Job Title: Senior Service Desk Engineer

Location: Edison, NJ

Department: Enterprise Management Services

Job Overview

A Senior Service Desk Engineer in the Enterprise Management Practice is responsible for the evaluation, architecture, implementation, & troubleshooting of solutions required for CIBER ITO to provide world class managed services to their customers around the globe.

REQUIRED skills:

1. Extensive experience in CA ServiceDesk r11
2. Understanding of the Web Services (SOAP/XML) interface into CA Service Desk
3. Experience in Change Management workflow, including development of CA Workflow code.
4. Experience in customizing web forms and user interfaces within CA ServiceDesk.
5. Experience in Mail-eater setup and configuration
6. Experience with Microsoft clustering.
7. Solid comprehension of ITIL standards relevant to Service Management.
8. Solid understanding and experience with MS SQL 2005.
9. Solid comprehension of data partitioning and multi-tenancy as it pertains to CA Service Desk 11 and r12.
10. Solid understanding of all relevant web and application languages in support of customization, including SPEL, and JavaScript.

OPTIONAL skills:

The ideal candidate will also have one or more of the following optional skills:

1.      Experience with CA CMDB and CA Cohesion

2.      Experience with CA Service Catalog

3.      Experience integrating CA Service Desk with other products for programmatic ticket creation.

4.      Experience with one or more of CA’s monitoring or reporting products.

5.      Experience with Business Objects XI reporting solution

Key Responsibilities

• Architecture, Implementation, & Troubleshooting of complex CA Service Desk solutions
• The ability to discern business requirements, devise and document solutions, and implement those solutions.
• Understand and be able to communicate the benefits of the solution to the client.
• Mentor colleagues as appropriate.
• Install and configure technology to meet customer requirements
• Provide technical support as needed, resolving client technical issues during engagement.
• Support Project Managers and Service Delivery Managers with planning as needed.
• Complete schedules, time reporting, project status and any other documentation required in a timely manner.

Position-Specific Decision-Making Authority

• Generally works without consulting their manager.
• Independent decisions are made daily.
• No significant budgetary or other financial accountability.
• Does not supervise (hire, evaluate, and/or terminate) other employees.

Position-Specific Authorities

• Handle moderately complex problems that arise in everyday work and escalate more complex problems.
• Prioritize work to make best use of resources.

CIBER, Inc. (NYSE: CBR) is a leading international, system integration consultancy, providing IT services for Internet strategy and development, complete life cycle system support (from customer quotation through cash collection), with superior value-priced services for both private and government sector clients. CIBER’s services are offered on a project or strategic staffing basis, in both custom and enterprise resource planning (ERP) package environments, and across all technology platforms, operating systems and infrastructures.

CIBER is an equal opportunity/affirmative action employer. We welcome and encourage diversity in our workforce.