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Info Sys Eng II

Location: 

Providence, RI, US, 02903

Requisition ID:  5425

IGT is the global leader in gaming. We enable players to experience their favorite games across all channels and regulated segments, from Gaming Machines to Lotteries to Interactive. We have a well-established local presence and relationships with governments and regulators in more than 100 countries around the world, and create value by adhering to the highest standards of service, integrity, and responsibility. IGT has over 12,000 employees.

Overview

The position is responsible for gathering requirements, designing, building, and customizing the EasyVista ITSM platform for internal and external uses to drive operational automation and efficiency. The role will involve a wide range of additional duties including creating and delivering platform demos, end-user training, maintenance, upgrades/updates, researching new functionality for use within the platform, license management and working with both internal and external partners on platform development. The EasyVista administrator will need to have a strong ability to multi-task between upcoming platform growth, maintenance projects and current open items.

Job Purpose

The EV admin will create, maintain and improve processes and workflows within EasyVista according to requirements, providing support, administration and development of the EV environment.  EasyVista ITSM is a configurable environment, not requiring programming, it is key that the EV admin understands the conscripts of coding and SQL, and has experience of working a structured, controlled environment.  While not the owner of the entire Service Management blueprint, a strong understanding of ITIL and Service Management is required.  

Responsibilities

•    Overall ownership of EasyVista instance including Incident, Service Request, Problem, Change, Knowledge Management, Service Catalog, Service portals, SLA’s and surveys.
•    Responsible for performing daily administration, issue resolution and troubleshooting of the EasyVista platform.
•    Monitor health, usage and overall compliance of EasyVista instance and its applications.
•    Perform standard system cloning from production to test environment
•    Attend meetings to discuss evolving environment / technological advances
•    Work with the relevant process owners during regular vendor upgrades to ensure a smooth transition to the new version.
•    Carrying out regular, pre-defined data imports to support the operational processes established.
•    Understanding of IT and business requirements with ability to develop, test, deploy improvements and update workflows based on requirements.
•    Manage and administer lists, filters, forms, platform interfaces and the data within tables – basic SQL scripting knowledge required to perform these actions.
•    Configuration of service requests, workflows, approvals and user criteria
•    Scripting and configuration of tables, workflows and forms for incident, problem, change and requests
•    Experience with relational databases (SQL, MySQL, or other)
•    ITSM and SQL knowledge (SQL statements i.e. Insert, Update, Join, Case, Stored procedure, User Defined function)
•    Experience developing custom integrations using SOAP and REST
•    Produce reports and dashboards based on defined measures, metrics and key performance indicators.
•    Collaborate with developers and business analysts in an Agile development environment.
•    Presenting new product developments to key stakeholders.
•    Staying up to date with the latest releases, product enhancements, and plugins through self-motivated online learning and through official EasyVista courses.
•    EasyVista ITSM Admin/Configuration (Add remove users, queues, testing Maintaining Catalogue and Configuration Items)
•    Developing forms, surveys, reports, homepages, workflows and dashboards
•    Solid organizational skills, including multitasking and time-management
•    An ability to prepare and interpret flowcharts, workflows, schedules and step-by-step action plans

Qualifications

Education:

  • Associate degree in Information Technology or equivalent combination of intellectual instruction and work experience ITIL v3 Foundation or higher certification preferred.

Required Knowledge:

  • Knowledge of Retail Functions - Call Center, Distribution, Marketing, and Merchandising
  • ITSM / CSM (Service Apps Portal, Reports & Dashboards, Case management)
  • Administration experience with ITSM tools such as: EasyVista, ServiceNow, BMC Remedy, Heat, ConnectWise, SolarWinds, or other ITSM platforms.

Experience Required:

  • 3-5 years of experience in information technology

Skill and Ability:
•    The ability to configure and enhance core applications including, but not limited to, platform UI’s, Self Service Portal, mobile app, tables, forms, lists, catalogs, workflows, roles, properties, business rules, dashboards, homepages and reports.
•    Strong ability to design and build Service Request workflows and Service Catalog items.
•    Strong understanding of CMDB, including importing data using asset discovery tools.
•    Building custom end-user Service Portals through internal design process.
•    Advanced understanding of the development and production environments, update sets, and system cloning.
•    Highly collaborative team player with good communication, customer service and interpersonal skills needed to work well with team members and leadership.
•    Good knowledge of PowerPoint skills and the ability to effectively communicate with and influence any audience.
•    Knowledge of EasyVista
•    Able to work independently with minimum supervision.
•    Able to maintain confidentiality of sensitive information
•    Able to build solid, effective working relationships with others.
•    Able to exhibit ability to be sensitive to the needs, concerns, and feelings of others.
•    Able to quickly learn new systems and technology.
•    Able to converse and write effectively in English.
•    Able to create and conduct formal presentations.

Keys to Success

• Building collaborative relationships
• Decision making
• Drive results
• Foster innovation
• Personal energy
• Self-leadership

 

 

 

 

 

 

 

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IGT is committed to sustaining a workforce that reflects the diversity of the global customers and communities we serve, creating a fair and inclusive culture that enables all our employees to feel valued, respected and engaged.  IGT is an equal opportunity employer. We provide equal opportunities without regard to sex, race, color, religion, age, national origin or ancestry, disability, veteran status, sexual orientation, genetic information, gender identity or expression, and any other personal attributes protected by federal, state, or other laws. We thank all applicants for applying; however, only those selected to interview will be contacted.

In addition to our competitive benefits package, we offer employees a 401(k) Savings Plan with Company contributions, tuition reimbursement, free identity theft insurance, free hot and cold beverages, and access to on-site gym facilities (Providence Headquarters and West Greenwich).

IGT (NYSE: IGT) is the global leader in gaming. For more information, please visit www.igt.com.


Nearest Major Market: Providence
Nearest Secondary Market: Rhode Island