Senior BMC Remedy ITSM Consultant

Fusion Global Business Solutions

Den Haag

On-site

EUR 55,000 - 75,000

Full time

2 days ago

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Job summary

Fusion Global Business Solutions is seeking an ITSM Operations Specialist to stabilise and grow service support contracts across Managed Service and Support. You will build strong relationships within the operations and delivery groups to deliver an outstanding customer experience.

You will administer BMC Remedy/Helix, manage CMDB data and relationships, and work with AR System overlays to tailor workflows.

Qualifications

Experience with BMC Remedy/Helix administration and basic development.
Understanding of ITSM practices, SLAs, incident lifecycle and support workflows.
Familiarity with CMDB concepts, CIs and relationships.
Understanding of data import processes and access models in ITSM tools.

Responsibilities

Assess incoming incidents in the support queue and assign per the matrix; respond within SLA.
Follow up with customers on incidents requiring input and ensure timely resolution.
Perform day-to-day admin for Managed Service customers, including user administration.
Run daily checks and report results to stakeholders.
Troubleshoot and resolve medium/low priority tickets; meet resolution SLAs.
Record time using Salesforce and contribute to special projects.
Create and modify Remedy data access models and permissions.
Import data into Remedy applications using foundation and transactional data tools.
Use BMC Atrium CMDB API to manage CIs and relationships.
Customize AR System overlays and implement Remedy workflow/UI changes.
Utilize Service Level Management tools and perform maintenance tasks.
Review system logs to diagnose failures; use Discovery utilities for configuration data.
Perform TrueSight Operations administration (SLAs, monitoring) and manage Orchestration environments.