Engineer, Continual Service Improvement – IBMiat CDW Careers

The primary purpose of this position is to support project team members when transitioning new customers into  Managed Services.  

Primary Duties & Responsibilities:

Service Delivery - 60% Job Weight

• Accountable for successful collaboration with Customers, Suppliers, and fellow Employees to gather requirements, create standardized documentation in support of Operations obligations, and ensure those processes meet or exceed the business needs.
  • Review services agreements and sales collateral to gain an understanding of supported services contained within the agreement
  • Perform Due Diligence in order to establish an understanding of what is traditional  Operations obligations, and identify outliers to communicate to the Project Manager and Operations Management
  • Understand timeline and expectations around customer transition
  • Participate in alert QA, document process for alert handling
  • Identify Automation candidates, execute when feasible
• Provide support & training of processes to Tier-1 (Operations team) in advance of customer transition
• Provide post transition support until customer is stabilized and all processes, documentation are validated
• Ensure issues are communicated to managers in a timely and effective manner
• Identify skills gaps with special emphasis on Operations 
• Identify training needs to deliver training to Operations in advance of transition

Analysis - 20% Job Weight

• Study, interpret, and develop a thorough understandings of incidents, problems and opportunities through systematic analysis
  • Regularly review reporting from monitoring and ticket applications. Analyze data to identify trends and opportunities for service improvement
  • Review operations business processes for ability to address customer needs, identifying areas where processes need to be enhanced or better documented

Design - 10% Job weight

• Engineer tactical and strategic solutions that meet or exceed the business need with attention to simplicity of design and ease of use. Use balance of both technical and business acumen to arrive at solutions
• Partner with the Operations Specialist, Sr. Analyst and Managed Services Continuous Improvement team on creation/streamlining of support processes

Leadership - 10% job weight

• Enable and Lead Change, Service Recoveries, Projects and/or Co-workers. Engage in communication that drives understanding, alignment and informed decision making
  • Hold self and others accountable for quality & timeliness of work products
  • Communicate process changes, customer environment changes, and information on Managed Services projects/initiatives to team members in a clear and timely manner. Ensure understanding, listen to concerns, and relay team feedback to management
  • Constructively communicate process improvement opportunities such as, but not limited to: customer support documentation, support work flows, coverage model changes, and implementation of new tools and technology

Basic Qualifications: 

• One of the following:
  • Applicable Operations work experience in a “Managed Services” environment, OR
  • Associate’s degree in Computer Science, Management Information Systems, Information Technology, Engineering, Mathematics or a related field, OR
  • Two (2) years college coursework in a technical field
• At least six (6) months of Information Technology work experience. This requirement can be fulfilled via completion of the  Academy program
• Experience with IBM Power i (System i) system and associated peripheral hardware and software

Other Position Requirements:

• Proven ability to collaborate 360 degrees
• Demonstrated sense of accountability and ability to produce results
• Demonstrated adaptability; able to be flexible in dealing with people and unexpected situations
• Proven attention to detail
• Experience in monitoring applications such as Nimsoft Unified Management, Automate, or similar
• Experience in help desk applications such as Service Desk Express (SDE), Remedy, ServiceNow, Heat, or similar
• Demonstrated ability to multi-task
• Demonstrated ability to work under minimal supervision
• Demonstrated verbal and written communication skills
• Demonstrated customer service skills
• Demonstrated ability to establish positive working relationships and work as a team player
• Demonstrated skills in Microsoft Office (Word, Excel, PowerPoint, Outlook, etc.)

Preferred Qualifications:

• Experience in a managed services environment
• IBM Power p (System p) systems and associated peripheral hardware and software
• IBM System z systems and associated peripheral hardware and software
• VMware
• Citrix
• Cisco Networking
• Enterprise Storage (EMC, IBM, and/or NetApp)
• Windows servers
• Nutanix

COVID-19 Update:
CDW is committed to maintaining a workplace that is free of known hazards and to ensuring the safety, health, and well-being of coworkers and candidates for employment and their families, as well as the community.

CDW requires all coworkers be fully vaccinated against COVID-19, with the only exceptions being a documented, legally required medical or religious accommodation.  Prior to starting with CDW, successful candidates will be required to: (i) be fully vaccinated against COVID-19 and provide CDW with proof of full vaccination; or (ii) apply for and receive a medical or religious-based accommodation to be exempt from the mandatory vaccination policy.