We are seeking a Technical Services Consultant specializing in CA Service Management (CA SM) to join our ITSM consulting team. The role requires in-depth knowledge of CA Service Management (formerly known as CA Service Desk Manager) to assist clients in implementing, optimizing, and troubleshooting CA SM solutions. The ideal candidate will have strong consulting, technical, and problem-solving skills, with a deep understanding of IT service management frameworks and processes like ITIL.
Skills and Experience
What you’ll do:
- Provide expert guidance and technical consulting services in the design, configuration, and implementation of CA Service Management solutions for clients.
- Customize and tailor CA Service Desk Manager (CA SDM), CA Service Catalog, and other modules based on client needs.
- Work with clients to gather requirements, design technical solutions, and develop implementation plans.
- Troubleshoot and resolve complex technical issues related to CA SM, ensuring timely resolution and minimal client downtime.
- Perform system integrations with third-party applications and tools, ensuring compatibility and seamless operation.
- Provide detailed technical documentation, user guides, and runbooks for clients.
- Conduct client training sessions and knowledge transfer on CA Service Management products and best practices.
- Collaborate with cross-functional teams (development, QA, operations) to ensure smooth project delivery and ongoing support.
- Stay up to date with new CA Service Management features and updates and advise clients on enhancements and upgrades.
- Provide post-implementation support and technical troubleshooting.
- Ensure that all solutions align with ITIL practices and the client's business goals.
Your expertise:
- 3-5 years of experience in a technical consulting role related to CA Service Management or other ITSM solutions.
- 3+ years of experience working with CA Service Management (CA SM), including configuration, implementation, and troubleshooting.
- Strong knowledge of CA Service Desk Manager (SDM), CA Service Catalog, and CA Asset Portfolio Management.
- Proficiency in integrating CA Service Management with third-party systems (e.g., Active Directory, LDAP, email, and monitoring tools).
- Familiarity with ITIL processes (e.g., incident, problem, change management) and best practices.
- Ability to write and debug SQL queries for custom reporting and data manipulation.
- Hands-on experience with REST/SOAP APIs for systems integration.
- Strong analytical and troubleshooting skills, with the ability to resolve complex technical issues independently.
- Excellent communication and interpersonal skills, with the ability to interact effectively with both technical and non-technical stakeholders.
- Nice-to-Have Skills:
- ITIL Certification (Foundation or higher) is a plus.
- Familiarity with other ITSM platforms (e.g., ServiceNow, BMC Remedy) to provide comparative insights and migration support.
- Knowledge of DevOps tools and automation platforms.
- Experience with cloud-based deployments and managing CA Service Management in cloud environments.
- Previous experience working in an Agile project management framework.
Qualifications:
- Bachelor's degree in Computer Science, Information Technology, Engineering, or a related field (or equivalent work experience).
Other
Other information applicable to the opportunity:
Why work for us?
Want to work for an organization that solves complex real-world problems with innovative software solutions? At iOCO, we believe anything is possible with modern technology, software, and development expertise. We are continuously pushing the boundaries of innovative solutions across multiple industries using an array of technologies.
You will be part of a consultancy, working with some of the most knowledgeable minds in the industry on interesting solutions across different business domains.
Our culture of continuous learning will ensure that you will have all the opportunities, tools, and support to hone and grow your craft.
By joining IOCO you will have an open invitation to developer inspiring forums. A place where you will be able to connect and learn from and with your peers by sharing ideas, experiences, practices, and solutions.
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