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Professional IT Service Mgmt

Professional IT Service Mgmt

Job Description

Use this exempt job key for all states except CA. For CA, use job key 40490818. Overall Purpose: Responsible for working across multiple IT organizations ensuring that business services are available to end users allowing them to perform their day to day operations without interruption of service. Key Roles and Responsibilities: Responsible for ongoing assessments in the area of availability (Mean Time to Restore (MTTR), Mean Time Between Failures (MTBF), caused by change outages, and procedurals. This role includes receiving and processing client reports and alarmed conditions of issues, related diagnosis and troubleshooting, independent and/or collaborative (with additional support tiers and vendors) restoration of service, communication of status across organizations and administrative roles related to tickets and work requests. Accountable for driving and performing resolution of routine and/or complex issues across environments used to provide services for clients that have a need for high-availability of their systems, products and services. Drives research and analysis of operational errors/problems to identify root cause and corrective actions and reports findings to appropriate individuals. Responsible for detection, recording and maintaining of critical information related to Configuration Items (CI) that will be stored in a Knowledge Database (KDB) and the Configuration Management Database (CMDB) involving life cycle management of all incidents that affect the operational service delivered to the business and its customers. Oversee detailed planning and analysis for coordinating changes across multiple organizations to mitigate the risk of service impact and potentially invoking a Change Advisory Board (CAB) and a Change Restriction Period (CRP). Responsible for trending and analysis used to identify patterns that could potentially impact the use of our clients systems. Works with IT liaisons to ensure that our clients are well informed of issues being worked and provide plans and timelines of when service impacting problems will be resolved. Job Contribution: Fully functioning technical professional. Develops new concepts/methods/techniques. Has meaningful team/dept impact. KNOWLEDGE Subject matter expert within own discipline/specialty area. Applies specialized knowledge of discipline/specialty area standards and work processes. Integrates company experience and deep technical knowledge. Advanced understanding of select AT&T technologies/systems/procedures. ANALYSIS/PROBLEM SOLVING Solves non routine problems based on analysis of multiple factors. Independently identifies key issues, patterns or deviations from norm. Works on problems requiring judgment and in depth evaluation of multiple factors. Analyzes/interprets research to evaluate and recommend solutions. INDEPENDENCE Guided by team goals and operational objectives. Applies judgment to determine appropriate processes and technical area standard; provides technical direction to others in own work area. CONTRIBUTION TO AT&T TECHNOLOGY Key contributor on diverse projects of moderate scope. Recommends new procedures/processes to drive desired results. COMMUNICATION Mentors less experienced team members in work area explaining advanced technical information and providing specialized technical guidance. Builds productive internal/external relationships. Collaborates with others in own team or across teams. Education: Bachelors of Science in Information Systems Technology, Computer Science or Engineering preferred. Experience: Typically requires 5-8 years experience. .Net to that and say that SQL Server admin is a plus. Supervisory: No.

Principal Functional Skills / Competencies associated with this Title:

• Collaboration and Teamwork

• Communicates Powerfully and Prolifically

• Develops Strategic Perspective

• Displays High Integrity and Honesty

• Drives for Results

• Hardware Infrastructure

• Incident and Event Management

• Innovates

• IT Availability Management

• IT Service Change Management

• IT Service Improvement


• Network Performance Management

• Problem Management

• Process Management

• Solves Problems and Analyzes Issues


• Takes Initiative

• Technical Troubleshooting
Note: Additional skills / competencies may be added to this specific requisition. During the application process, you will be asked to provide your proficiency and experience with all the skills / competencies associated with the requisition.


Professional IT Service Mgmt

Job Requirements


Job Snapshot

Employment Type Full-Time
Job Type Information Technology
Education Not Specified
Experience Not Specified
Manages Others Not Specified
Industry Other Great Industries
Required Travel Not Specified
Job ID 1431622
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Professional IT Service Mgmt

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