BMC Remedy Developer
The BMC Remedy Developer serves as a subject matter expert related to implementation of the Remedy IT Service Management System. This position is responsible for implementing Remedy into an enterprise environment, which includes testing and providing production support including the service center transition period and during operations post transition. This position also performs day-to-day administration and maintenance tasks, as well as configuration, upgrades and patches. Additionally, the Remedy Developer assists with ITSM solutioning, reporting design and configuration, provides innovative solutions and troubleshoots Remedy related issues. This position works as part of a team to gather requirements and to develop a plan of execution concerning Remedy projects.
ESSENTIAL DUTIES AND RESPONSIBILITIES
Essential duties and responsibilities include the following. Other duties may be assigned.
Responsible for the integration of CNI Core Competencies into daily functions, including: commitment to integrity, knowledge / quality of work, supporting financial goals of the company, initiative / motivation, cooperation / relationships, problem analysis / discretion, accomplishing goals through organization, positive oral / written communication skills, leadership abilities, commitment to Affirmative Action, reliability / dependability, flexibility and ownership / accountability of actions taken.
Serves as the Remedy Developer for the implementation and daily management of BMS Remedy ITSM.
Utilizes Remedy expertise to determine and analyze needs and requirements. Based on determinations, makes recommendations to program management, and helps to develop / execute project plans.
Develops and enhances Remedy ITSM workflows.
Assists in the development of system documentation on revised systems changes along with knowledge sharing across the program.
Performs ITSM Remedy installation, testing and production support activities.
Executes day-to-day BMC Remedy administration, maintenance, configuration, patches and upgrade tasks.
Monitors and troubleshoots scheduled tasks and event logs for system, application, & security errors.
Recommends strategies for upgrades and resource management.
Helps to develop workflows that support business and industry best practices in Remedy IT service management.
Responsible for aiding in own self-development by being available and receptive to any training made available by the company.
Plans daily activities within the guidelines of company policy, job description and supervisor’s instruction in such a way as to maximize personal output. Responsible for aiding in own self-development by being available and receptive to all training made available by the company.
Responsible for keeping own immediate work area in a neat and orderly condition to ensure safety of self and coworkers. Will report any unsafe conditions and/or practices to the appropriate supervisor and human resources. Will immediately correct any unsafe conditions to the best of own ability.
Bachelor’s degree in a field of study such as Information Technology or Computer / Engineering Technology and a minimum of five (5) years relevant experience in BMC Remedy Suite ITSM, including version 7.6x; or equivalent combination of education / experience. Experience should include at least two Remedy implementations in an enterprise environment and a minimum of two (2) years designing, configuring, supporting, maintaining, troubleshooting and managing a Remedy system. Experience with ARS and ARS related applications, proficiency in upgrading Remedy to newer major versions and experience working with SQO DBs. Experience consolidating multiple instances of ARS into a single Remedy solution.
CERTIFICATES / LICENSES / REGISTRATION
ITIL V3 Certification preferred
PMP Certification preferred
Remedy Approved Consultant (RAC) or Remedy Skilled Professional (RSP) certifications
JOB SPECIFIC KNOWLEDGE / SKILLS / ABILITIES
In depth operational knowledge of Remedy ITSM Suite 7.6x, which includes incident management, change management, problem management and asset management
In depth working knowledge of Remedy User Tool, Import Tool, Developer Studio and Remedy Migrator
In depth working knowledge and understanding of Crystal and/or Remedy reporting
Proficient working knowledge of Windows and UNIX environments
Ability to effectively work in an environment with the existence of multiple Remedy instances
Ability to configure and customize Remedy 7.5 and higher version
Knowledgeable of ITIL terms and methodologies
Skilled in SQL query
Ability to integrate moderately complex hardware and software systems
Excellent analytical and innovative problem-solving skills
Excellent verbal and written communication skills with ability to fully document procedures and information
Ability to communicate technical information in non-technical terms with business users and stakeholders
Excellent customer service and relationship-building skills
Ability to work both individually and in a team environment
Detail-oriented with ability to maintain status reports, timekeeping reports, etc.
Highly organized with ability to manage multiple projects and priorities
Reliable with ability to demonstrate a professional demeanor
Ability to effectively mentor, train and lead others for the successful completion of tasks and goals
Ability to read, analyze and interpret common scientific and technical journals, financial reports, and legal documents. Ability to respond to common inquiries or complaints from customers, regulatory agencies, or members of the business community. Ability to write speeches and articles for publication that conform to prescribed style and format. Ability to effectively present information to top management, public groups, and/or boards of directors.
Ability to apply advanced mathematical concepts such as exponents, logarithms, quadratic equations, and permutations. Ability to apply mathematical operations such as frequency distribution, determination of test reliability and validity, analysis of variance, correlation techniques, sampling theory, and factor analysis.
Ability to define problems, collect data, establish facts, and draw valid conclusions. Ability to interpret an extensive variety of technical instructions in mathematical or diagram form and deal with several abstract and concrete variables.
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of this job. Work is primarily performed in an office environment. Regularly required to sit. Regularly required use hands to finger, handle, or feel, reach with hands and arms to handle objects and operate tools, computer, and/or controls. Required to speak and hear. Occasionally required to stand, walk and stoop, kneel, crouch, or crawl. Must frequently lift and/or move up to 10 pounds and occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this job include close vision, distance vision, depth perception, and ability to adjust focus. Exposed to general office noise with computers printers and light traffic.