DXC Technology ITSM Process Engineer / Bionix in New Orleans, Louisiana
DXC Technology (NYSE: DXC) is the world’s leading independent, end-to-end IT services company, helping clients harness the power of innovation to thrive on change. Created by the merger of CSC and the Enterprise Services business of Hewlett Packard Enterprise, DXC Technology serves nearly 6,000 private and public sector clients across 70 countries. The company’s technology independence, global talent and extensive partner alliance combine to deliver powerful next-generation IT services and solutions. DXC Technology is recognized among the best corporate citizens globally. For more information, visit www.dxc.technology .
Within the A&OE (Automation and Onboarding Engineering) Enterprise Service Management ITSM Process team, the candidate will be responsible for managing the end to end ITSM processes within DXC delivery and on some occasions in Customer environments. The candidate will deliver ITSM processes and tools implementation on new accounts, upsells and migration activities on processes. The candidate will work with the delivery teams, account teams, tools project manager, architects and customers and will ensure the processes required for our customers are deployed in conjunction with the tools set up. As a Subject Matter Expert, the candidate will handle the following activities.
Must have ServiceNow experience (experience as a ServiceNow Administrator is a plus)
Must have great verbal and written communication – this is a client facing role
Responsible for verifying and implementing the detailed technical and process design solution to the problem as identified by the Project/Technical Manager.
Responsible for working closely with other ITIL disciplines to ensure success of ITSM Process Implementation.
Responsible for implementing Service Management Processes in line with DXC Global Processes.
Responsible to support Customer and Supplier relationships.
Ensure the alignment of implemented processes with the respective enabling of tools; be driver of the process and the tool implementation during T&T projects.
Responsible to Lead the implementation of ITSM processes into new and existing ITO accounts
Coordinates the collection of data, and provide analysis of information and recommendations for processes improvement.
Responsible for Building ITSM compliant process knowledge & Developing ITSM process documentation
Responsible for definition, execution and implementation of assigned ITSM processes as part of the SM implementation.
Owns and manages knowledge sharing within a community (e.g. team, practice, or project). Ensures team members support knowledge sharing and re-use requirements of project. Contributes significant knowledge to job family community.
Proactively encourages membership and contributions of others to professional community and coaches others in area of expertise.
Regularly produces internally published material such as knowledge briefs, service delivery kit components and modules, etc.
Assists with multiple customers. Leads and/or provides expertise to functional project teams and may participate in cross-functional initiatives
Ability to make decisions quickly on available information and take action performing proper Risk and Issues Management
Understanding of broad spectrum of DXC technology in order to meet customer requirements
Demonstrates an in-depth understanding of unit testing and configuration & defect lifecycle management. Awareness of ITIL and/or QMS practices and processes
Needs to be autonomous, have initiative and be a leader with good communication skills
Able to discuss (within own area of expertise) requirements with the customer, and to challenge and clarify when appropriate.
Demonstrates an ability to be able to develop high level design on plan and derive estimates for cost and schedule for a given set of requirements.
Ability to interact with clients and co-suppliers in clear and concise language. Ability to listen to and respond to the client's needs.
Ability to logically approach a problem from definition through resolution. Ability to define a root cause analysis of an issue and explain causes, contributors and resolutions to clients and other team members
Be able to demonstrate a broad understanding of market dynamics, an industry area, commercial issues, and technical concerns whilst maintaining depth in core focus area.
Education and Experience Required
1-3 years of professional experience and a Bachelor or equivalent degree or related area of study.
At least 1 year of experience using and configuring the following Service Management products like Servicenow.
ITIL Certification – (Preferred).
Product Specific Certifications (SM9, ServiceNow etc.)(preferred)
Vendor or Industry accreditations (optional)
Knowledge of testing methodologies
Basic Project Management Methodology – Agile/Scrum
DXC Technology is an Equal Opportunity/Affirmative Action employer. All qualified candidates will receive consideration for employment without regard to disability, protected veteran status, race, color, religious creed, national origin, citizenship, marital status, sex, sexual orientation/gender identity, age (40 or over), or genetic information. DXC's commitment to diversity and inclusive selection practices includes ensuring qualified long-term unemployed job seekers receive equal consideration for employment.
DXC Technology is EEO F/M/Protected Veteran/ Individual with Disabilities