Apply early as this job may be removed or filled prior to the closing date, which is approximately seven (7) days after the posting date.

Employee Referral Eligible: $500

This position has the potential to be a hybrid position with up to 50% remote work

Job Location: Fort Worth
Other Potential Locations: Fort Worth, TX
Anticipated Start Date: 06/01/2022
Number of Positions: 1
Salary Range: $92,800 - $127,400

Who we are and what we do

Do you want to be a part of something that really matters? Team BNSF includes professionals focused on safety and service that play a vital role in delivering the nation's freight. Together, we help move goods and materials that sustain life and support local, national and global economies. Our rail network is one of the largest freight railroads, spanning 28 western states and serving three Canadian provinces.

What we believe

At BNSF, our Vision and Values drive who we are, not only in our words, but also our actions. BNSF is committed to our foundational values of equality and inclusion. As members of the BNSF community, our employees are entitled to:

• be treated with dignity and respect.
• have equal access to tools, resources, training and development opportunities.
• have equal opportunity to achieve their full potential.

We model the way through our leadership, our BNSF Diversity Councils, our eclectic Business Resource Groups, our deep involvement and investment in the communities we serve and through training programs. Our actions create an inclusive, open and collaborative workplace that encourages diverse perspectives in all interactions.

-BNSF

BNSF Railway is seeking a Monitoring System Engineer to join our team. This role will lead a functional team through daily activities and coordinate with our ITSM Operations Teams. This position requires tight integration with service desks, application teams, infrastructure teams, telecom, IT executives, and the ITIL processes. The role will also be responsible for proactive Problem Management as well as incident and problem trend analysis. The incumbent will need to have a strong understanding of user impact in a complex environment and the ability to quickly assess what IT functions (Applications, Infrastructure, Services, or Network) may be needed for the timely resolution of any major incident.

The primary work location for this role will be at BNSF Headquarters in Ft Worth, TX. This position would be expected to follow a hybrid model of reporting to work that combines in-office workdays and work from home days as needed. May be required to participate in a 24/7 on-call rotation with the ability to work after-hours or weekends to accommodate operational business needs.

Position Responsibilities (including but not limited to):

• Responsible for the design, documentation, implementation, and management of the Operational Awareness process and tools, to include: Dynatrace, Omnibus, Zabbix, Nagios, SCOM, Netcool, and Splunk
• Lead the OA Team through mentoring and feedback to continually improve the processes
• Participate in an on-call and standby rotation schedule
• Act as escalation point for the Operations Support team
• Perform regular reviews of active, historical incidents and root cause analysis to identify trends and opportunities for improvements across the IT functions
• Provide metrics/analytics presentations for business decision making and updates: Tableau, ServiceNow, SNowMirror, PowerBI, and other Metrics/Analysis tools.
• Partner with Situation Management to proactively review the daily operations stats and tickets to pro-actively identify potential chronic issues which may deter future major incidents and improve the customer experience
• Work with customers to understand their business needs. In conjunction with the customer, identify the critical applications and services for Operational Readiness process.
• Conduct awareness campaigns and training on the Operational Awareness processes
• Additional duties as needed or assigned

Additional Duties:

• Direct activities and establish command and control during Major incidents
• Coordinate and drive activities during the incident on the incident bridge
• Provide frequent updates to incident bridge participants
• Ensure Executive status updates are provided during recovery activities
• Perform regular reporting of all major incidents
• Oversee post incident review meetings through to root cause
• Participate in the audit of the Major Incident and Problem Management processes to support Continual Service Improvements including Root Cause Analysis, Change Advisory Board, Problem Review Board, Critical Process Reviews
• Ensure that event details are gathered and appropriately documented to support post incident reviews, Problem Management, and root-cause analysis as well as to provide necessary communications to Executive and customer teams
• Complete, track, and archive all Major Incident and post-incident reports

Preferred Knowledge, Skills & Abilities:

• 3+ Year designing, managing, and implementing Application and Infrastructure Level Monitoring tools such as: Dynatrace, Omnibus, Zabbix, Nagios, SCOM, Netcool, and Splunk
• 5+ years of extensive experience working on IT support, major incidents, and problem management in a complex IT support environment.
• 2+ years of hands-on experience with leading resolution of major incidents in a complex IT environment.
• At least 2+ years of experience in completing after action review and root cause analysis documentation
• Proficient knowledge and hands-on experience with the ServiceNow Platform.
• Employs a structured approach to questioning and adopts a logical troubleshooting methodology to manage and coordinate multiple tasks within tight deadlines.
• Has the ability to, and is comfortable with, taking charge of high-pressure situations, such as conference calls and customer meetings, at all levels of management.
• Action-oriented with the ability to balance urgency with sound judgement.
• Ability to pro-actively work and drive major escalation faults, projects and tasks within all areas of the business and external third parties.
• Must be a self-motivated individual with the ability to work with minimal supervision.
• Possesses an excellent level of written and verbal communication skills, including written communications, presentations, and would be able to represent the Service Management organization in a customer facing (internal and external) situation in a professional manner.
• Strong interpersonal communication and collaboration skills and the ability to communicate effectively with a wide range of employees and leaders at various levels.
• Demonstrates customer focus and understands the importance of exceeding customer expectations.
• Demonstrates the ability to contribute to the team's overall output, actively contributes in team meetings and providing constructive feedback.

Preferred Education and Certifications:

• Bachelor's Degree in computer science, Information Systems, Business Administration or other related field, or equivalent work experience.
• ITIL V3/V4 Foundation Certification

BENEFITS

BNSF offers competitive benefit programs and services including, but not limited to

• Medical, Dental and Vision Coverage
• 401(k) Plan
• Railroad Retirement
• Life Insurance
• Incentive Compensation Plan (ICP)
• Tuition Reimbursement Program

BACKGROUND INVESTIGATION ELEMENTS

• Criminal history
• Last 7 years of driving history
• Last 5 years of employment history to include military service
• Social Security number
• Education

MEDICAL REVIEW ELEMENTS:

• Medical evaluation
• Drug Screen
• Other elements as needed

DRUG TEST ELEMENTS:

BNSF is committed to a safe and drug free work place and performs pre-employment substance abuse testing. All new hires are required to undergo a hair drug test which detects the presence of illegal drugs for months prior to testing. We appreciate your cooperation in keeping BNSF safe and drug free.

Transportation Worker Identification Credential (TWIC): Federal authority requires BNSF employees, whose work requires unescorted access to secure areas of port facilities, to obtain a TWIC. A TWIC is a condition of employment for such positions and requires candidates to those positions to submit to a TSA security assessment (to include, but not limited to, providing: biographic information; identity documents; fingerprints; digital photograph). More information is available at https://www.tsa.gov/for-industry/twic.

COVID-19 Federal Vaccine Mandate

The COVID-19 pandemic continues to affect all aspects of our lives. From the onset, BNSF's goals have remained the same: keep our people safe and maintain our essential operations. While we maintained that the decision to be vaccinated for COVID-19 is a personal one, we also encouraged employees to consider the options and make the best decision for themselves and their families.

Under President Biden's COVID-19 Action Plan, BNSF is covered by the federal mandate requiring vaccination. Effective December 8, 2021, BNSF has paused its implementation of the COVID-19 vaccine mandate given the dynamic legal proceedings. The ultimate outcome of the federal contractor vaccine mandate is yet to be determined. It is still possible that the mandate, as it applies to BNSF, could be upheld in court in the near future. If this happens, BNSF employees would be required to be vaccinated.

BNSF Railway is an Equal Opportunity Employer, all qualified applicants receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status.

SF: Internal Posting Only | ((mfield5)) | Technology Services | Fort Worth, TX | 76131