SMT - HP Service Manager Administrator Junior

Job Description

We are hiring a SMT HP Service Manager Administrator Junior.

SMT is the Service Management Tool of the European Commission. DIGIT is responsible for SMT maintenance and evolution. SMT is a corporate and cooperative application used by the IT support teams in all the Directorates General (“local helpdesks” or “service desks”, 2nd level service support) and in DIGIT (3rd level central support teams) to support all IT users in the EC.
SMT is aligned with ITIL. The following processes are implemented in SMT:

  • Incident Management (IM)
  • Problem Management (PM)
  • Change Management (CM)
  • Knowledge Management (KM)
  • Release Management (RM)
  • Configuration Management (ConfM)

As a SMT HP service manager, you will need to deal with the following main tasks:

-Troubleshooting of SMT (Incident/Request handling)
- Validate the incident / request classification (categories, CI), and trigger corrections if necessary 
- Validate the incident description completeness, and trigger corrections if necessary
- Check  validity and completeness of requests, and trigger corrections if necessary
- Initiate the creation of Changes upon receipt of Requests, when applicable
- Analyse and attempt resolution
- Transfer incidents and requests to the party responsible for further analysis and resolution attempt (Functional Escalation), when applicable
- Follow up the resolution of all incidents and requests related to the SMT Solution and trigger Hierarchical Escalations when applicable
- Configuration, Deployment, Administration, System Supervision of SMT (Request fulfilment)**
- Routine system administration, audit and maintenance to assure the maximum of the system availability and stability
- Health check, system performance monitoring and tuning

 

Profile

KNOWLEDGE REQUIREMENTS
• Technical and business knowledge of HPE Service Manager – HPE Service Manager certifications are considered to be an asset.
• Experience with several large scale IT Service Management implementations.
• Knowledge of ITIL and proven experience with ITIL processes – ITIL certifications are considered to be an asset.
• Capability of integration in an international/multi-cultural environment, rapid self-starting and teamwork experience are mandatory.
• Specific experiences on Connect-IT customisation and Web service implementation are considered to be an asset.
• Experience with several service management tools (e.g. Service-now) is considered to be an asset.

SMT ENVRIONNEMENT:

Production: the operational environment used by all DGs
Archive: SMT Archive environment accessible to all DGs
Training: the environment used for the acceptance of new releases submitted by development team and for training sessions
Development: The environment to build the customisation layer
Test: the environment used in test new customisations or new releases
Acceptance: the environment used to accept new customisation or new releases
Stress test: a specific environment to stress application functionalities and verify its impact in the EC IT infrastructure.


 

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