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Information Technology Service Management Analyst

2 months ago

Atlanta, United States Georgia System Operations Full time

Job Description

Position Highlights: Challenging and exciting ground-floor opportunity to provide operational support for the power grid and rural broadband expansion

Be part of building the internet in Georgia - support core Internet links to entire cities Not the standard corporate IT environment - we don't support end users.

Career possibilities for Network Architecture, Network Engineering, Cyber Security, and Industrial Control Systems Excellent benefits, including:

Nationally competitive pay and incentive Benefits packages including Medical, Dental, Vision, Disability, and Life insurance Outstanding 401k plan featuring a maximum company contribution of 15.5% On-site Fitness Center and Café Associate training and development including options for tuition reimbursement

Experience working in a high security environment. This is a unique opportunity to support and protect the largest machine on the planet: the electrical power grid. GSOC centrally operates a state-wide fiber optic network as well as highly secure datacenters with a focus on Georgia power grid operations. This infrastructure is being extended into CLEC and IXC telecom provider services to support rural broadband as local EMC's bring high-speed internet solutions to their customers. GSOC is offering a ground floor opportunity to work directly on 100G+ transport systems as they are designed and installed. GSOC takes both physical and cyber security very seriously so candidates must be willing to work on-site in a high security environment. This position includes nationally calibrated competitive pay, opportunities for growth, mentorship, and great retirement benefits. In 2017, GSOC was recognized as one of the best places to work by Georgia Trend magazine. Summary: The Information Technology Service Management (ITSM) Analyst is responsible for providing ITSM support to several business units across the Family of Companies business units. Requiring high level of experience in Information Technology Infrastructure Library (ITIL) process workflows and business analysis, this position will develop and process documentation related to GSOC and/or ITIL processes. This position will work closely with Service Analysts, Trainers, and Department Managers to remain current on company operations and best practices to implement those processes in the ITSM tool. This position is responsible for support, troubleshooting, system integration and overall administration and maintenance of GSOC ITSM tool to improve user experience and increase productivity. This position requires compliance with all applicable laws, regulations, industry standards, corporate policies, guidelines, and procedures, including but not limited to, RUS, OSHA, NERC, FERC, and ITS requirements. Must be willing to engage and participate in an environment of compliance and continuous improvement to meet the Corporation's goals and objectives. Job Duties: Development/Implementation:

Respond to new customer requests; Utilize ITIL processes to develop and implement solutions which enable automation and optimization of the business; Identify and implement new solution and enhancements to the ITSM platform to streamline ITIL process workflows. Support/Maintenance:

Functions as a technical expert for GSOC ITSM platform; manage testing and release of a full range configuration changes; Perform system patching to maintain an up-to-date and secure environment; Use the ITSM platform to support asset management, change management, network management, incident management, and contract management programs. Research, Analysis, and Consultation:

Continuously train on and understand individual department/company needs and requirements; Analyze business operations to provide recommendations to management and stakeholder regarding improvements; Assists in performing cost analysis of application changes and feasibility studies. Performing proof of concept analysis in development environment. Vendor Management:

Assist with vendor selections, contract and SOW reviews, cost control and vendor related risks. Serve as proxy between vendors and GSOC on vendor deliveries to coordinate system integrations, improvements, and other related tasks. Collaboration:

Facilitate sessions to obtain business requirements; Partners with other system stakeholders and administrators to design, develop, integrate, and implement enterprise wide ITSM solutions as well as maintain a culture of compliance. Required Qualifications: Education:

Bachelor's Degree in Engineering, Information Technology, Business Administration, or related field. Experience: Analyst II:

5 years of ITIL process and ITSM experience including service desk management, asset management, configuration management, patch management, and/or network management 2+ years of experience administering Ivanti IT Service Management including management of assets, incidents, service requests, problems, changes, releases, and projects.

Analyst III:

7+ years of ITSM experience including service desk management, asset management, configuration management, patch management, and/or network management. 4+ years of experience administering Ivanti IT Service Management including management of assets, incidents, service requests, problems, changes, releases, and projects.

Analyst IV:

8+ years of ITSM experience including service desk management, asset management, configuration management, patch management, and/or network management. 4+ years of experience administering Ivanti IT Service Management including management of assets, incidents, service requests, problems, changes, releases, and projects.

Equivalent Experience: Analyst II: Associates Degree in Engineering, Engineering Technology, Information Technology, Business Administration, or related field with at least 7+ years of experience in the above experience. Analyst III: Associates Degree in Engineering, Engineering Technology, Information Technology, Business Administration, or related field with at least 10+ years of experience in the experience stated above. Analyst IV: 10+ years of ITSM experience including service desk management, asset management, configuration management, patch management, and/or network management. 4+ years of experience administering Ivanti IT Service Management including management of assets, incidents, service requests, problems, changes, releases, and projects. Licenses, Certifications, and/or Registrations:

Valid Driver's License. Must obtain and maintain Bulk Electric System Cyber Authorized Status as defined in GSOC's CIP Cyber Security Policy 301 and NERC Reliability Standard CIP 004 - Personnel Risk Assessment. ITIL Certification preferred; Six Sigma or Lean Six Sigma desired Specialized Skills:

Excellent diagnostic and problem-solving skills. Strong verbal/written communication and presentation ability. Must be able to work and succeed in a collaborative team environment while demonstrating strong leadership skills across various technical and non-technical discipline; Strong organizational and time-management skills with the ability to effectively prioritize tasks.

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