Eaton Careers

IT Service Management Specialist

Cleveland, Ohio
Information Technology


Job Description

Eaton has an opening for an IT Service Management Specialist in our Information Platform Architecture Center of Excellence (IPACOE). This role may work remotely.  The IT Service Management Specialist will be based at any Eaton facility in the US. No relocation is being offered for this position. If the candidate resides within 50 miles of Beachwood, Ohio, the candidate must work at that site. If the candidate resides more than 50 miles away from Beachwood, Ohio, Candidate will work from a remote approved home office or another Eaton facility.
The IT Service Management Solution Architect’s primary responsibility is to design, construct and deliver solutions to address business needs, leveraging standard principles and patterns. 
Key Responsibilities:
  • Drive solution architecture, ensure technical alignment and facilitate technical solution delivery
  • Plan for future-state technology and IT program deployments
  • Develop, communicate, and deploy architecture processes
  • Drive the application of emerging technologies to current Eaton environments
  • Accountable for maintaining high levels of solution performance, availability and capacity, demonstrating a commitment to quality.
  • Works within Eaton's IT Organization to influence the direction of key technical elements of the solution environment
  • Support and Execute on Strategic Planning process
Responsibilities include solution design, migrations, configuration and upgrade of ITSM software.  Functions include defining requirements, analysis of local and global processes, design and development of best solutions, testing and change management, deployment and audit of projects through the use of Eaton’s Project Management Methodologies.  Coordinate and lead communication, tasks,  and work streams associated with projects.
The IT Service Management Specialist, will evaluate, propose, and recommend alternative solutions to solve business problems in support of operational key strategies.
Essential functions include, but are not limited to:
  • Involves working in a highly matrixed organization spanning domestic and international locations.
  • Responsible for process, standards, governance and performance of the shared structures and technical environments.
  • Ability to access and evaluate products/vendors
  • Has a good understanding of the technical platforms, applications, and tools currently utilized at Eaton
  • Ability to drive projects with broad scope of deployment, including sector and/or region
  • Drives decisions and deliverables within team
  • Ability to work on multiple modules/component designs
  • Has knowledge of project management methodology and tools. Consults with the governance team to help develop, define, and prioritize work and project requests.
  • Participates in management and design of security and architectural models for complex projects
  • Provide proactive direction ensuring a stable and scalable solution
  • Collaborate with business and development teams to drive robust testing methodologies
  • Work within operational and performance metrics to drive continuous improvement.


Basic Qualifications:
  • Minimum of 4 years of IT experience in IT Service Management tools and processes is required
  • Bachelor’s degree from an accredited institution is required
  • Must be legally authorized to work in the United States without company sponsorship
 Position Criteria:
  • Strong knowledge of IT Infrastructure Library (ITIL) concepts
  • BMC Remedy Development and Administration experience
  • Experience with BMC Analytics, Crystal Reports, Business Objects or similar reporting tools/ development
  • Knowledge of BMC Remedy ARS 7.x platform or 8.x platform
  • Knowledge of BMC Remedy ITSM Suite 7.x. or 8.x
  • Knowledge of Eclipse, Perl, Shell, and other scripting automation languages
  • Knowledge of SQL
  • Familiarity with Incident/Problem Management, Change Management, Asset & Configuration Management, SDLC, and Development Operations processes in an enterprise environment
  • Troubleshooting, diagnostic and performance analysis skills
  • Knowledge of ITIL Foundation (v3 or greater)
  • A solid understanding and experience with ITIL (Information Technology Infrastructure Library) and/or certification, specifically as it relates to Incident, Change, Problem, Asset, Release and Configuration Management within Service Support and Service Delivery considered a plus
  • Strong analytical,  problem-solving, and conceptual skills, including knowledge of analytical tools
 Preferred Qualifications:
  • Experience with multiple ITSM tools
    • ServiceNow experience is a plus
    • BMC Remedy upgrade experience is a plus (Remedy 7-8 to Remedy 9) is a plus

We make what matters work. Everywhere you look—from the technology and machinery that surrounds us, to the critical services and infrastructure that we depend on every day—you’ll find one thing in common. It all relies on power. That’s why Eaton is dedicated to improving people’s lives and the environment with power management technologies that are more reliable, efficient, safe and sustainable. Because this is what matters. We are confident we can deliver on this promise because of the attributes that our employees embody. We’re ethical, passionate, accountable, efficient, transparent and we’re committed to learning. These values enable us to tackle some of the toughest challenges on the planet, never losing sight of what matters.

Job: Information Technology

Region: North America – US/Puerto Rico
Organization: Corporate Sector

Job Level: Individual Contributor
Schedule: Full-time
Is remote work (i.e. working from home or another Eaton facility) allowed for this position?: Yes
Does this position offer relocation?: No
Travel: Yes, 10 % of the Time

Requisition ID: 045093