ITSM support Engineer

TechDigital Group; Rockville (MD); On-site; USD 60,000 - 100,000; Full time

Job summary

An innovative firm is seeking a talented contractor to manage vendor partnerships and lead the development of new products in a dynamic environment. This role involves ensuring the seamless execution of manufacturing excellence products while providing second and third-line support. The ideal candidate will have a strong IT background, exceptional problem-solving abilities, and a passion for optimizing services. Join a forward-thinking team where your contributions will drive significant improvements and value in the manufacturing sector. If you thrive in fast-paced settings and enjoy tackling complex challenges, this opportunity is perfect for you.

Qualifications

• 5+ years of experience in application management and IT support.
• Strong analytical and problem-solving skills are essential.
• Knowledge of manufacturing principles and practices is a plus.

Responsibilities

• Manage vendor partnerships and facilitate platform deployments.
• Lead development of new products and provide technical support.
• Drive service optimization for Manufacturing products at site level.

Skills

Application management

Incident Management

Problem Management

Change Management

Analytical skills

Problem-solving skills

Interpersonal skills

Communication skills

Relationship building

Learning agility

Education

Bachelor's degree in IT or related field

Tools

SQL Server

Oracle

MS Windows operating Systems

Job description

Job #: 3801
Pay Rate: Not Specified
Job type: contractor
Location: Rockville, MD

Responsibility:

1. Management of vendor partnerships and relationships with non-Tech teams
2. Facilitates delivery of platform deployments / expansion
3. Leads development of new products / features / fixes / technical solutions
4. Facilitates timely provision of 2nd and 3rd line support for Manufacturing Excellence Products
5. Ensures continuity of business execution through ensuring applications within Manufacturing Excellence Products are:

• Adopted in a compliant manner at the site
• Sustained by robust and secure infrastructure

Leads in troubleshooting applications across multiple technology domains, products, and business areas.

Engages with site tiered accountability process; and participates in Tech Performance Management processes

Drives service optimisation for Manufacturing products at a site level

Identification of value and improvement opportunities

Leads Site aspects of archiving and decommissioning activities for systems that have reached the end of their lifecycle

Skill set required:

• Experience of application management, operations, and/or support including knowledge and experience of Incident, Problem and Change Management
• Min 5+ years of experience needed
• Familiarity with the concepts, standards, technology, tools, processes, procedures, hardware, software, and services in use for delivering information services.
• Ability to make appropriate technical decisions, initiating action to resolve operational issues
• The fundamentals of an IT background are necessary to allow the ability to quickly triage problems to most likely categories to restore service; Understanding of the business processes allows for the creation of alternative solutions to enable business continuity while the initial problem is being dealt with and to develop solutions for the business that drive improvements and value.
• Strong conceptual thinking, modelling, analytical and problem-solving skills, strong interpersonal and communication skills
• Strong relationship building, team working and influencing skills
• High learning agility - ability to learn and adapt to new concepts, systems, and software independently and quickly
• Experience in a manufacturing environment with a good understanding of manufacturing principles and practices.
• Comprehensive knowledge and understanding of the Systems Development Life Cycle
• Good knowledge and understanding of IT systems and how they apply to supported business areas.
• Knowledge of systems/software development methodologies and system architectures
• Good communications in English, sufficient to build and maintain organizational support
• Experience in support and/or development of IT systems
• Must be able to work with minimal supervision. Ability to plan own work to meet objectives, and to work independently.
• Experience in working with relational Databases (e.g. SQL Server or Oracle) and the ability to develop SQL queries.
• Knowledge of MS Windows operating Systems, MS SQL Server Databases
• Knowledge and experience in supporting Manufacturing shop floor systems