IT Systems Engineer (ServiceNow)

The OpportunityThe IT Systems Specialist 3 provides expert-level technical support and leadership in end-user support. This role involves resolving the most complex technical issues, integrating new systems and applications, and managing advanced security measures. The specialist leads IT projects related to end-user support, coordinates with vendors, and ensures optimal system performance through monitoring and optimization. Additionally, this role contributes to strategic IT planning, policy development, and mentoring junior staff. This position requires extensive technical knowledge, project management skills, and the ability to develop and enforce IT policies.Your Position ResponsibilitiesExpert Technical Support: Provide expert-level technical support for the most complex end-user issues, including advanced troubleshooting and root cause analysis.System Integration: Lead the integration of new systems and applications into the existing end-user environment, ensuring compatibility and smooth operation.Security Management: Implement and manage advanced security measures on end-user systems, including antivirus, encryption, and compliance with security policies.Advanced Network Support: Address complex network issues affecting end users and provide guidance on network optimization and security.Project Leadership: Lead and manage IT projects related to end-user support, such as large-scale hardware or software rollouts and migrations.Vendor Coordination: Work closely with vendors to resolve complex issues related to end-user hardware and software, and manage vendor performance to ensure high-quality support.Performance Monitoring: Monitor and analyze system performance and usage metrics to identify and address potential issues proactively.Advanced Training and Mentoring: Develop advanced training programs for end users and mentor junior IT staff in troubleshooting techniques and best practices.Policy Development: Contribute to the development and enforcement of IT policies and procedures related to end-user support and security.Strategic Planning: Participate in strategic planning for end-user technology improvements, identifying areas for enhancement and efficiency gains.Your Skills & ExperienceExpert Hardware Knowledge: Expertise in diagnosing and resolving the most complex hardware issues and providing hardware recommendations.Advanced System Integration: Skills in integrating new systems and applications into existing environments, ensuring compatibility and smooth operation.Advanced Security Management: Proficiency in implementing and managing advanced security measures, including antivirus, encryption, and compliance with security policies.Advanced Network Support: Expertise in addressing complex network issues, including network design, optimization, and advanced troubleshooting.Project Management: Skills in leading IT projects related to end-user support, including planning, execution, and evaluation.Advanced Software Deployment: Proficiency in managing enterprise-level software deployment and patch management using advanced tools.Performance Monitoring and Optimization: Skills in monitoring system performance and optimizing user environments for better efficiency and productivity.Vendor Management: Experience in managing vendor relationships, negotiating contracts, and ensuring high-quality support services.Strategic IT Planning: Ability to participate in and contribute to strategic planning for IT improvements and innovations.Policy Development: Skills in developing, implementing, and enforcing IT policies and procedures.Education QualificationsHS and equivalent experience, Bachelor's preferred.Your Key CompetenciesExpert Technical Troubleshooting: Expertise in resolving the most complex technical issues and performing root cause analysis.System Integration: Ability to lead the integration of new systems and applications into existing environments.Security Management: Advanced knowledge of implementing and managing security measures on end-user systems.Advanced Network Support: Proficiency in addressing complex network issues and providing optimization guidance.Project Leadership: Skills in leading and managing IT projects related to end-user support.Vendor Coordination: Experience in managing vendor relationships, ensuring high-quality support.Performance Monitoring: Ability to monitor and analyze system performance metrics to identify and address potential issues proactively.

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