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ENGINEER – ITSM ADMIN/INTEGRATION

| West Suburbs

OUR STORY:

Ulta Beauty is the largest specialty beauty retailer in the United States and the place for the true beauty enthusiast who gets butterflies as she shops for beauty and experiments throughout our store. We are the only one to provide our guests prestige, mass and salon products and services under one roof – All Things Beauty, All in One Place™. We put our guests at the center of all we do, committing to offer her unrivaled ways to be beautiful in an environment that provides the thrill of exploration and delight of discovery.

 

POSITION SUMMARY:

The Sr. IT Application Engineer plays a critical role in engineering, design, configuration, maintenance, troubleshooting and implementation of the ITSM and related tools in our highly collaborative and fast paced environment. They are responsible for documents, and support the ITSM tools, while supporting ITSM Processes and Functions in a highly dynamic and fast paced environment.  This position works closely with cross-functional teams to understand their business needs and translate them into functional/technical requirements.  They suggest innovative solutions to leverage technology to provide dynamic and efficient tools.  The Sr. Application Engineer leads and/or participates in development, implementation and integration activities of the ITSM and related Tools and Processes.

 

RESPONSIBILITIES:

  • Administer, maintain, enhance, and implements strategic and complex solutions as they adhere to our ITSM/ ITIL processes and application.
  • Build, test and apply enhancements and upgrades within test and production environments.
  • Resolve ITSM support issues and coordinates vendor escalation.
  • Provide proactive recommendations to maximize system usability and availability.
  • Perform ITSM implementation tasks including, but not limited to: requirements gathering, solution design, configuration, integration, and testing.
  • Develop, administer and maintain integrations (process and system) and automation between ITSM and dependent systems/applications – fully utilizing the platform’s workflow capabilities.
  • Partner with vendors on product enhancements and system upgrades to assure system optimization and project completion.
  • Monitor health, usage, system logs and overall compliance of the application.
  • Create custom solutions, dashboards, analyze and distribute reporting data regarding service level commitments for Business and IT service owners’.
  • Collaborate with key stakeholders to identify and refine customer requirements to build new, or improve existing, ITSM workflows.
  • Advance adoption of ITIL practices by facilitating implementation.
  • Define, develop, and manage SLAs, OLAs, KPIS, dashboards, reports, metrics, for ITSM processes, scorecards, and performance plans identifying trends, process improvement opportunities, automation and aligning with the business needs.
  • Analyze, design, maintain, audit, integrate, and promote service management processes such as Incident, Problem, Change, Knowledge and Configuration Management (CMDB), research and present best practices using ITIL as a guiding framework. Drive for continuous improvements and ensure teams are following the processes.
  • Write or revise program documentation, operations documentation, user guides and training manuals for ULTA’s ITSM tool and assist in training Ulta Associates.
  • Perform other duties as assigned.

 

CORE JOB RESPONSIBILITIES:

  • Application Support - Assists in the investigation and resolution of issues relating to mobile native applications. Assists with specified procedures.
  • Programming/Software Development - Carries out the design, testing, and documentation moderately complex programs and scripts from agreed specifications and subsequent iterations, using agreed standards and tools. Collaborates in reviews of specifications, with others as appropriate.
  • Requirements Definition & Management - Uses established techniques as directed to identify current problems and elicit, specify and document business functional, data and non-functional requirements.
  • Systems Integration: Defines the integration build and produces a build definition for generation of the software. Liaises with software developers, and creates software builds for loading onto the target hardware from software source code.
  • Project Management: Defines, documents and carries out small projects. Carries out project approach with stakeholders, and prepares realistic plans (including quality, risk and communications plans) and documents activities against the project schedule, liaising with stakeholders as appropriate.
  • Business Process Improvement: Analyzes business processes; identifies alternative solutions, documents feasibility, and recommends new approaches. Contributes to evaluating the factors which must be addressed in the change program. Helps establish requirements for the implementation of changes in the business process.
  • Capacity Planning: Develops and maintains standards and procedures for service component capacity management. Pro-actively reviews information in conjunction with service level agreements to identify any capacity issues and specifies any required changes. 
  • Customer Service Support: Liaises as the routine contact point, receiving and handling requests for support. Contributes to creation of support documentation.
  • Availability Management: Provides advice, assistance and leadership associated with the planning, design and improvement of service and component availability, including the investigation and remediation of all SLA breaches.  Plans arrangements for disaster recovery together with supporting processes and manages the testing of such plans.
  • Incident Management: Undertakes the identification, registration and categorization of incidents.  Gathers information to enable incident resolution and promptly escalates incidents as appropriate. Maintains records and advises relevant persons of actions taken.
  • Innovation: Manages, monitors, and seeks opportunities, new methods, trends, capabilities and products to the advancement of the organization. Clearly articulates, and formally reports potential benefits from both structural and incremental change. Promotes and motivates colleagues to share creative ideas and learn from failures.
  • Service Acceptance: Engages with technical design, service owners, and/or PMO to ensure correct products are produced, in a timely fashion.  Assesses the quality of project outputs against agreed service acceptance criteria.
  • Testing: Documents requirements and specifications, and defines test conditions. Assists with identifying test cases and test scripts under own direction, mapping back to requirements. Documents test activities and results. Assists with the identification and reporting of issues and risks.

Requirements

REQUIREMENTS FOR CONSIDERATION:

  • Bachelor’s degree in Computer Science, a related field, or applicable work experience
  • 3+ years of progressive IT application engineering experience,
  • Technical support with knowledge and ability to implement (but not limited to) Incident Management, Problem Management, Change Management, CMDB
  • Must be proactive, self-directed, organized, detail oriented, and able to assimilate information quickly
  • Experience developing and implementing (but not limited), Workflows, Forms, Views, One-Steps, Expressions, Conditions, Approval Processes Web Services, Business Rules, APIs, Portals.
  • Prefer experience designing, upgrading, developing, testing, implementing and maintaining Cherwell 9.5 or other ITSM tools
  • Ability to devise or modify procedures to solve business problems using good information technology techniques, keeping in mind the capacity and limitations of the hardware/software, system response time, and form of desired results
  • Strong experience in analytical, ability to diagnose application software and hardware problems, group facilitation, relationship management, problem solving, ability to conceptualize solutions to business problems in the most effective and cost efficient manner
  • Strong team player with proven experience to lead collaborate effectively with other IT and Business Teams
  • Excellent communication skills; feels comfortable working with non-technical business partners
  • Able to follow-up, follow through and deliver quality and timely results
  • Able to prioritize workloads and adjust schedule to meet deadlines
  • Solid knowledge of industry best practices and technical systems
  • Off-Hours support including 24x7 on-call required
  • Minimal travel required (training/conferences)
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Technology we use

  • Engineering
  • Product
  • Sales & Marketing
    • .NETLanguages
    • C#Languages
    • C++Languages
    • JavaLanguages
    • JavascriptLanguages
    • PerlLanguages
    • PHPLanguages
    • PythonLanguages
    • RLanguages
    • SqlLanguages
    • SwiftLanguages
    • jQueryLibraries
    • jQuery UILibraries
    • ReactLibraries
    • AngularJSFrameworks
    • ASP.NETFrameworks
    • Backbone.jsFrameworks
    • DjangoFrameworks
    • ExpressFrameworks
    • JSFFrameworks
    • Node.jsFrameworks
    • SparkFrameworks
    • SpringFrameworks
    • TensorFlowFrameworks
    • AccessDatabases
    • Microsoft SQL ServerDatabases
    • MongoDBDatabases
    • MySQLDatabases
    • Neo4jDatabases
    • OracleDatabases
    • PostgreSQLDatabases
    • RedisDatabases
    • SAP HANADatabases
    • AxureDesign
    • InVisionDesign
    • PhotoshopDesign
    • SketchDesign
    • ConfluenceManagement
    • JIRAManagement
    • Microsoft ProjectManagement
    • SmartsheetManagement
    • MailChimpEmail

Location

Our satellite campus is in Chicago at 120 S. Riverside Plaza with 100 workstations & conference rooms which associates can reserve.

What are Ulta Beauty Perks + Benefits

Ulta Beauty Benefits Overview

Being rewarded for your hard work never goes out of style. With a number of options to choose from, you can select benefits that meet the needs of you and your family. And benefits begin on your first day of active employment.

In addition to the competitive benefits outlined, we also have a generous Associate Discount of 25% off on retail products and 50% off on salon services.

Culture
Volunteer in local community
Ulta Beauty partners with After School Matters and Skills for Chicagoland's Future.
Partners with Nonprofits
Ulta Beauty is proud to partner with the Breast Cancer Research Foundation, Dress for Success and Save the Children through the Ulta Beauty Charitable Foundation.
Intracompany committees
Ulta Beauty has a variety of Corporate Associate groups, such as the Ulta Green Group.
Open door policy
Team owned deliverables
Open office floor plan
Diversity
Highly diverse management team
Ulta Beauty is committed to ensuring our "Champion Diversity" value and "Inclusion" competency are part of who we are and the decisions we make.
Someone's primary function is managing the company's diversity and inclusion initiatives
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Ulta Beauty associates can contribute up to the IRS limits of $2,625 annually to their Health Care FSA and up to $5,000 to their Dependent Care FSA.
Disability Insurance
Ulta Beauty provides all benefit-eligible associates with company paid short-term disability and long-term disability insurance. Associates may also purchase supplemental AD&D insurance.
Dental Benefits
Ulta Beauty offers dental insurance to eligible associates and their dependents.
Vision Benefits
Ulta Beauty offers voluntary vision insurance.
Health Insurance Benefits
Ulta Beauty offers health insurance to eligible associates and their dependents.
Life Insurance
Ulta Beauty provides all benefit-eligible associates with company paid basic life insurance. Associates may also purchase supplemental term life insurance.
Pet Insurance
Ulta Beauty offers voluntary pet insurance.
Onsite Gym
Retirement & Stock Options Benefits
401(K)
Ulta Beauty associates can save for their retirement by participating in the 401(k) plan administered by Fidelity, following 60 days of service.
401(K) Matching
Ulta Beauty matches 100% of the first 3% and 50% of the next 2% of eligible compensation deferred and is 100% vested immediately.
Child Care & Parental Leave Benefits
Generous Parental Leave
We provide up to 4 weeks of paid parental leave for the birth parent and provide 2 weeks of paid leave for the non-birth parent.
Flexible Work Schedule
Ulta Beauty provides associates with a flexible work schedule that includes flexible start and end times and summer hours.
Family Medical Leave
All Ulta Beauty associates are eligible to apply for a leave of absence, which will be reviewed for any federal (FMLA) or state protected leave eligibility.
Adoption Assistance
Ulta Beauty provides adoption assistance.
Company sponsored family events
Ulta Beauty participates in National Bring Your Child to Work Day.
Vacation & Time Off Benefits
Generous PTO
We believe each associate should have time off from work each year. Ulta Beauty provides the following paid time off: vacation days, personal days, sick days and paid holidays.
Paid Holidays
Paid Sick Days
Ulta Beauty provides paid sick days to associates.
Perks & Discounts
Casual Dress
Company Outings
Teams within Ulta Beauty host company outings semi-annually.
Relocation Assistance
Ulta Beauty provide relocation assistance where eligible.
Professional Development Benefits
Job Training & Conferences
Ulta Beauty offers associates professional development opportunities like onsite training courses and the ability to attend job related conferences and seminars.
Tuition Reimbursement
Ulta Beauty provides financial assistance to active, full-time associates with at least one year of service for tuition-related expenses.
Lunch and learns
Ulta Beauty hosts lunch and learn meetings once per month.
Cross functional training encouraged
Promote from within
Customized development tracks
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