Dynatrace
Dynatrace enables flawless and secure digital interactions.
Waltham , MA
Hybrid

Application Development Engineer - ITSM

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The primary objective of this role is to ensure our internal ITSM is fully delivering maximum value to the Dynatrace organization worldwide.

 

The role is responsible for making sure that all required operational processes are implemented within the ITSM timely and effectively. Additionally, that the ITSM road map is proactively managed and continues to meet with the organization requirements. This includes active communication and agreement by the business, with focus on scalability and automation.

 

The role will be responsible for ensuring that that workflows, processes, and reporting are fully operational and meet with SOX, GDPR and other legal requirements.

 

The role requires regular meetings with senior and key members of the business. Excellent communication, application, and process understanding is essential to ensure the successful applicant and the EDE department, work as effective partners to the business.

 

The role will also be responsible for ensuring all ITSM application issues and day-to-day ITSM support issues are resolved swiftly either in house or in collaboration with the vendor and that the deployment of new ITSM services are well managed and communicated to ensure minimal disruption to the business.

 

The ability to work within a global team is imperative. Experience working internationally is highly desirable. The ability to work within, and contribute to, global procedures and practices is important. Being self-motivated and results oriented is imperative, due to remote management however there will be local teaming.

 

This role is critical for the delivery, adoption, and ITSM maturity road map across the global Dynatrace organization.

 

This role may also be asked to participate in IT service requests or other EDE IT projects, as needed.

Qualifications/Skills:

  • High levels of experience with the FreshDesk suite especially FreshService and FreshChat.
  • Excellent API knowledge
  • Good knowledge of reporting applications / Power BI.
  • Strong Understanding of Process management and ITSM workflow
  • Experience in maintaining the ITSM instance in multiple disciplines including Service Catalog workflow, Problem and Change management.
  • Good CSS knowledge
  • ITSM deployment experience
  • Process development experience
  • Excellent interpersonal and communication skills with strong customer-service orientation
  • Strong communications skills; written, in person and remotely on the phone
  • Strong technical aptitude and the ability to learn new skills quickly and research for solutions independently
  • Reliable and punctual; dependable and able to work with minimal supervision
  • Willingness to work a flexible schedule with occasional work out of hours
  • Ability to work within standard operating procedures and contribute to the development of these procedures
  • 5+ years industry experience preferred
  • ITIL Certified preferred
  • College degree preferred

 

 

Dynatrace provides software intelligence to simplify cloud complexity and accelerate digital transformation. With automatic and intelligent observability at scale, our all-in-one platform delivers precise answers about the performance and security of applications, the underlying infrastructure, and the experience of all users to enable organizations to innovate faster, collaborate more efficiently, and deliver more value with dramatically less effort. That’s why many of the world’s largest organizations trust Dynatrace®️ to modernize and automate cloud operations, release better software faster, and deliver unrivalled digital experiences.

 

We offer competitive compensation, company-sponsored premium benefits, medical, dental, vacation/holidays, company matching 401(k) Plan, etc. Dynatrace is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, sex, color, gender identity, religion, national origin, ancestry, citizenship, physical abilities, age, sexual orientation, creed, disability status, veteran status, pregnancy, genetic status, or any other characteristic protected by law. If your disability makes it difficult for you to use this site, please contact [email protected]. Dynatrace participates in E-Verify, participant information in English and Spanish. Right to work information in English and Spanish. EEO is the Law/EEO is the Law Supplement. To be considered for this position, please upload your resume/CV.

 

Dynatrace requires all US employees to be fully vaccinated against COVID-19 two weeks prior to their start date, and to provide verification via the Clear app. Requests for exemptions, must be reviewed and approved prior to commencing employment. If this requirement is not met, your employment will not commence.

 

Note to Recruiters and Placement Agencies: Dynatrace LLC (Dynatrace) does not accept unsolicited agency resumes. Please do not forward unsolicited agency resumes to our website or to any Dynatrace employee. Dynatrace will not pay fees to any third party agency or firm and will not be responsible for any agency fees associated with unsolicited resumes. Unsolicited resumes received will be considered property of Dynatrace.

 

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What are Dynatrace Perks + Benefits

Dynatrace Benefits Overview

Being a leader in the market doesn’t mean it’s all work and no play. At Dynatrace, our employees take their jobs seriously but also like to have fun. While at work, we encourage you to take a break and enjoy a game of ping-pong, have a cup of coffee or go to the gym. Work flexibility is important at Dynatrace, we are investing in your growth and happiness! Dynatrace provides a comprehensive benefit plan that allows employees to select benefits that fit their personal needs and stay competitive in the market place.

Culture
Volunteer in local community
Open door policy
Open office floor plan
Employee resource groups
Remote work program
Diversity
Mandated unconscious bias training
Diversity employee resource groups
Hiring practices that promote diversity
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability insurance
Dental insurance
Vision insurance
Health insurance
Life insurance
Pet insurance
Wellness programs
Mental health benefits
Wellness days
Financial & Retirement
401(K)
401(K) matching
Company equity
Employee stock purchase plan
Performance bonus
Child Care & Parental Leave Benefits
Family medical leave
Adoption Assistance
Vacation & Time Off Benefits
Generous PTO
Paid volunteer time
Sabbatical
Paid holidays
Paid sick days
Office Perks
Commuter benefits
Company-sponsored outings
Free snacks and drinks
Company-sponsored happy hours
Fitness stipend
Home-office stipend for remote employees
Onsite gym
Professional Development Benefits
Tuition reimbursement
Lunch and learns
Promote from within
Online course subscriptions available
Customized development tracks

Additional Perks + Benefits

Our values
We keep things simple. Common sense has guided our journey and enabled us to grow and excel. As we’ve developed, we've identified three pillars that define and embody our culture:

Innovate with Passion
We build innovative solutions and creative approaches to our business across all functions to benefit our stakeholders. Our passion is fueled by our profound curiosity, inspiration, and desire to drive positive change.

Engage with Purpose
We aspire to fulfill our mission by committing to excellence and delivering meaningful customer value. We collaborate and communicate effectively to reach our shared goals and aid our customers in achieving their objectives. We listen with empathy, encourage diverse perspectives, act with kindness, and foster an environment where every Dynatracer can have an impact.

Win with Integrity
We deliver results through honesty, transparency, and accountability. We compete with tenacity while upholding the highest ethical standards and respect for our customers, partners, and colleagues. We constantly learn from feedback, celebrate with humility, and strive for excellence.

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