Business Systems Analyst - ITSM (1398) Wilsonville, Oregon
Company: Mentor Graphics
Job Title: Business Systems Analyst - ITSM
Job Location: US - OR - Wilsonville
Job Category: Information Technology
Mentor Graphics Corporation (MENT) is a global technology leader in Electronic Design Automation, providing software solutions that help engineers around the world design and manufacture new and highly innovative products. Each year, our customers use our tools to push the boundaries of technology and physics in order to deliver smaller, faster and more reliable products that run the world’s high tech devices.
Mentor’s Information Technology department strategically supports our engineers and corporate staff in more than 75 offices and R&D centers around the globe. Our vision is to deliver exceptional services by results oriented employees through innovative, cost-effective, global solutions developed in collaboration with our customers.
This position will reside at our global headquarters in Wilsonville, OR and report to the Manager of the ITSM Solutions Team. The ideal candidate will be able to identify and understand the customer experience and translate it into effective system monitoring. They will be passionate about understanding and providing the means to monitor the health of the IT environment. The health and performance of the enterprise is critical to meeting customer expectations and controlling IT costs. IT Service Management provides and maintains the means to monitor both the user experience and the health of the environment that experience relies on. This role will be instrumental in the delivery of this service to IT and the customer.
•Full Responsibility for the Enterprise Monitoring suite of software and associated servers.
•Manage all aspects of application ownership
•Provide guidance on appropriate server patching to the server management team
•Request and configure new servers as required to meet business demand
•Act as the primary resource for troubleshooting application issues
•Provide documentation and training to support self-service application use
•Be the subject matter expert on application and server monitoring. Provide support, or act as the intermediary for support of the enterprise monitoring application suite
•Provide initial triage and basic support for all ITSM applications on a rotational 24x7 on-call basis
•Work as a part of a team to continually improve IT Service Management offerings to IT and non-IT customers
•Create and maintain appropriate documentation
The successful candidate will possess the following combination of education and experience:
•BS in Computer Science, MIS, or equivalent additional experience.
•Must have at least 5 years of experience in information technology focusing on ITSM and enterprise monitoring systems.
•Experience designing and implementing enterprise monitoring tools and processes
•Experience managing complex, enterprise-level applications and infrastructure
•Experience with reporting tools such as Business Objects, Qlik View, and Crystal Reports
•Experience working across vertical teams to elicit and document requirements
•Ability to influence without authority
•Ability to communicate effectively with peers and management
•Ability to work on multiple projects or initiatives at the same time
•Project management experience
The ideal candidate will also have experience with some or all of the following:
•Experience developing HP Load Runner scripts in an enterprise application setting
•Experience with managing operating systems including Windows, Linux, and Unix
•Strong understanding of SAP and HP Enterprise Software (Asset Manager, Service Manager, Business Systems Management, etc.)
•Understanding of IT Service Management and ITIL training or certification
•Experience managing and configuring database servers including Microsoft SQL, MySQL, and Oracle
Mentor Graphics believes in fostering a work environment that promotes a healthy work-life balance. Our world class benefits package includes up to 32 days of vacation/holiday pay per year, 401k matching, Stock purchase plan, annual performance reviews/bonuses, education reimbursement, partially paid Medical/Dental/Vision insurance and much more. Our Wilsonville site also has an onsite, 24/7 workout facility, full service cafeteria, day care center, basketball courts, sand volleyball, and daily exercise classes.