Lead Technologist DTSM - (ServiceNow/Major Incident Management)- 90387196 - Wilmington

Your success is a train ride away!

As we move America’s workforce toward the future, Amtrak connects businesses and communities across the country. We employ more than 20,000 diverse, energetic professionals in a variety of career fields throughout the United States. The safety of our passengers, our employees, the public and our operating environment is our priority, and the success of our railroad is due to our employees.

 

Are you ready to join our team?

Our values of ‘Do the Right Thing, Excel Together and Put Customers First’ are at the heart of what matters most to us, and our Core Capabilities, ‘Building Trust, Accountability, Effective Communication, Customer Focus, and Proactive Safety & Security’ are what every employee needs to know and do to be most impactful at Amtrak. By living the Amtrak values, focusing on our capabilities, and actively embracing and fostering diverse ideas, backgrounds, and perspectives, together we will honor our past and make Amtrak a company of the future.

 

SUMMARY OF DUTIES:
The Lead Technologist’s primary role is to provide production system operations and maintenance (O&M) support for end-users, applications, infrastructure, platforms, or network services. They will also serve in a lead technical role contributing to one or more projects of moderate complexity as the technology subject matter expert. When involved with a project team, acts in a consultative manner and provides technical subject matter expertise, system administration, and technical support services. Works on moderately complex tasks and projects and support issues that involve a degree of risk or may impact business unit performance. Utilizes individual level of expertise within one or more areas of specialty.

 

ESSENTIAL FUNCTIONS:

• Brainstorms possible solutions and evaluates alternatives against decision criteria. 
• Experience handling Major Incident Management
• Manages all standard operating procedure creations, modifications, and updates for incident management and Service Management Metrics and ServiceNow (SNOW) critical measurement updates.
• Interfaces with the ServiceNow (SNOW) team in adding, modifying and updating all applications, application services and additional criticality matrix items.
• Will be the lead on any projects that impact the incident management area, including partnering with support team in the Everbridge paging tool deployment and any new or updates to its templates and interactivity.
• Provide guidance to resources during escalation process and determination. 
• Works with vendors during the problem resolution process as needed.
• Researches and analyzes technologies within area of required expertise.
• Works with service providers to ensure that their in-scope technical solutions are consistent with the enterprise business strategy and architecture.
• Provides technical analyses to help define, assess, and monitor the technical aspects of the program/project or service.
• Recommends short-term alternatives when appropriate. 

 

MINIMUM QUALIFICATIONS:

 

• Bachelor’s degree in engineering, Computer Science or other related field plus 6+ years of experience or 10+ years of relevant work experience in subject matter expert capacity required to satisfy education and experience requirements. 
• Relevant Engineering Certifications

PREFERRED QUALIFICATIONS: