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IT Software engineer - Systems Management Analyst
Horsham, Pennsylvania  |  Onsite
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Applied on January 25, 2022
Job Id #52803 Posted December 16, 2021

Projects the candidate will be working on:

This position is a member of a team that provides 24/7 on-call rotational support for critical business issues for a Call Center of up to 2200 agents:

  • Maintains focus on restoring service when an incident occurs.
  • Gathers and Communicates possible workarounds and alternatives to maintain business continuity.
  • Empathizes and Advocates from the Customers viewpoint.
  • Provides oversight and support for Continuous Improvement activities identified as a result of issues, new ideas and suggestions.
  • Maintains service continuity by reviewing and approving all IT changes that could impact call center operations.
  • Provides clear and timely communication to internal operations, external business partners and IT Senior Management.

Ideal Background:

  • Bachelors Degree preferred in an Information Technology, business related field.
  • Must be willing and able to participate in the 24/7 on-call rotation.
  • A few years of experience in a support role with a complex, interdependent environment doing troubleshooting, analysis, and communicating to multiple levels of support.
  • Ability to drive solutions through collaboration with multiple departments to solve problems impacting the business.
  • Familiar with and educated in the ITIL processes and ServiceNow.
  • Customer experience focused with leadership experience with excellent oral and written communication skills.
  • Liaison between the business and IT. Familiarity with reporting and analysis using excel and various other tools


  • Would like to see experience with (if possible) ServiceNow, Genesys, Splunk, Sharepoint.

Top Requirements:

  • Excellent oral and written communication
  • Ability and willingness to influence others, navigate the system complexities and drive solutions
  • Familiarity with ITIL processes

Team and Team size:

  • Part of a team
  • Service Management Team members provide 24/7 on-call rotation support for critical incidents.
  • Three Service Managers collaborate with a team of Agent Advocates.
  • Service Managers support established ITIL processes (Incident, Problem and Change Management).

Top Responsibilities:

  • Consistently deliver incredible customer service experiences by offering knowledge, advice, and answering questions and concerns through clear communications and relationships with our business partners.
  • Facilitate the troubleshooting of high severity incidents to improve service availability and continuity.
  • Manage the processes for all change into the production environments including local application, corporate IT and external business partners.
  • Provide reporting and analysis of system availability and incident trending.
  • Innovate and work with the team to develop efficient and effective problem management and service improvement plans.
  • Coordinates Pilot testing, troubleshooting, support, and service for equipment and networks when necessary.
  • Ensure team follows best practices and maintain service level agreements.


  • ServiceNow experience
  • Good oral and written communication
  • Willingness to ask relevant questions
  • Ability to influence others to maintain focus - restore service
  • Some Technical knowledge
  • Customer experience focus

Nice to have:

  • Rally, Oracle experience

Additional Details:

  • The candidate does not need to have been a manager. They should have experience leading projects and units of work. Managing and coordinating projects through the project life cycle.
  • The candidate will not be reading through logs.
  • They should have an IT background to know what types of tools and analysis approaches are available to address and debug issues.
  • They will be acting as the liaison between the business and IT focusing on the customer experience.

Horizontal is proud to be an Equal Opportunity and Affirmative Action Employer. We seek to provide employment opportunities to talented, qualified candidates regardless of race, color, sex/gender including gender identity and/or expression, national origin, religion, sexual orientation, disability, marital status, citizen status, veteran status, or any other protected classification under federal, state or local law.

In addition, Horizontal will provide reasonable accommodations for qualified individuals with disabilities. If you need to request a reasonable accommodation in order to complete the application or interview process, please contact

All applicants applying must be legally authorized to work in the country of employment.


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You are considered to have a disability if you have a physical or mental impairment or medical condition that substantially limits a major life activity, or if you have a history or record of such an impairment or medical condition.

Horizontal is proud to be an Equal Employment Opportunity/Affirmative Action Employer providing a drug-free workplace.


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