CompuCom is a growing global company that is part of the Office Depot family of companies. We value your skills, focus on growing your career, and promote an awesome work-life balance. We would love to have you join our team in our Louisville office. The IT Business Systems Analyst Level 3: Tools Provisioning and Remote Monitoring is for tools provisioning/creation and remote multiple customer support and monitoring in an enterprise environment. The Analyst will have admin access to all applications as tools provisioning is ticket based work which includes adding, changing, moving or deleting devices in our tools. In addition to ticket work, emailed requests for adding devices to the tools are received and processed daily on a rotation schedule by members of the team.
This is an L3 position, experience with remote monitoring tools in an enterprise environment for multiple customers is required.
Tool Account creation and removal - account management within our tools are audited
Requests are submitted by ticket, or by custom processes for specific customers.
ITIL Processes are followed for specific accounts, and Change Management Processes must be adhered to.
Adding, changing, removing devices in multiple toolsets.
Creating groups, thresholds, escalation policies in multiple tool sets.
Creating customer reports in multiple tool sets.
Assisting with and contributing to the automation of tools provisioning processes
Must have the ability to work autonomously as well as part of a team. Attention to detail and the ability to multitask are critical.
Must have experience with and be proficient with EMC Smarts, NCM, McAfee SIEM or similar enterprise remote monitoring tools.
Automation experience needed such as Automation Anywhere, HIRO, Talend, the ASCEND Platform or similar automation tools
Service Now and RIM Clarify experience Desired. Creating CI's in Service Now is highly desired, as well as setting up and maintaining customers.
Must have experience with basic Unix commands
Must have experience in remotely monitoring a wide range of devices in an Enterprise setting.
Must type accurately, 30 wpm.
Must be proficient in working in Excel.
Must understand the basics types of devices in a large enterprise environment: Servers, Virtual Servers, Cloud-based Technology, storage, Unix, routers, switches, stacks, etc.
A basic understanding and experience with network protocols such as SNMP and ICMP.
A basic understanding of point to point and Virtual Private Networks.
Scripting experience is desirable.
Understanding of and maintaining CMDB's in various tools