Engineer, Service Management (Remote)

Henrico County, VA
May 15, 2021
May 18, 2021
Full Time
Job Description8901 - Corp Office West Crk - 12800 Tuckahoe Creek Parkway, Richmond, Virginia, 23238CarMax, the way your career should be!A' A CarMax Technology Service Management (CTSM) EngineerA' balances technical skills, business knowledge, troubleshooting expertise, and excellent soft skills. CarMax Technology Service Management is a great fit for those who are avid problem solvers and who enjoy working in fast-paced, dynamic environments. CTSM Analysts must be great communicators in order to meet both the technical and interpersonal needs of the role.As a CTSM, you will be responsible for reviewing, managing and remediating existing production problems and to proactively identify trends and potential problems to remove system related errors impacting CarMax Technology. You would also recommend process improvement activities as it relates to problem management and would be responsible for the ownership and coordination of actions of these problems. You must have knowledge of business processes and systems to understand the impact of project decisions on business objectives and you must be able to manage multiple priorities and work independently to achieve team goals with minimal supervision.As a Service Management Engineer you need to know how to:Overall responsibility of day to day Problem Management life cycleInteract directly with CarMax Technology leaders, Managers and key stakeholders to proactively communicate status on active Major Incidents or Problem tickets.Partner with other CarMax Technology leaders and owners to ensure alignment and the consistent and effective delivery of ITSM processes to the organization.Facilitates Problem Management training for the organizationIdentify focal points then lead causal analysis investigations to successfully identify the true root causes of problems that impact CarMax Technology as needed.Ensure necessary reports (RCAs, Post-Mortem Reports) are created to a high standard and delivered in a timely manner.High-level knowledge of overall system infrastructure and applicationsDevelops and cultivates multi-functional partner relationships at all levels of the organizationTrack problem resolution tasks and document evidence of their completion.Publish Problem Management Reporting (Performance Metrics) to senior leaders.Audit the problem process for compliance and mitigate any deviance from the policy.Continual process improvement of the problem management function.Develop and lead Service Improvement Programs for chronic incidents.Drives continuous improvements with technology teams from causal analysis investigationActs as a Major Incident Manager during Critical Incidents, Crises, and other broadly impacting events.Flexibility and willingness to support a 24x7 hospital and clinics operations via off-hours support, on-call availability, or other as needed per rhythm and needs of the business.Coordinate business recovery exercises (Walk-throughs, Scenario Planning, RTO Objective setting, etc)Behavioral & Leadership Competencies:Excellent verbal and written communication skills; the ability to communicate clearly and confidently on conference calls, in meetings, via email, etc. at all levels of the organization is essential.Customer focus and ownership - displays initiative and a proactive approach to work.Highly organized presentation, negotiation and customer service skills.Demonstrated ability to lead and influence teams not under the candidate's direct control.Creative thinker who challenges the status quo.Fundamental experience with leading incident and problem processes.Strong analytic/diagnostic skills and attention to detailDetailed knowledge of ServiceNow highly recommendedExperience with Service Desk and Incident escalation and managing ITIL-define problems based on those escalations.Work collaboratively with CarMax Technology resolver groups to eradicate recurring incidents and to reduce the impact of incidents that are not prevented, by facilitating actions to identify problem root causesAgree suitable remedies and provide oversight to ensure these are implemented, recorded and communicated to relevant stakeholders to help avoid re-occurrence.Work with the Technology Data & Reporting Analyst to analyze problems to identify trends on the resolution of problem targets in-line with SLAs.Create and monitor plans to investigate and resolve problemsEnsure agreed procedures are adhered to for the management of problems, coordinating the timely response through to a permanent resolution, minimizing downtime to systems and services.Maintain information on the resolution of major problems and ensures this is communicated to all stakeholders.Ensure existing problems and known errors in new systems and services are understood and managed per process through the transition into service operation.Regularly review problem management processes and recommend possible improvements utilizing appropriate tools.Engage with CarMax Technology teams to help ensure problems are managed and resolved in a timely manner.Work with stakeholders to enable the development of problem solutions, coordinating the implementation of remedies and preventative measures.Participate in all Major Post Incident Reviews. Major Incident ManagementEnsure Major Incident Management procedures are strongly adhered to and respond to escalations, ensuring resolution, recovery, documentation and closure of Major Incidents.Ensure all necessary updates to the Knowledge Management System are undertaken.Chair Major Post Incident Reviews, ensuring all relevant parties involved in the major incident contribute. Record PIR outcomes, share widely and ensure the KMS is appropriately updated.Supports Continuous Service Improvement, undertaking regular analysis of major incidents and their root cause to help minimize re-occurrence, liaising with Service Owners and resolver groups as required.Report regularly on the performance and efficiency of the Major Incident Management Process (as Process Owner), using appropriate analyses from Post Incident Reviews (PIRs) to assess performance.Operate the Major Incident Management Process, coordinating resolution activities as necessary.Set the criteria for invoking the MIM process.Ensure the criteria are subject to regular periodic review and agreed with IT Management.Responsible for the development, ownership and operation of the Major Incident Management (MIM) process.Reports on the performance and efficiency of the process to assess overall performance and identify any areas for improvement (supporting Continual Service Improvement).Facilitates service recovery following the immediate resolution of major incidents.Regularly monitors the incidence, status and speed of resolution of major incidents and makes proactive recommendations based on this analysis. Ensure optimal Mean Time to Resolution (MTTR).Job Skills Required:Bachelors degree, or equivalent relevant work experienceHas 4+ years of related work experience in the IT FieldITIL qualified; Shows strong understanding of Agile/Lean leadership principlesHas strong and proven experience in running ITIL processesDemonstrates excellent written and verbal communication skills at all levels of contact and in a wide variety of situationsDemonstrates strong administrative, reporting and organizational skills; Has strong project delivery skillsDemonstrates strong problem solving, collaboration, and conflict management skillsUses technical background and understanding to interpret technical issues for the business and sustain credibility with ITAble to manage sensitive, and sometimes confidential, informationHas service delivery experience when the service is constructed of multiple sub-services provided by multiple suppliers. eg Cloud (public, private, & hybrid)Able to champion change and support service provide teams through change; Able to think critically, challenge conventional thinkingHas a passion for service improvement; Able to work under pressure and meet deadlines; Able to demonstrate a high degree of flexibility including shift and out of hours workingAble to demonstrate initiative to manage and prioritize and tasks and time efficiently and a proactive approach to daily tasksAbout CarMaxCarMax disrupted the auto industry by delivering the honest, transparent and high-integrity experience customers want and deserve. This innovative thinkingA' around the way cars are bought and soldA' has helped us become the nation"s largest retailer of used cars, with over 200 locations nationwide.OurA' amazing team of more than 25,000 associates work together to deliver iconic customer experiences.A' Along the way,A' we help every associate grow their career and achieve their best, at work and in their community. We are recognized for our commitment to training and diversity and areA' one of the FORTUNE 100 Best Companies to Work ForA' (R).CarMax is an equal opportunity employer, and all qualified candidates will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, genetic information, national origin, protected veteran status, age, disability status, or any other characteristic protected by law.Upon an applicant's request, Car