Roles and 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
• Soft Skills
• Proven ability to successfully work in a matrix team environment that presents significant change and tight timeframes.
• Excellent presentation skills
• Excellent customer interaction skills
• Excellent documentation 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 InformationAll your information will be kept confidential according to EEO guidelines.
Skills Required
- Thorough understanding of ITIL and IT Service Management concepts
- 5+ years experience with BMC Remedy configuration and development
- 5+ years hands-on experience with installation and configuration of software applications
- 5+ years infrastructure/server administration experience
- Troubleshooting experience working with product vendors and customers
- Experience migrating code and data into Remedy environments
- Experience integrating other systems with BMC Remedy (LDAP, SSO, ADDM, external interfaces)
- Experience in implementation and support of BMC Remedy platform
- Experience with ServiceNow or any cloud-based ITSM platform
- Proven ability to work in a matrix team environment under tight timeframes
- Excellent presentation, customer interaction, and documentation skills
- Good problem solving abilities and experience interacting with senior management
What We Do
Business Integra Technology Solutions, Inc. (“BI”), is an award-winning IT government contracting company headquartered in Bethesda, MD with offices worldwide. It ranks on the Inc. 500 list and was recognized by Washington Technology as one of the fastest-growing IT companies in the area. BI is a certified woman-owned business and a certified Minority Business Enterprise (MBE) ranked as CMMI Level 5 for Services and CMMI Level 5 for Development. Our portfolio of certifications also includes AS9100D for the development of aerospace hardware; ISO 9001:2015 (Quality Management Systems); ISO 20000:2011 (IT Service Management Systems); and ISO 27001:2013 (Information Security Management Systems). Expertise: Our core IT competency areas include program and project management, Agile software development, cybersecurity, ICAM, cloud computing, and IT operations and maintenance. We have a special scientific and aeronautic engineering division that supports NASA – including the Hubble Telescope and the International Space Station – and a special mission support division that services many clients including the Department of State and NATO. Our cybersecurity team is on the cutting edge of threat intelligence, tailored threat hunting, penetration testing, and perimeter protection. BI has full competency in integrated security (physical, logical, and cyber) and serves many American facilities OCONUS. Clients: We have supported numerous federal civilian agencies including the Department of State (DOS), the Federal Aviation Administration (FAA), the Department of Labor (DOL), and the Internal Revenue Service (IRS). Our military clients include the Army, the Navy, and the Marines. We also perform work for commercial clients, non-profits, and academic institutions such as M.I.T. We don’t just land contracts: we win re-competes because of the high quality of our work. We’re known by the company we keep.
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