IT Service Delivery Engineer

Job Summary

This position helps ensure that MCNC’s Enterprise Applications are implemented and operated successfully on an ongoing basis. This includes (but is not limited to) implementing the service lifecycle for Enterprise IT services (strategy, design, transition, operation, and continuous improvement). This position will provide the opportunity to solve challenging business problems for internal and external customers by ensuring that MCNC’s IT services align with business objectives and operate successfully to maximize value for the organization.

Key Roles and Responsibilities

1. Facilitate the end-to-end delivery of Enterprise IT services, particularly Oracle NetSuite, ensuring they meet or exceed agreed service levels and customer expectations.
2. Implement defined Service Management processes and best practices for delivery of IT services.
3. Utilize design, development, and problem solving skills to integrate technology and build new solutions in support of MCNC's Enterprise IT systems and platforms, including NetSuite.
4. Work closely with Enterprise IT Process & Governance staff to represent the Service Delivery perspective in the definition and maintenance of Service Management processes and procedures.
5. Monitor and respond to key service health metrics to ensure Enterprise IT services operate successfully.
6. Manage and maintain productive relationships with key IT solution providers. This includes engagement with external vendors and solution providers.
7. Collaborate with key stakeholders to help design and implement new IT services and enhance existing services.
8. Take initiative to recognize the need or opportunity for improvements or additions to existing tools, applications, platforms, and services.
9. Conduct research, design, develop, implement, and maintain technical solutions and processes for MCNC's Enterprise IT services portfolio. This includes:
   1. Work with internal and external entities to help plan, design and build new services in support of various operational and customer needs
   2. Build and maintain software solutions
   3. Evaluate, install, and test third-party tools to fill specific needs
   4. Monitor security status and apply security and feature updates as needed

Flexible Roles and Responsibilities

1. N/A

Qualifications and Education Requirements

1. Bachelor's Degree in Computer Science, Information Systems, Engineering (or related field), or equivalent combination of education and experience.
2. 3 - 5 years of relevant experience or equivalent combination of education and experience.
3. Demonstrated experience in IT service delivery, service management, application management, or other related fields.
4. Demonstrated experience implementing and supporting Enterprise IT systems and services for areas including IT Service Management, ERP, CRM, Accounting / Finance, etc.
5. Demonstrated Software or System life cycle experience – planning, design, mockups, implementation, testing, documentation, deployment, training and maintenance/support.
6. Demonstrated experience in a hands-on systems administration / technology integration role.
7. Ability to manage multiple projects simultaneously.
8. Ability to effectively bridge technical and non-technical tasks.
9. Ability to communicate technical subjects clearly to both technical and non-technical audiences.
10. Ability to effectively work as a member of a team.
11. Candidate must demonstrate the following characteristics:

1. Interface well with customers, professional service staff and other non-technical members of organizations
2. Excellent interpersonal, oral, and written communication skills
3. Demonstrate strong analytical and problem solving skills
4. Have aptitude for learning new technologies
5. Possess good project execution and documentation skills
6. Clear communicator that works well collaboratively in a team environment

12. While the work location for this position may be primarily remote, occasional travel to and work from our Research Triangle Park, NC location will be required.

Preferred Qualifications/Specialties

1. Experience developing and implementing custom solutions for enterprise systems / platforms such as ServiceNow, NetSuite, Boomi, Google Workspace, etc.
2. Demonstrated proficiency in/with one or more of the following programming languages/technologies: Python, JavaScript, PHP, SQL, etc.Demonstrated experience in a hands-on systems administration / technology integration role.
3. Working knowledge of User Experience (UX) principles.

Disclaimer: The above statements are intended to describe the general nature and level of work performed by employees assigned to this classification. They are not intended to be construed as an exhaustive list of all responsibilities, duties and skills required of personnel so classified.

MCNC is an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability status, protected veteran status or any other characteristic protected by law.