Senior ITSM Application Support Specialist (BMC Remedy Platform)

Intelliscient Inc; Ottawa; Remote; CAD 100,000 - 130,000; Full time

Job summary

A leading company seeks a Senior ITSM Application Support Specialist for the BMC Remedy platform. You will be responsible for administering applications, enhancing IT Service Management solutions, and supporting legacy systems while contributing to modernization initiatives. Ideal candidates will possess a strong background in BMC Remedy and experience with ITSM projects.

Qualifications

• 5+ years developing and maintaining BMC Remedy applications.
• Experience in modernization or migration projects.
• Technical validation and team guidance experience.

Responsibilities

• Administer and maintain BMC Remedy custom applications.
• Design and implement technical and business processes.
• Lead system upgrades and integration efforts.

Skills

Application Deployment

Incident Handling

Change Management

Technical Documentation

Communication Skills

Education

Degree in Computer Science or related field

Valid ITIL v3 (or higher) certification

Tools

BMC Remedy

Job description

Senior ITSM Application Support Specialist (BMC Remedy Platform)

Senior ITSM Application Support Specialist (BMC Remedy Platform)

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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)

Start Date:June 15, 2025

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

About the Role

We are looking for a highly skilledSenior ITSM Application Support Specialistwith deep expertise in theBMC 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 applicationsto ensure service availability and operational effectiveness.
• Design, document, and implementtechnical and business processes using BMC Developer Studio.
• Lead or supportsystem upgrades, platform remediation, integration, and change management efforts.
• Act as asubject matter experton 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 forrequirements gathering and gap analysis.
• Track work and report on progress weekly, including timelines, effort estimates, risk mitigation, and deliverables.

Mandatory Candidate RequirementsExperience

• Minimum5 years(within the last 10) of hands-on experience developing and maintainingcustom 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 least2 yearsas aSenior Consultantin a similar role (defined as being responsible for solution design, technical validation, and guidance of other team members).
• Demonstrated experience contributing toITSM 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
• Valid ITIL v3 (or higher) certification.

Technical Proficiency

• Strong knowledge ofBMC Remedy architecture, service relationships, and integrations.
• Experience authoring and updatingtechnical documentation, configuration guides, and operational runbooks.
• Familiarity withShared 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 withfederal-level service desks or secure IT infrastructures

Logistics and Work Environment

• Location:Primarily remote with potential attendance in Ottawa/Gatineau
• Hours:37.5 hours/week (approx. 1650 hours total)

Security and Verification

• Candidatemust possess or be eligible for a valid Secret (Level II) clearanceissued by PWGSC's Contract Security Program.
• References confirming your experience are mandatoryand 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

• Industries

  Software Development

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