8116 - Midtown Office - 2220 W. Broad Street, Richmond, Virginia, 23220

　　CarMax, the way your career should be!

　　A CarMax Technology Service Management (CTSM) Engineer balances technical skills, business knowledge, troubleshooting expertise, and excellent soft skills. CarMax Technology Service Management is a great fit for those who are avid problem solvers and who enjoy working in fast-paced, dynamic environments. CTSM Analysts must be great communicators in order to meet both the technical and interpersonal needs of the role.

　　As a CTSM, you will be responsible for reviewing, managing and remediating existing production problems and to proactively identify trends and potential problems to remove system related errors impacting CarMax Technology. You would also recommend process improvement activities as it relates to problem management and would be responsible for the ownership and coordination of actions of these problems. You must have knowledge of business processes and systems to understand the impact of project decisions on business objectives and you must be able to manage multiple priorities and work independently to achieve team goals with minimal supervision.

　　A CarMax Technology Service Management (CTSM) Principal Engineer balances technical skills, business knowledge, troubleshooting expertise, and excellent soft skills. CarMax Technology Service Management is a great fit for those who are avid problem solvers and who enjoy working in fast-paced, dynamic environments. CTSM Engineers must be great communicators to meet both the technical and interpersonal needs of the role.

　　As a Service Management (CTSM) Principal Engineer, you need to know how to:

　　Interact directly with CarMax Technology leaders, managers, and key stakeholders to proactively communicate status on active Major Incidents or Problem tickets.

　　Partner with other CarMax Technology leaders and owners to ensure alignment and the consistent and effective delivery of ITSM processes to the organization.

　　Overall responsibility of day-to-day Change Management lifecycle, Major Incident Management lifecycle, and Problem Management lifecycle

　　Facilitates training for the organization in Major Incident, Change or Problem Management

　　Continual process improvement of the Change, Major Incident, and Problem Management functions

　　Acts as a Major Incident Manager during critical and major incidents and other broadly impacting events.

　　Publish Major Incident Management Reporting to Technology Management

　　Ensure necessary reports (RCAs, Post Incident Reports, etc.) are created to a high standard and delivered in a timely manner.

　　Identify focal points then lead causal analysis investigations to successfully identify the true root causes of problems that impact CarMax Technology as needed.

　　Develop and lead service improvement programs for chronic incidents.

　　Publish Problem Management reporting (Performance Metrics) to Technology Management

　　Track problem resolution tasks and document evidence of their completion

　　High-level knowledge of overall system infrastructure and applications

　　Develops and cultivates multi-functional partner relationships at all levels of the organization.

　　Participate in the Daily Change Advisory Board (CAB)

　　Review and assess Requests for Change (RFC) and ensure they are fully entered and closed out in accordance with CarMax protocol.

　　Publish Change Management Reports to Technology Management

　　Drives continuous improvements with technology teams from causal analysis investigation.

　　Coordinate business recovery exercises (Walk-throughs, Scenario Planning, RTO Objective setting, etc)

　　Participate in a 24x7 oncall for Major Incident Management, followed by business hour rotations as Problem Manager and Change Manager. Primary duties for each rotate on a weekly basis.

　　Audit ITIL processes for compliance and mitigate any deviance from the policy.

　　Partner with ServiceNow Platform Owner on changes to functionality that support the evolution of ITIL Best Practices

　　Behavioral & Leadership Competencies:

　　Excellent verbal and written communication skills; the ability to communicate clearly and confidently on conference calls, in meetings, via email, etc. at all levels of the organization is essential.

　　Strong analytic/diagnostic skills and attention to detail.

　　Customer focus and ownership - displays initiative and a proactive approach to work.

　　Highly organized presentation, negotiation, and customer service skills.

　　Demonstrated ability to lead and influence teams not under the candidate's direct control.

　　Creative thinker who challenges the status quo.

　　Fundamental experience with leading change, major incident, and problem processes.

　　Detailed knowledge of ServiceNow highly recommended

　　Operate the Major Incident Management Process, coordinating resolution activities as necessary.

　　Responsible for the development, ownership, and operation of the (MIM) process.

　　Regularly monitors the frequency, status, and speed of resolution of major incidents and makes proactive recommendations based on this analysis. Ensure optimal Mean Time to Resolution (MTTR).

　　Participate in all Post Incident Reviews, Major Incident Management (MIM), and Change Management calls and meetings.

　　Ensure Major Incident Management procedures are strongly adhered to and respond to escalations, ensuring resolution, recovery, document, and closure of Major Incidents.

　　Supports Continuous Service Improvement, undertaking regular analysis of major incidents and their root cause to help minimize re-occurrence, liaising with Service Owners and resolver groups as required.

　　Experience with Service Desk and Incident escalation and managing ITIL-defined problems based on those escalations.

　　Agree suitable remedies and provide oversight to ensure these are implemented, recorded, and communicated to relevant stakeholders to help avoid re-occurrence.

　　Work with the Technology Data & Reporting Analyst to analyze problems and identify trends on the resolution of problem targets in-line with SLAs.

　　Ensure existing problems and known errors in new systems and services are understood and managed per process through the transition into service operation.

　　Ensure agreed procedures are adhered to for Change and Problem Management, coordinating the timely response for RFCs to implement permanent resolutions, minimizing downtime to systems and services.

　　Regularly review Change, Major Incident, and Problem Management processes and recommend possible improvements utilizing appropriate tools.

　　Job Skills Required:

　　Bachelor’s degree, or equivalent relevant work experience

　　Has 10+ years of related work experience in the Technology field.

　　ITIL qualified; Shows strong understanding of Agile/Lean leadership principles.

　　Has strong and proven experience in running ITIL processes.

　　Demonstrates excellent written and verbal communication skills at all levels of contact and in a wide variety of situations.

　　Demonstrates strong administrative, reporting, and organizational skills; Has strong project delivery skills.

　　Demonstrates strong problem solving, collaboration, and conflict management skills.

　　Uses technical background and understanding to interpret technical issues for the business and sustain credibility with Technology.

　　Able to manage sensitive, and sometimes confidential information.

　　Has service delivery experience when the service is constructed of multiple sub-services provided by multiple suppliers. e.g. Cloud (public, private, & hybrid)

　　Able to champion change and support service provide teams through change; Able to think critically, challenge conventional thinking.

　　Has a passion for service improvement; Able to work under pressure and meet deadlines; Able to demonstrate a high degree of flexibility including shift and out of hours working.

　　Able to demonstrate initiative to manage and prioritize and tasks and time efficiently and a proactive approach to daily tasks.

　　Work Location And Arrangement

　　This role has the option to be based out of the Richmond, VA CarMax Technology Innovation Center, Atlanta CAF Office or the Dallas, TX Technology Hub and have a Hybrid work arrangement

　　Work Authorization:

　　Applicants must be currently authorized to work in the United States on a full-time basis.

　　Upon an applicant's request, CarMax will consider reasonable accommodation to complete the CarMax Job Application.