Remedy Administrator MCCOG

Remedy Administrator

The successful candidate will provide Tier 3 BMC Remedy Administration support to the customer. The BMC Remedy environment includes the use of Atrium CMDB, Atrium Integrator, Remedy User, Remedy Data Import, Remedy Developer Studio, and Remedy ITSM Process Designer tools, and consists of multiple instantiations of these systems in support of the unclassified, classified, and testing/integrations networks. These systems support not only the local command personnel but the entire Enterprise IT workforce, with a projected customer base of 255,000 users.

The BMC Remedy environment consists of BMC ITSM Suite (Remedy) versions 9.0 to 20.02, Apache Tomcat 7.0.52 or newer, and BMC Business Objects version 4.0 or newer software systems in a multi-tiered, highly available, enterprise environment.

Active DoD - Secret

The salary offered will depend on education, certifications, length and relevance of work history, and professional experience.

• Create and manage user accounts, ensuring access is granted only to authorized users with the appropriate permissions.
• Address and resolve basic incidents, escalating more complex issues to a Remedy Engineer when necessary.
• Perform foundation data updates per established procedures.
• Review system logs and performance, and report anomalies through the incident management process.
• Conduct patching and deployments under the supervision of a Remedy Engineer to perform Tomcat and Java patching.
• Import deployment packages using the AR System Deployment Management.
• Develop custom workflows, forms, and applications using the identified tools.
• Develop reports in both the built-in Business Intelligence and Reporting Tools (BIRT) and the BMC Smart Reporting system.
• Provide account and access management, incident response, and responding to informational requests.
• Provide senior support for issues un-resolvable by Tier 2 Remedy Administrators.
• Perform changes to the client's Remedy Enterprise System.
• Develop and maintain Application Reports in BMC Smart Reporting.

• Good communication and interpersonal skills
• Ability to follow policies and procedures.
• Ability to communicate information and ideas so others will understand, as well as the ability to respond clearly to questions.
• Aptitude to address negative situations and positively resolve them.

• DoD 8570 IAT II (CCNA Security, CySA+, GICSP, GSEC, Security+CE, CND, SSCP)
• BMC Remedy Certified Associate

• 5+ years of Remedy Administration Experience.
• Experience developing service offerings in SRM/DWP.
• Familiar with Application Security Technical Implementation Guides (STIGS) and system patching.
• BMC ITSM Suite: Knowledge of installation, upgrades, and troubleshooting.
• Familiarity with BMC DWP Catalog: Skilled in troubleshooting.
• BMC Remedy Single Sign-On (RSSO): Experience with installation and troubleshooting.
• Familiarity with various discovery applications.

• Experience with BMC AR System Administration and ITSM Suite Administration: Incident, Problem, Change, Release, Asset, and Service Request management.
• Experience with BMC Helix Digital Workplace.
• Experience with BMC Configuration Management Database (CMDB) Administration.

• General office environment. Work is generally sedentary but may require movement about the office for up to 10% of the time. The working environment is generally favorable. Lighting and temperature are adequate, and there are no hazardous or unpleasant conditions caused by noise, dust, etc. Work is generally performed within an office environment, with standard office equipment available.
• Contractor site with 0-10% travel possible
• Possible off-hours work to support releases and outages
• Occasional movement of small articles up to 10lbs
• Must be able to remain in a stationary position 50% of the time
• Continually operates a computer and other office productivity machinery
• Occasionally required to move self in different positions to accomplish tasks in various environments including tight and confined spaces
• Continually required to communicate information and ideas so others will understand
• Continually utilize visual acuity to operate equipment, read technical information, and/or use a keyboard

The above is intended to describe the general content of and requirements for the performance of this job. It is not to be construed as an exhaustive statement of duties, responsibilities, or physical requirements. Nothing in this job description restricts management's right to assign or reassign duties and responsibilities to this job at any time. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.