Sr ITSM Engineer, II

At CDW, we make it happen, together. Trust, connection, and commitment are at the heart of how we work together to deliver for our customers. It’s why we’re coworkers, not just employees. Coworkers who genuinely believe in supporting our customers and one another. We collectively forge our path forward with a level of commitment that speaks to who we are and where we’re headed. We’re proud to share our story and Make Amazing Happen at CDW.

Our IT Service Management (ITSM) team composed of highly skilled Incident, Problem, Change and Event Management professionals. We are seeking a dynamic and motivated individual to join our team. As a Senior ITSM Engineer, you will be responsible for managing and improving the delivery of CDW’s internal IT Service Management services, help identify and address potential systems issues, and ensure our systems are set-up to properly alerts our technical teams. You will work closely with our technical teams to ensure that our systems are monitoring and alerting efficiently and effectively.

You will be responsible for managing the process to define the end-to-end lifecycle of incidents, events, problems, and changes within the organization to ensure effective resolution and prevention of future occurrences. The ideal candidate will have a strong background in IT service management, incident / problem / change event management, with the ability to lead and coordinate cross-functional teams to drive continuous improvement within the organization.

What you will do:

• This is a strategic and hands-on position where you will work closely with cross-functional teams to develop and optimize Service Management Processes (Incident/Problem/Change/Event management), drive continuous improvement, and enhance our proactive capabilities.
• Monitor system management consoles and respond to alerts.
• Facilitate Major Incident conference calls independently performing multiple roles including, Situation Leader, Scribe and Communications to executive Leadership.
• Lead and coordinate the end-to-end incident management process, from detection and diagnosis to resolution and post-incident analysis including RCAs to ensure correct monitoring and automated alerting is in place to prevent any repetition.
• Help increase problem tracking and root cause analysis and availability of products across Technology.
• Proactively detect and prevent future problems/incidents and initiate the Problem Management process to allow quicker diagnosis and resolution.
• Conduct weekly Change Advisory Board calls, etc. and tooling automation (requirements, testing, adoption) to support Change Management Operations.
• Develop trend analysis and prepare service improvement plans to address identified gaps.
• Implement and enforce OLAs/SLAs to ensure effective governance of change requests through the Change Management lifecycle.
• Define and inspect metrics, KPI, and trend reports for use in the problem management process.
• Build strong relationships with key stakeholders, including senior management, department heads, and external partners, to ensure their support and engagement in incident management initiatives.
• Foster a culture of continuous improvement, staying abreast of industry trends, emerging technologies, and best practices to enhance incident management capabilities.
• Create dashboards and reports to provide insights into operational performance and health.
• Build automation to optimize processes and workflows within our on-call systems and monitoring platforms.
• Complete any assigned project work or tasks, with a view to improving existing processes, capabilities and seek out automation opportunities.
• Collaborate with engineering teams to ensure that incident learnings are integrated into the software development lifecycle to improve overall system resilience.
• Ability to support on-call rotation and off-hours support as required.

What we expect of you:

• Bachelor’s Degree in IT, Business Management or a related discipline preferred and 7 years of direct experience in Change, Incident and Problem management methodologies and processes. Or,
• 11 Years of Information Technology to included, 7 years of dir