Senior ITSM Application Support Specialist (BMC Remedy Platform)

Intelliscient Inc; Ottawa; Remote; CAD 80,000 - 110,000; Full time

Job summary

A leading technology company is seeking a Senior ITSM Application Support Specialist in Ottawa. The role focuses on supporting the BMC Remedy platform while engaging in modernization initiatives in compliance with government standards. Candidates should possess significant experience in managing BMC Remedy applications and must have or be eligible for a Secret clearance.

Qualifications

• Minimum 5 years developing and maintaining BMC Remedy applications.
• Lead system upgrades and contribute to ITSM modernization.
• Experience as a Senior Consultant in a similar role.

Responsibilities

• Administer and maintain BMC Remedy applications for service availability.
• Design technical processes using BMC Developer Studio.
• Troubleshoot incidents and propose solutions.

Skills

Incident handling

Troubleshooting

BMC Remedy applications

Technical documentation

Communication

Education

Degree or diploma in Computer Science, Engineering, or related IT field

Job description

Senior ITSM Application Support Specialist (BMC Remedy Platform)

Senior ITSM Application Support Specialist (BMC Remedy Platform)

1 week ago Be among the first 25 applicants

Get AI-powered advice on this job and more exclusive features.

Location : Ottawa / Gatineau (remote-first with occasional on-site presence)

Security Clearance Required : Secret (Level II)

Contract Duration : 48 weeks (extension possible up to 72 weeks)

Location : Ottawa / Gatineau (remote-first with occasional on-site presence)

Security Clearance Required : Secret (Level II)

Contract Duration : 48 weeks (extension possible up to 72 weeks)

About the Role

We are looking for a highly skilled Senior ITSM Application Support Specialist with deep expertise in the BMC Remedy platform ( v9.1+ ) , to support and enhance enterprise-level IT Service Management (ITSM) solutions for a major federal department.

This engagement focuses on supporting the legacy Remedy platform while contributing to modernization initiatives in compliance with government service management policies and digital standards.

Key Responsibilities

Under the direction of a designated authority, the consultant will :

• Administer and maintain BMC Remedy custom applications to ensure service availability and operational effectiveness.
• Design, document, and implement technical and business processes using BMC Developer Studio.
• Lead or support system upgrades, platform remediation, integration , and change management efforts.
• Act as a subject matter expert on BMC Remedy architecture, standards, and best practices.
• Troubleshoot incidents , escalate issues to BMC when needed, and propose viable solutions.
• Draft or update system documentation , configuration manuals, interface specifications, and user guides.
• Liaise with technical and business stakeholders for requirements gathering and gap analysis .
• Track work and report on progress weekly, including timelines, effort estimates, risk mitigation, and deliverables.

Mandatory Candidate Requirements Experience

• Minimum 5 years (within the last 10) of hands-on experience developing and maintaining custom BMC Remedy applications , including :
• Workflow creation, application deployment, and configuration via BMC Developer Studio.
• Incident handling, defect analysis, and escalations with BMC support.
• Experience with upgrades, change controls, and impact assessments.
• At least 2 years as a Senior Consultant in a similar role (defined as being responsible for solution design, technical validation, and guidance of other team members).
• Demonstrated experience contributing to ITSM modernization or migration projects .

Education and Certification

• Degree or diploma in Computer Science, Engineering, or a related IT field from a recognized Canadian postsecondary institution

Technical Proficiency

• Strong knowledge of BMC Remedy architecture , service relationships, and integrations.
• Experience authoring and updating technical documentation , configuration guides, and operational runbooks.
• Familiarity with Shared Services Canada (SSC) service management, change processes, and governance models is considered an asset.

Additional Qualifications (Preferred but not Mandatory)

• Experience with :
• BMC Remedy ITSM Suite integrations
• Enterprise-level incident and problem management
• SSC Transformation Agenda and Digital Operations Strategic Plan alignment
• DevOps tools, service desk operations, and knowledge management
• Excellent communication and reporting skills
• Experience with federal-level service desks or secure IT infrastructures

Logistics and Work Environment

• Location : Primarily remote with potential attendance in Ottawa / Gatineau

Security and Verification

• Candidate must possess or be eligible for a valid Secret (Level II) clearance issued by PWGSC's Contract Security Program.
• References confirming your experience are mandatory and will be rigorously validated.

To Apply

Submit your resume with detailed project descriptions.

Only shortlisted candidates will be contacted.

Seniority level

Seniority level

Mid-Senior level

Employment type

Employment type

Contract

Job function

Job function

Information Technology

Software Development

Referrals increase your chances of interviewing at Intelliscient Inc by 2x

Sign in to set job alerts for “Information Technology Service Management Specialist” roles.

Application Managed Services - Service Delivery Manager (Microsoft)

Application Managed Services - Service Delivery Manager (Success Factors)

Workday Service Delivery Manager - Human Capital, Operate (Future Opportunity)

Solutions Specialist (Data Center & Networking Pre-Sales)

We’re unlocking community knowledge in a new way. Experts add insights directly into each article, started with the help of AI.

J-18808-Ljbffr

Create a job alert for this search