Engineer III - Problem & Configuration Save

The Engineer III - Problem & Configuration will be reporting to the Manager, IT Service Management and will be responsible to manage IEHP’s IT Problem and configuration management process/activities (ITAM/CMDB). Responsible for implementing and managing Problem management process day to day activities, responsible for the IT Asset management, Software licensing and CMDB setup on the ITSM platform. The position will lead problem review boards, Root Cause Analysis (RCA) and provide team oversight and guidance to ensure process adherence with IEHP’s approved change process, methods, procedures, and standard. Implement configuration management discipline for the entire life cycle of systems and software from initial requirements/capabilities baselines to system end-of-life including documenting in the Asset management tool.

Major Functions (Duties and Responsibilities)

• Implement hardware and software version control processes, policies and procedures.
• Document hardware and software configuration management processes and procedures.
• Manage, maintain, and develop the configuration management environment for hardware and software license management.
• Ensures license liability is limited by harvesting unused license back to inventory.
• Perform audits to validate that CIs exist and validate the correct data attributes are detailed in the CMDB.
• Track hardware maintenance plans and warranty data in the CMDB.
• Provide the control and maintenance of legal ownership/support documentation (software contracts, invoices, EULAs and support/maintenance agreements) in the Configuration Management System.
• Lead the Problem management activities within a structured process framework, ensuring all problems are properly documented, managed, and communicated.
• Perform as technical evaluator for support plans and Knowledge Articles for known issues. Reviews and makes recommendations of improvements to knowledge management documentation.
• Contribute analysis and documentation to Known Error Database.
• Perform as single point of contact for one or more problems. Responsible for problem coordination.
• Create and update the Problem Record, schedules, and facilitates Problem Management meetings.
• Ensure that appropriate root cause is recorded, identifies any Known Errors and coordinates actions to fix the errors.
• Track corrective actions to closure.
• Identify trends and potential Problem sources.
• Follow up on issues and progress with Problem Owners where necessary. Works with all internal technical teams, Service Managers, and external stakeholders.
• Produce Problem Management reports and management information.
• Produce RCA notification.
• Proactively identifies training opportunities to execute on the organization’s overall goals.
• Meet or exceed all Goals and Objectives and Service Level Targets.
• Work on-call hours that would include 24/7 coverage per the SOPs.

Experience Qualifications

Eight (8) years of experience in Problem management and Configuration Management. Demonstrated experience using ServiceNow ITSM (Problem, Asset, CMDB) products. A solid understanding of ITSM with practical experience designing, implementing, and supporting ITIL improvements.

Education Qualifications

Bachelor’s degree in Computer Science, Information Management, or similar technical field from an accredited institution required.

Professional Certification

ITIL v3 foundation or higher preferred.

Drivers License Required

Yes, must have a valid California Driver's License.

Knowledge Requirement

Knowledge of: - ITIL Knowledge (Foundation s V3 or V4) Major ITSM processes including Change Management, Configuration Management, Knowledge Management, Incident management - Current business practices and computing systems, IT development methodologies and operations. - Program and project management and planning, process mapping Understanding of: Healthcare issues, information systems, management issues, and current trends. Conceptualizing business strategies while implementing information systems and technology strategic direction

Skills Requirement

• Uses logic, methods, and tools to solve problems with effective solutions
• Ability to coordinate and drive conference calls 
• Excellent organizational and time management skills
• Displays basic Project and Problem Management skills and abilities
• Ability to recognize errors and correct to meet organizational standards
• Ability to troubleshoot problems and work with other groups to find solutions
• Capability of multi-tasking, managing multiple events simultaneously
• Proven ability to analyze and report on various levels of data and metrics

Abilities Requirement

Proven ability to: 

• Be a subject matter expert with a hands-on approach in a complex fast-paced business environment. 
• Present issues and challenges in senior management forums.
• Work with a team of professionals from various disciplines.
• Lead through times of change, disruption, and growth.
• Be highly tenacious, combined with high stress resistance
• Be extremely detail oriented
• Follow outlined processes and procedures
• Follow verbal and written instructions
• Work independently with little supervision
• Speak and communicate effectively and in an articulate and diplomatic manner across all levels of the organization

Commitment to Team Culture

The IEHP Team environment requires a Team Member to participate in the IEHP Team Culture. A Team Member demonstrates support of the Culture by developing professional and effective working relationships that include elements of respect and cooperation with Team Members, Members and associates outside of our organization.

Benefits:

• 401(k)
• Dental insurance
• Flexible spending account
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Parental leave
• Professional development assistance
• Tuition reimbursement
• Vision insurance

Compensation package:

• Bonus opportunities
• Yearly pay

Experience level:

• 8 years

Schedule:

• 8-hour shift
• Day shift
• Monday to Friday

Experience:

• ServiceNow ITSM (Problem, Asset, CMDB) products: 8 years (Required)
• CMDB (Configuration Management Database): 8 years (Required)
• Configuration management: 8 years (Required)

License/Certification:

• ITIL v3 foundation certification or higher (Preferred)

Work Location: Hybrid remote in Rancho Cucamonga, CA 91730.