Design, development and deployment of Remedy 7.6.04, 8.x and above Action Request System (ARS) software, custom Remedy ARS applications and Remedy ARS IT Service Management (ITSM) out-of-box applications
Performs ITSM Architecture Support Reviews, validates and revises the System Architecture Document for Remedy 7.6.04, 8.x based on the ITSM requirements and any configuration changes in support of a mature CMDB.
Provides engineering support for the BMC Remedy family of products to include Remedy AR Developer Studio, Service Desk, Change Management, Asset Management, Service Level Management, Knowledge Management, Service Request Management(SRM) and CMDB administration.
Supports the ITSM system by monitoring the products status during all Service Desk operational hours and taking the necessary proactive and reactive measures to keep the system stable.
Provides technical support services necessary to install, configure and administer the Remedy 7.6.04, 8.x software and other components applicable to the ITIL paradigm.
Performs software maintenance as required for the Development environment, the Functional Quality Testing FQT environment, and the Production environment.
Makes configuration changes as necessary and make administrative changes to include but not limited to updates to foundations data, roles and permissions, and CMDB configurations to mature the system.
Responsibility includes design, development, testing, and deployment and post deployment support as required and stated in the current System Development Life Cycle SDLC process, standard and policy Subject Matter Expert SME Support.
Provides SME advice in the Remedy ITSM suite of tools and business expertise in ITIL v.3 that facilitates the agencies maturity with its adoption of Remedy 7.6.04, 8.x and ITIL.
Provides recommendations for key decisions by providing expert advice on Remedy, ITIL implementation and service management best practices CMDB Support.
Assist and guide in prioritizing and enhancing the ITSM schema for implementing the Remedy CMDB Atrium and federated data sources.
Assists and guide in determining the scope, span, and granularity of the CMDB Development of the CMDB to incorporate Configuration Items CIs into the federated BMC Common Data Model and ensure that necessary relationships between CIs are fully incorporated into the schema.
Provides expert knowledge and skill in the design and implementation of the Atrium CMDB and integration into the ITSM suite.
Experience in proposing and implementing architecture of Custom integrations
Provide sadvice for out-of-the-box reports and dashboard indicators and to utilize ITSM BMC Analytics and Dashboards functionality to provide key reports and metrics.
Issue Remediation. Diagnose and remediate issues as required within the Remedy ITSM Change and Service Management
Should have knowledge on preparing HLD, LLD, Use Case diagrams and Process documents
Provide excellent troubleshooting skills to drive non-scan issues to identify root cause and provide creative suggestions to resolving the issues
Demonstrated excellence in consultative, presentation, verbal and written communication skills
Experience in using BMC ARS API, CMDB API, Email Engine, Web-services, LDAP and SSO integrations
Experience in BMC Analytics and BMC Atrium Orchestrator will be an added advantage.
Experience with BMC Atrium Integration Engine and Atrium Integrator
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