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ITSM System Manager

Company: Denali Advanced Integration
Location: Plano
Posted on: June 13, 2021

Job Description:

Summary of Position:

The ITSM System Manager is responsible for building, enhancing, and maintaining Denali's ITSM platform (Cherwell) to meet complex business and customer needs and is accountable for the success of the service management technology products and services.

As the ITSM System Manager, you will work with Product Managers and other stakeholders to lead the evaluation of business requirements, technologies, features, and functions to meet Denali's strategic goals and customer needs. The ITSM system manager will provide both strategic and technical direction to the ITSM developers and analysts and will collaborate with key business stakeholders to ensure their proprieties and needs are addressed by the ITSM system work plans.

Essential Functions:

  • Management of ITSM platform (currently Cherwell)
  • Lead ITSM team including business analysts, system administrators, and programmers
  • Define, develop and socialize the platform's long-term strategy and tactical plans, evangelizing the vision throughout the organization
  • Coordinate ITSM platform activities with other IT / System activities to ensure a stable and cohesive technology ecosystem
  • Builds strong relationships across the organization to influence product roadmaps while managing functional and service-level agreements
  • Facilitate discussions with key stakeholders around trade-off decisions between investment, schedule, and customer benefit
  • Ensure day-to-day operations, tactical projects, and strategic initiatives are well managed by addressing dependencies, resource planning, resolving issues, and making informed decisions
  • Minimize risk by instituting and following appropriate ITIL, SOC, and related formal processes
  • Ensure team productivity and work quality while fostering an environment of collaboration and positive, proactive engagement
  • Responsible for analyzing data to justify product decisions and apply key learnings
  • Collaboratively and objectively assesses benefits, costs, and viability of proposed solution options and drives alignment across a diverse group of stakeholders
  • Diagnose production problems and proving technical, strategic, and procedural support to the company, as well as assisting in implementing a resolution
  • Provide direction to activities and assess system designs to ensure that solutions will perform satisfactorily
  • Develop system solutions by understanding and studying systems flows, data usage, and work processes
  • Issue technical bulletins to inform users of system changes


  • Ensures Accountability
  • Tech Savvy
  • Communicates Effectively
  • Values Differences
  • Customer Focus
  • Resourcefulness
  • Drives Results
  • Plans and Prioritizes
  • Decision Quality
  • Self-Development

Work Environment:

This job operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets, and fax machines.

Physical Demands:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

While performing the duties of this job, the employee in this position frequently communicates with other co-workers/clients who have inquiries about the various projects and other needs. Must be able to exchange accurate information in these situations. The employee must be able to remain in a stationary position 75% of the time. The employee in this position needs to occasionally move about inside the office to access file cabinets, office machinery, etc. Constantly operate a computer and office machinery such as a calculator, keyboard, copy machine, and printer. Frequently moves boxes with equipment weighing up to 25lbs across the building and/or to other offsite buildings for various project needs.

Required Education and Experience:

  • Bachelor's Degree
  • 10+ years of experience


  • Bachelor's degree in a technical discipline, or equivalent experience
  • 10+ years of industry experience in a technology environment with a record of successfully managing complex application systems
  • 5+ years leading technology teams including programmers, system administrators, and business analysts
  • 5+ years experience in application system administration, application configuration, and/or software programming for enterprise systems/platforms
  • 3+ years experience directly with ITSM systems ITSM Platforms (e.g., Cherwell, ServiceNow)
  • 3+ years of hands-on experience with implementing ITIL-based processes, with a strong understanding of asset management, support incident, change, and problem management process
  • Experience managing product delivery and software release in an agile environment
  • ITIL Certification a plus
  • Ability to work independently, make sound discretionary judgments, without close supervision once high-level goals are defined
  • Strong knowledge and demonstrated application of all facets of systems development lifecycle and technology operations
  • Strong experience in application configuration management, ideally in ITSM application systems / platforms
  • Working knowledge of Agile SCRUM solution design/development methodology and practices
  • Ability to leverage business knowledge, sound judgment, and resourcefulness to determine appropriate course of action in challenging, ambiguous situations
  • Strong written and verbal communication skills
  • Ability to engage with and present ideas to senior leadership. Provide key input to facilitate decision-making process
  • Proven experience as application systems administrator and systems manager
  • Experienced in analysis, implementation and evaluation of IT systems and their specifications
  • Excellent organizational and leadership skills
  • Proven ability to assess and mitigate risks
  • Must be able to interact with all aspects of our organization and needs to be proficient in verbal and written communication
  • Must be self-sufficient, foster the development of a high-performing team consistently delivering business value, transformative results, and exceptional operational practices

AAP/EEO Statement:

3MD Inc. is an equal opportunity employer and does not discriminate based on gender, sex, age, race and color, religion, marital status, national origin, disability, sexual orientation, gender identity or expression, veteran status, or any other category that is protected by applicable law.

Other Duties:

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.

Keywords: Denali Advanced Integration, Plano , ITSM System Manager, Other , Plano, Texas

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