BMC Remedy Administrator

Business Integra; Alpharetta (GA); On-site; USD 110,000 - 150,000; Full time

Job summary

SmartRecruiters, Inc. is seeking a skilled ITSM/Remedy Specialist to support and enhance the BMC Remedy ITSM suite and related services.

You will configure Remedy, develop integrations, and provide on-call production support to ensure operational excellence. The role requires deep ITIL knowledge, 5+ years of Remedy configuration, and strong collaboration with cross-functional teams to meet client requirements.

Qualifications

• ITIL and IT Service Management concepts are required.
• 5+ years of experience with BMC Remedy configuration and development.
• 5+ years hands-on experience with installation and configuration of software applications.
• 5+ years of infrastructure/server administration experience.
• Experience migrating code and data into Remedy environments.
• Experience integrating other systems with BMC Remedy.
• Proven ability to work in a matrix team environment with change and tight timelines.
• Excellent presentation and communication skills.
• Experience interacting with senior management.

Responsibilities

• Support Remedy and ITSM tools across Incident, Problem, Change, Knowledge, Service Request, SLAs, CMDB/Asset, and Reporting.
• Assist with Remedy integrations using LDAP, SSO, ADDM and other interfaces.
• Configure and develop BMC Remedy ITSM, Service Request, ADDM and Analytics components.
• Provide on-call support during go-live and production support.
• Develop and maintain foundation data; configure platform to client requirements.
• Create training materials including web-based training videos.
• Administer Remedy ITSM and related tools for optimal performance; apply updates, monitor, upgrade, and run reports.
• Provide dashboards/reports to management for operations and performance.
• Troubleshoot system and transaction issues; manage access rights and security.

Skills

ITIL

BMC Remedy

Remedy ITSM

Incident Management

Change Management

ServiceNow

Vendor coordination

Dashboard & reporting

Tools

BMC Remedy ITSM

LDAP

SSO

ADDM

Job description

Responsibilities

• Support Remedy and ITSM tools in relation to Incident Management, Problem Management, Change Management, Knowledge Management, Service Request Management, Service Level Management, CMDB/Asset Management and Reporting business solutions
• Support Remedy integrations with LDAP, SSO, ADDM and other external interfaces
• Responsible for configuration & development of BMC Remedy ITSM suite, Service Request, ADDM & Analytics
• Provides for on-call support once the go-live activities commence and production support is required.
• Develop and maintain foundation data
• Serve as a subject matter expert for BMC Remedy and other ITSM tools providing guidance
• Gather and prioritize client requirements: develop and configure the platform to meet these requirements
• Documents and develop training material to include Web based training videos
• Administer and maintain the BMC Remedy ITSM and other ITSM tools platform for optimal performance including but not limited to applying updates, monitoring, upgrades, process queries and reports, monitoring the entire system to make sure all system transactions are processed correctly.
• Accepts, evaluates or process changes to foundation data and content of the tool(s)
• Provide dashboard and reports to upper management for operations and performance tracking
• Troubleshoot and resolves system and transaction issues
• Provide access rights/Security Administration
• Maintain and format tables & fields and replication
• Train the Trainer
• Staying current with changing technologies and design techniques and receives training as required
• Understands software and hardware fundamental to operation of documentation system
• Understands and implements disaster recovery considerations to include downtime procedures
• Maintain integrity and security of system
• Work in collaboration with vendor support to resolve escalated issues
• Collect and review system data for capacity and planning purposes
• Follow release guidelines and change process, furnish required artifacts based on the change process.
• Contributes to preparation of testing scripts and materials and performs unit, system, and integrated testing tasks.
• Promotes a team atmosphere that is conducive to the overall accomplishment of goals, schedules, and deadlines.
• Adjust and fulfill other responsibilities that the team may have to complete projects and timelines as needed.

Technical Skills

• Thorough understanding of ITIL and IT Service Management concepts
• 5+ years of experience with BMC Remedy configuration and development
• 5+ years hands on experience with installation and configuration of software applications.
• 5+ years of infrastructure/server administration experience
• Troubleshooting experience in working with product vendor and customers.
• Experience with migrating code and data into Remedy environments
• Experience with integrating other systems with BMC Remedy
• Proven ability to successfully work in a matrix team environment that presents significant change and tight timeframes.
• Excellent presentation skills
• Good problem solving abilities
• Proven experience in interacting with senior management

Experience

• 5+ years’ experience in implementation and support of BMC Remedy Platform
• Experience in ServiceNow or any cloud based ITSM platform is a plus

Additional Information

All your information will be kept confidential according to EEO guidelines.