology services that consistently deliver success, and we are recognized as a world-class provider of innovative solutions that benefit mankind. From Systems Lifecycle Support and Healthcare IT Solutions to Network and Desktop Solutions and e-Business, PSI is focused on making our clients’ businesses run smoother and better. With a highly trained technical staff, we apply state-of-the-art information technologies, the industry's most advanced methodologies, and broad-based support services to clients in U.S. Government agencies and the commercial sector.
PSI is an Equal Opportunity Employer. All qualified candidates are encouraged to apply, including: Minorities, Women, Individuals with Disabilities, and Protected Veterans. NOTE TO JOB SERVICE: VEVRAA Federal Contractor requesting priority referrals of Protected Veterans.
IT Services Organization providing Information Security, Identity Management and Application Security, and Security Compliance & Risk-Based Solutions. We offer a Full Lifecycle of services associated to the strategy, business process, design, development, implementation, support and management of identity management and security solutions.
Our consultants identify and evaluate business needs for security gaps and will help to create security project plans. They also anticipate security requirements and identify sound security controls for applications, systems, processes and organizations. Our consultants can easily work with non-security teams to integrate security controls on projects. We are currently searching for consultants for our Security Technology practice who are familiar with multiple Identity & Access Management products, including SiteMinder
Technical experience should include design and developing provisioning flows and adapters for assets, developing Role Based Access Control (RBAC) entitlements to web applications, implementing role resolution, role mining and role administration user interfaces. Experience in project management and presentation development required, as well as knowledge in security information analysis and understanding of security technologies.
· Design and implement enterprise-wide access management and single sign-on infrastructure built on CA SiteMinder, including Proxy and Federation components.
· Work closely with application teams to design and implement coarse- andfine-granted access control on a Java portal platform.
· Administer and support production SiteMinder infrastructure components including policy servers, proxies, databases, and directories.
· Design and deploy federations with both internal systems and external organizations, providing assistance to partner IT staff where necessary.
· Establish and document standards for authentication, authorization, federation, and web services security as related to the SiteMinder environment.
· Write custom code where necessary to integrate a particular application with SiteMinder.
· Work closely with Identity Management team to ensure proper provisioning of SiteMinder users.
EDUCATION, EXPERIENCE, SKILLS REQUIRED: ·
· Bachelor's degree (Master’s degree preferred) from an accredited college or university in a technology related field and/or 10+ years of experience of implementing security in a large scale system integration projects through the entire software development life cycle from concept to post implementation support (CA education/special education experience is a plus).
· Must have extensive hands-on SiteMinder experience, particularly in a portal environment.
· Must have extensive J2EE development experience.
· Knowledge and experience in developing and implementing Federated Identity Management solutions.
· Federated identity and Web Services security concepts such as SAML, Shibboleth, Liberty ID-FF and ID-WSF, WS-Federation and WS-Security.
· Experience in competing Identity Management products is a plus. Single Sign-On architecture experience with other products such as
· Knowledge and experience in WS standards including WS-Security.
· Experience implementing messages (XML, XSD, XSL, and XSLT) and WebServices (WSDL, SOAP, and UDDI).
· Expertise in various security fields including access control, authorization, identification and authentication, public key infrastructure, network, and enterprise security architecture is required.
· Experience developing complex multi-dimensional enterprise architectures and ability to understand and design solutions that consider integration of heterogeneous environments and systems is essential.
· Demonstrate experience applying security risk assessment methodology to system development, including threat model development, vulnerability assessments, and security risk analysis.
· Experience with detailed requirements gathering and documentation, writing approach documents, whitepapers, and design documents.