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IT Service Management (HEAT)

SA TECHNOLOGIES
Boston, MA Full Time
POSTED ON 4/15/2025
AVAILABLE BEFORE 5/15/2025

All SA Technologies requirements are Direct Client Requirements from IT Hiring Managers. We guarantee you the best rate for your skills and performance.

Job Description

  • Customization, configuration, and administration of HEAT (FrontRange) application - HEAT v7
  • HEAT CMDB configuration and integration with other products
  • Work with customers and business owners to establish functional requirements
  • Design and develop complex workflows and automation
  • Participate in assessment of a new IT Service Management tool. Analyze proprietary and SaaS-based Enterprise IT Service Management (ITSM) platforms such as ServiceNow, BMC Remedy, and FrontRange
  • Participate in a life cycle implementation for the new IT Service Management tool (scoping / planning, requirements gathering, design, development, testing, launch and support)
  • Provide training to the tool users

Qualifications

  • 3 years IT Service Management system experience, preferably with FrontRange / Heat Software
  • Deep knowledge and experience with implementing ITIL Core processes in HEAT (ITSM) environment, specifically Incident, Request Fulfillment, Change, and Problem Management processes
  • Knowledge of T-SQL, MySQL, SSIS
  • Experience participating in business / system integration efforts
  • Expertise with implementing ITIL processes and leveraging best practices
  • Ability to work effectively in a team-oriented, collaborative environment and on your own
  • Strong interpersonal, oral and written communication skills
  • Proven problem-solving abilities and strong attention to detail and quality of work
  • Enthusiasm for customer service and IT support as well as learning new software technologies

    • Additional Information

    All your information will be kept confidential according to EEO guidelines.

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