Senior IT Service Engineer- ITSM Practices at OCLC, Inc. in Dublin, Ohio

Job Description:

You have a life. We like that about you.

At OCLC, we believe you'll do the best work of your life when you're living the best life possible.

We work hard to build the technology that connects thousands of today's libraries. But we also work hard to make a job at OCLC a meaningful part of a balanced life- not a substitute for one.

The Job Details are as follows:

Discover.  Innovate.  Collaborate.  Inform. A few words we use to describe a career at OCLC.

Technology with a Purpose. OCLC supports thousands of libraries in making information more accessible and more useful to people around the world.  OCLC provides shared technology services, original research and community programs that help libraries meet the ever-evolving needs of their users, institutions and communities.  With office locations around the globe, OCLC employees are dedicated to offering premier services and software to help libraries cut costs while keeping pace with the demands of our information-driven society.
 

The Senior IT Service Engineer helps OCLC establish, manage, and tune IT processes in line with business objectives.  Our team owns and manages the core IT processes related to Incident, Problem, Configuration, Change, and Request Management.  We manage the workflows for these processes, leading collaborative efforts with stakeholders across the company to identify and implement improvements.  We are looking for someone who will support existing processes and lead cross-functional initiatives to evolve the core practices in line with current strategies.

The IT Service Engineers are aligned with the ServiceNow dev team at OCLC.  As part of this alignment, our IT Service Engineers are the primary source for the backlog of enhancement requests related to ServiceNow ITSM implementations.  The IT Service Engineers work with stakeholders to identify value-add enhancements, document requirements, prioritize items in the backlog, and coordinate UAT testing.  An important future initiative is establishing a more structured and automated approach to testing ServiceNow implementations.

The IT Service Engineer is also the primary source for data analytics from the ServiceNow system.  Data analytics include:

• Building home pages, dashboards, and workspaces in ServiceNow


• Building and presenting weekly, monthly, quarterly, and annual reports for executive leadership


• Providing support for ad hoc reporting requests for ServiceNow


• Establishing and reporting on KPIs for ITSM processes

Responsibilities include:

• Manage recurring activities for the Change Management process: run CAB, weekly presentation of change activity to executive management, daily coordination between change requestors and IT operations, audit reporting, failed change reviews, coordinate major change events, and more


• Identify and lead cross-functional improvement initiatives


• Source and manage the backlog of work for the ServiceNow ITSM implementations


• Analyze data and feedback to identify opportunities for improvement


• Implement effective and efficient practices in line with key strategic initiatives


• Backup and RTE support for Problem and Configuration Management

Qualifications:

• Bachelor's degree in computer science or related field


• 5- 10 years of technical knowledge of ITSM practices and tools, including ITIL, Change Management, and ServiceNow


• Data analysis and reporting experience is a big plus.  Putting more structure and automation around our reporting is a key strategic effort – experience with SQL, Excel, PowerBI, APIs, ServiceNow data, etc.


• Strong collaboration skills


• Process engineering – effective, efficient, user-friendly


• Executive level presentation skills


• Organizational change management experience


• Attention to detail