BMC Remedy ITSM Administrator

Duties

Service Request Management

- create/update/remediate Service Requests (AOT, SRD, PDT) and foundation data needed Foundation data management
- create/update/remediate Support Groups, support group memberships, permissions
- create/update/remediate assignment rules/approvals, workflows
- synchronize foundation data between different ITSM instances Application Management
- Provide L1/2 ITSM toolset support
- monitor and optimize performance of ITSM Toolset installation
- verify/solve issues with developments/integrations and bugs
- application maintenance, patch installations Reporting
- create/update/remediate Smart Reporting reports Application Development
- analyse/design/document/test/development of small enhancement requests via the Developer tool

Requirements

- At least 5 years recent experience with BMC Remedy ITSM tool administration and related activities in a large scale ICT service- oriented environment;

- BMC Remedy 8.1 Administrator certification;
- BMC CMDB Atrium Administrator certification with practical experience BMC Integrator;
- Experience:
- Using and creating reports in BOXI Business Objects XI and Smart Reporting;
- with installing, patching, upgrading BMC Remedy;
- In advanced troubleshooting BMC Remedy Application (e.g. Server logs, plugin, logs).
- ITIL Foundation Certification or higher.