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ITSM Systems Engineer II - NNMI

Phoenix, AZ, USA

Job Type


Essential Duties and Responsibilities:

  • Collaborates with other technology teams across the enterprise, i.e. application, database, server, storage, network, security, NOC, etc. to develop effective monitoring solutions and implement automation where needed.

  • Ensures stable performance through continuous performance monitoring and tuning.

  • Ensures network monitoring servers and software (Microfocus Network Node Manager) platforms are maintained and can quickly detect, diagnose, and resolve network performance problems and outages.

  • Generate, assess, and improve alerting with a focus on proactive alerting and self-healing.

  • Support the Network Operations Center (NOC). The NNMi tool monitors all network devices. NNMi is a critical application that must be administered and maintained with the mindset of uptime. Company stores are connected using Wide Area Networking. These WAN circuits are critical to store sales and operations.

  • The candidate is responsible for maintaining and patching the NNMi Application and associated iSPI applications.

  • Patching of the servers and maintaining the HA configuration.

  • Develops dashboards utilized by business partners and IT customers

  • Monitors event activity and performance regarding servers, networks, security, Configuration Management Database (CMDB) and applications

  • Provides day-to-day support, maintenance and troubleshooting of supported tools

  • Ensures the availability, performance, and security of supported tools

  • Verifies integrity of monitoring and discovery services; communicates process with stake holders and to ensures knowledge transfer is current, useable, and understood by both technical and non-technical users

  • Prepares intake documents (turnover documents).

  • Ensures recommendations are supported and implemented

  • Works with Business Systems Management (BSM) team and appropriate stake holders to support MicroFocus Application Performance Management and discovery products

  • Monitoring Configurations

  • Auto-discovery of devices for new store devices

  • Node groups and Interface groups

  • Monitoring of remote data center and remotely located equipment

  • Develops dashboards utilized by business partners and IT customers

  • Create training materials and train the Service Desk and NOC personnel

  • Inventory of devices in NNMi

  • Configuring reports

  • Review critical devices and notify appropriate team(s)

  • Have a thorough understanding of Critical systems

  • Installs and/or upgrades existing applications following best business practices and Company procedures

  • Participates in Business Continuity planning, testing and execution

  • Analyzes and identifies trends with a focus on Continuous Strategic Improvement (CSI) and leads initiatives

  • Keeps abreast of industry advancements and industry best practices


  • This position requires a Bachelor’s degree in Computer Science or related field or or equivalent work experience.

  • ITIL Foundation Level certification preferred.

  • Certified in at least one monitoring or discovery tool. MicroFocus tool certification preferred.

  • This position requires a minimum of 3 years direct or related experience working as an Micro Focus monitoring and/or discovery tool administrator or with other similar tools.

  • Network experience of 3+ years preferred

  • Demonstrated knowledge of Micro Focus Business Service Management (BSM), Micro Focus Sitescope, Micro Focus Operations Manager (Omi/Omw), Micro Focus Network Node Manager (NNMi), and DynaTrace as well as demonstrated understanding of additional discovery tools such as: Micro Focus Universal Configuration Management Database (uCMDB) and Micro Focus Discovery and Dependency Mapping (DDM) toolsets.

  • Ability to create and implement innovative reporting.

  • Requires experience with at least one scripting language such as Java, VB, Python, Perl, WSH o Groovy.

  • Prefer experience with discovery methods such as: SNMP, SSH, WMI and NTCMD..

  • Demonstrated analytical problem solving skills and technical analysis skills; exceptional interpersonal and written communication skills.

  • Ability to perform multiple tasks concurrently, while making timely and sound decisions, working efficiently in a fast paced environment, and working independently.

  • Retail experience preferred.

  • Maintaining confidentiality, treating others with respect and upholding Company values are key attributes.


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