IT Service Management (HEAT)

All SA Technologies requirements are Direct Client Requirements from IT Hiring Managers. We guarantee you the best rate for your skills and performance.

• Customization, configuration, and administration of HEAT (FrontRange) application - HEAT v7 • HEAT CMDB configuration and integration with other products • Work with customers and business owners to establish functional requirements • Design and develop complex workflows and automation • Participate in assessment of a new IT Service Management tool. Analyze proprietary and SaaS-based Enterprise IT Service Management (ITSM) platforms such as ServiceNow, BMC Remedy, and FrontRange • Participate in a life cycle implementation for the new IT Service Management tool (scoping/planning, requirements gathering, design, development, testing, launch and support) • Provide training to the tool users • Develop IT Governance KPI reports

• 3+ years IT Service Management system experience, preferably with FrontRange/Heat Software • Deep knowledge and experience with implementing ITIL Core processes in HEAT (ITSM) environment, specifically Incident, Request Fulfillment, Change, and Problem Management processes • Knowledge of two or more front-end technologies: HTML, JSTL, DHTML, JavaScript and CSS, XML, XSL, XSLT • Knowledge of T-SQL, MySQL, SSIS • Experience participating in business/system integration efforts • Expertise with implementing ITIL processes and leveraging best practices • ITIL Certification (preferred) • Ability to work effectively in a team-oriented, collaborative environment and on your own • Strong interpersonal, oral and written communication skills • Proven problem-solving abilities and strong attention to detail and quality of work • Enthusiasm for customer service and IT support as well as learning new software technologies

All your information will be kept confidential according to EEO guidelines.