1.

Title
ITSM BMC Administrator
Report to
ITSM Service Leader
General Job Profile
The position of ITSM BMC Administrator will be the primary contact for all administration aspects of the
ITSM BMC core solution. This administrators primary responsibility will be for configuring, customizing,
enhancing and supporting implementation and use of the BMC ITSM toolset.
Responsibilities
Manage employees and users information covering:
o Permission
o Support groups
o Notifications
o Staff and managers availability
o Integrations
o People information
Build Templates
Build all required reports and KPIs
Build all required Dashboards on BMC Dashboard product.
Build all required Reports and KPIs using BMC Analytics
Train managers on how to build their own reports
Build any required future workflows foe SEHA and all BEs
Work to reduce the future number of CRs
Supporting Asset Management covering:
o Build and maintain relationships between people and related CDs
o Build and maintain relationships between CIs
o Build and maintain BMC Remedy CMDB
o Manage and maintain BMC Discovery tool
o Manage and maintain CIs from other discovery instances
o Manage CIs from MCP into the BMC CMDB
Support build of the following process in SEHA
o Capacity Management
o Availability Management
o Event Management
o Continuity Management
Remedy Support & Upgrades
o Work with FDS to maintain most current Remedy version across all modules
o Patch Remedy system as needed
o Test new patches versions, and workflows
Support training for all roles
o End users
o IT Staff
o Chiefs, Directors, & Managers
Manage Service request management covering
Build and maintain all required service requests (End user requests, Service Catalogue,
Approvals)
Monitor all service requests and resolve any issues
Build and maintain all required relationships between service catalogue and end user
requests
Build and maintain any required or new services from other solutions
Key Skills
Prior Experience with BMC Remedy IT Service Management Suite
Knowledge of ITIL V3 Service Management
Ability of design high-level workflows, and analyze opportunities for automation (must be able
to correlate user requirements into a working solution)
5+ years experience in a role with a strong background in systems integration and datacenter
services
Ability to prioritize and manage a number of tasks simultaneously with minimal supervision
Excellent communication skills for both technical and business team communications
Post-Secondary education in IT field or relevant experience
Qualifications
Bachelors Degree / Diploma in related field
ITIL Foundations Certified (minimum)
Experience
Expert 10+ years; 5+ years in relevant role
















2.
Title
Microsoft System Center Orchestrator
Administrator
Report to
Team Leader
General Job Profile
The position of System Center Orchestrator will be the primary contact for all aspects of the Microsoft
System Center Orchestrator (SCORCH) core solution. This administrators primary responsibility will be
for configuring, customizing, enhancing and supporting implementation of SCORCH. SCORCH will be
used as the central integration and automation tools for Microsoft centralized IT solution. Integration is
required between the system center products, FIM and non-Microsoft products from vendors such as
BMC and Oracle.
A successful candidate will have experience designing and developing Orchestrator run books,
PowerShell scripting and automation code for datacenter scenarios.
Responsibilities
Configure and support System Center Orchestrator, including defining requirements for daily
monitoring, advanced tier troubleshooting and ongoing performance analysis
Provide ongoing System Center Orchestrator solution support including: Drive updates, function
deployment, and new capability exploitation
Collaborate with business leads to make designed solutions meet business needs
Ensure that the work required to successfully operate IT services has been identified and
described
Define and oversee execution of operational monitoring and maintenance tasks
Resolve incidents related to System Center Orchestrator that have been escalated to Tier 3
Support Analyst
Automate frequent IT operational activities and service requested using orchestrator run books
Provide framework for managing lifecycle of run books
Integrate Microsoft systems with solutions from BMC, HP, Oracle and other vendors leveraging
integration packs and custom code
Add new integration packs
Enhance existing run books
Write code based run books
Troubleshoot run books
Provide in depth knowledge transfer on System Center Orchestrator
Provide Management Information that identifies issues and opportunities to improve the
environment
Contribute items to the Knowledge Base or WIKI
Key Skills
Ability to design high-level workflows, and analyze opportunities for automation (must be able
to correlate user requirement into a working solutions)
Required Developer background, coding knowledge for (REST) based web services,
PowerShell and others
Experience in Microsoft System Center Orchestrator or Opalis Integration Server
Advanced skills in Systems Center Orchestrator 2012 administration
5+ years experience in a role with a strong background in systems integration and datacenter
services
Ability to prioritize and manage a number of tasks simultaneously with minimal supervision
Excellent communication skills for both technical and business team communications
Post-Secondary education in IT field or relevant experience
Excellent communication skills with the ability to work in a large user base and under pressure
Optional but valued skills:
Experience in other Orchestration tools such as HP Operations Orchestrator or BMC
Orchestrator Experience with System Center Operations Manager
Experience with System Center Configuration Manager
Experience with System Center Virtual Machine Manager (SCVMM)
Experience with System Center Service Manager
Experience with BMC Remedy IT Service Management Suite
Experience with Forefront identify Manager
Knowledge of ITIL V3 Service Management
Qualifications
Bachelors Degree / Diploma in related field
MCSE or MCDBA
Experience
Expert 10+ years; 5+ years in relevant role

















3.
Title
Microsoft System Center Service Manager
Administrator
Report to
Team Leader
General Job Profile
The position of System Center Service Manager Administrator will be the primary
contact for all aspects of the Microsoft System Center Service Manager (SCSM)
core solution. This administrators primary responsibility will be for configuring,
customizing and enhancing the implementation of SCSM. SCSM will be used as
the central for a fully automated and integrated Microsoft centralized IT
management solution including system center products such as SCCM, SCOM,
SCORCH, SCDPM AND SCFEP
Responsibilities
Configure, provide support and maintenance for the SCSM 2012 implementation
Provide advanced tier trouble shooting on going performance analysis where needed
SCSM application support including: Drive updates and function deployment
Service Manager reporting development including: development, standardization and
automation using SQL, EXCEL and SharePoint
Provide Management information that defines issues and opportunities to improve
Develop management reports and dashboards for resource management
Collaboration with business leaders to make designed solution and meet business needs
Maintain the consistency and health of the SCSM central CMDB
Configure and support SCSM including defining requirements for daily monitoring, advanced tier
trouble shooting and ongoing performance analysis
Performance Tuning of SCSM front end and data warehouse
Document standard processes and procedures
Provide in depth knowledge transfer on SCSM
Provide expert guidance and experience on backup and recovery procedures for SCSM
managers configuration and data
Create the configuration items and the associated CI relationships to build a CMDB using SCCM ,
SCSM and other solutions
Configure and extend the use of desired configuration management to enforce policy
compliance and governance
Provide in depth knowledge transfer on SCSM
Key Skills
Advanced experience with authoring and customization of SCSM and SCOM management packs
Advance working knowledge of report creation using data cubes
Knowledge of ITIL V3 Service Management
Knowledge of SCOM 2012 administration management
Knowledge of SCVMM 2012 admin
5 years experience in IT related work environment with strong background in Service
management
Ability to prioritize and manage a number of tasks simultaneously with minimal supervision
Excellent communication skills
Post-secondary education in IT field or relevant experience

Qualifications
Bachelors Degree/Diploma in related field
MCSE or MCDBA
Experience
Expert 10+ years; 5+ years in relevant role

4.

Title
Microsoft SharePoint Systems Administrator
Report to
Team Leader
General Job Profile
The SharePoint System Administrator will oversee and lead the ongoing architectural design,
development, customization, integration and migration of enterprise solutions involving collaboration,
portals and enterprise content management using office SharePoint server
Responsibilities
Fully manage, maintain and administer a complex multi farm Microsoft SharePoint 2013
environment (Arabic)
Provide senior technical leadership, mentorship and training on Sharepoint 2013
Participate and ensure all operational activities related to SharePoint are documented, tested
and completed within scheduled timeframe
Support and coordinate activities across the Database operations and security virtual teams to
identify, fix and provide information regarding resolution of vulnerabilities and incidents
Support development of plans processes and procedures that ensures a resilient infrastructure
that minimizes the risk of potential disruption to mission essential services
Provide input in the development, distribution, execution, testing and maintenance of the
Business continuity plans
Participate in multiple systems deployments, integration and migration projects
Install, configure and support IIS including daily monitoring, troubleshooting and performance
analysis
Provide user issues resolution and production support
Supports extensive SharePoint and infrastructure with deployment, maintenance, health and
performance monitoring
Mange access control, ensuring maintenance of configuration and system security
Builds Sharepoint environments including servers and farms
Performs disaster recovery operations as required
Strong understanding of Web Format ends, IIS, Windows server 2003/2008/2012, SQL.database
cluster
Configuring user authentication for applications
Facilitate net development team
Generate review and monitoring usage reports
Diagnose and troubleshoot problems with existing wed applications
Interact with users, production support and other project team members to understand the
business and technical requirements
Contribute items to knowledge base
Provide in depth knowledge transfer as needed
Key Skills
Experience in Microsoft SharePoint 2013 and content management serer in a large farm
environment
Understanding to how to use Sharepoint logging and SharePoint error logs lockup techniques
Experience in establishing trusted connections and shared services between farms
Monitor and mage the patching level of the farm and all servers in the farm
Understand how SQL server reporting services are integrated with the SharePoint
Designing and implementing SharePoint 2013 environments
Experience configuring and troubleshooting SharePoint search technologies
Strong working knowledge of SharePoint architecture patterns including all service applications
at scale
Well developed knowledge of solution architecture using SharePoint and related technologies
Knowledge of Sharepoint APIs and solution implementation best practices
Knowledge of current edition of SharePoint as well as previous versions
Hands on experience with SQL, IIS, Windows server
Experience with storage, network and server technologies related to SharePoint
Experience managing permissions
SQL server Basic Operation, tuning backup and recovery
ITIL Process AWARENESS
Proven analytical and problem solving abilities
Ability to effectively prioritize and execute tasks in a high pressure environment
Very strong customer service orientation

Qualifications
Bachelors Degree in Computer Science or related field or equivalent experience
Current certifications ( e.g. MCSD, MCP, MCITP) desirable but not essential
Experience
10+ years in relevant work experience required

5.
Title
IP Contact Center Specialist
Report to
IT Operations Manager
General Job Profile
The position of IPI Contact center specialist will be to act as a primary support for all assigned
centralized IPT solutions and contact centers across the SEHA Business Entities. The candidate should be
certified in IP contact center solutions. Candidate having CCIE Voice Certification with minimum 6-7
years of experience in Designing, Implementing, Managing and Supporting enterprise Cisco and CIC IPCC
Solutions is preferred
The roles primary responsibility will be for overseeing the system monitoring and control and ensuring
that the IPT Contact Center environment is running efficiently and in coordination with other IT
functions.
A successful candidate will also have experience in managing a team of technical resources, whilst
upholding service availability as prescribed in the SEHA service catalog and in addition , customer
satisfaction
Responsibilities
Maintain communication with functional managers and executive management to ensure
service based issues.
Provide direction, leadership and management of IPT service monitoring and control
Provide Management Information that highlights improvement opportunities for the service
Over see problem isolation, issue resolution and escalation management according to pre
defined protocols
Assist in the identification and escalation for all operational events relating to IPT/Contact
Center Solutions under his responsibility
Develop document, implement and maintain processes and procedures for the day to day
operations and the integration of new services
Monitor response time and efficiencies
Monitor the status of alerts, tickets and processes to ensure tasks are being completed timely
Communicate policy and procedural changes
Generate reports for management in regards to service availability, uptime, and adherence to
Standard Operating Procedures and SLAs etc.
Due to environment being a 24/7 operation, candidate may be required to be on call and/or
work various shifts such as weekends

Key Skills
3+ years supervising/managing a technical service team or service monitoring and contact
center
Experience in Designing, Implementing, Managing and Supporting enterprise Cisco and CIC IPCC
SOLUTION is preferred
Experience with IP switched/router/based networks
In depth knowledge of system integration
Excellent Customer Service and communication skills
Management experience in customer implementation, network operations, IP operations, IP
engineering and IP architecture fields
General troubleshooting knowledge of Cisco IPCC Solutions
Ability to prioritize and manage a number of tasks simultaneously with minimal supervision
Excellent working knowledge of Cisco Unified Communication Manager, Voice Gateways and IP
phones Implementation
Excellent working knowledge Cisco and ININ CIC IP Contact Center Solutions Implementation
and CRS Scripts
Implementing features like outbound for proactive customer contact, campaign tools, call
blending, LYRICall Desktop Automation
Working Knowledge of Integration with CCUCM, CRM, HIS System, IT help Desk System and third
party tools
Expert in the creation and provision of Real time and custom reporting
Provide system usability training to agents and supervisors
Implementation experience of call recording, screen recording. Speech analytics Voice
Recording.
Qualifications
Degree/Diploma in related field
CCIE Voice accredited
Certified in IP Contact Center Solutions
Experience
Expert 7+ years, 5+ years in relevant role