Title : Remedy Administrator
Location : Windsor Mill MD
Duration : 6-12 Months
· Strong hands-on application support with ITSM Remedy 7.6 (or higher) administration, CMDB, Asset Mgmt., Incident Management, etc. Hands-on experience with Oracle 10g/11g SQL query performance optimization, Pl/SQLL and UNIX. Provide operational support to business unit users of the ITSM Remedy application.
· In depth knowledge of Remedy version 7.6 (or above) including the ITSM Application Suite.
· Hands on experience both developing and administering the ITSM Suite version 7.6 or above.
· Ability to design and create custom applications based on Remedy architecture.
· Experience with Crystal Reports software.
· Ability to provide accurate completion times for assigned tasks.
· Experience with Business Objects reporting software.
· Ability to troubleshoot Remedy workflow
· Knowledge of the Incident Management system including configuration and development.
· Knowledge of the Change Management system including configuration and development.
· Ability to participate as a member of a project team.
· In depth knowledge of ITSM Foundation Data and its relationship to the individual ITSM modules.
· Experience with configuring, entering, and updating Remedy Foundation data to be used in all ITSM modules.
· Ability to support customer issues in a timely manner
· Be able to follow standard operational and documented change procedures.
· Strong communications skills.
· Ability to create cohesive and comprehensive customization documentation in accordance with a provided format.
· Strong unit and acceptance testing skills.
Qualifications:
· 2-5 years+ experience administering Remedy v7+ AR - Action Request Service Management tool including Help Desk Incident, Change Management (CMDB)
· Knowledge of, and experience with, Remedy version 8.0 or 8.1 preferred
· Experience with doing Remedy migrations and upgrades preferred
· Develop the remedy ITSM application suite, including incident, asset, knowledge, problem, and change management modules to support client needs. Maintain responsibility for working with the program team and clients to capture specific technical requirements for the remedy service management suite solution and build a supporting design for the new system to support operations. Develop and implement the service management suite applications to support Help Desk operations and supporting services for a medium scale enterprise once the design is accepted. Develop applications via remedy ITSM system to be used by the customers through mid-tier front end application and integrated with other distance learning and courseware development tools. Leverage experience with the development of BMC Remedy ITSM Suite remedy ITSM application suite, install, configure, administer, and customize BMC's ITSM suite and custom application and application integration development, and apply knowledge of ITIL best practices.
· 5+ years of experience with development using BMC Remedy ITSM Suite and supporting modules
· Experience with implementing medium scale Remedy ITSM solutions
· Experience with Remedy Service Management Tool requirements gathering, system design, and configuration planning
· Experience with performance metrics and reporting design and creation
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