Requirements:

• Support Remedy and ITSM tools in relation to Incident Management, Problem Management, Change Management, Knowledge Management, Service Request Management, Service Level Management, CMDB/Asset Management and Reporting business solutions

• Support Remedy integrations with LDAP, SSO, ADDM, TSO and other external interfaces

• Responsible for configuration & development of BMC Remedy ITSM suite, Service Request, ADDM & Analytics

• Provide support once the go-live activities commence and production support is required.

• Develop and maintain foundation data

• Serve as a subject matter expert for BMC Remedy and other ITSM tools providing guidance

• Gather and prioritize client requirements: develop and configure the platform to meet these requirements

• Document and develop training material

• Document and develop project plans where required

• Administer and maintain the BMC Remedy ITSM and other ITSM tools platform for optimal performance including but not limited to applying updates, monitoring, upgrades, process queries and reports, monitoring the entire system to make sure all system transactions are processed correctly.

• Accepts, evaluates or process changes to foundation data and content of the tool(s)

• Provide dashboard and reports to upper management for operations and performance tracking

• Troubleshoot and resolves system and transaction issues

• Provide access rights/Security Administration

• Maintain and format tables & fields and replication

• Train the Trainer 

• Staying current with changing technologies and design techniques and receives training as required

• Understands software and hardware fundamental to operation of documentation system

• Understands and implements disaster recovery considerations to include downtime procedures

• Maintain integrity and security of system

• Work in collaboration with vendor support to resolve escalated issues

• Collect and review system data for capacity and planning purposes

• Follow release guidelines and change process, furnish required artifacts based on the change process.

• Contributes to preparation of testing scripts and materials and performs unit, system, and integrated testing tasks.

• Promotes a team atmosphere that is conducive to the overall accomplishment of goals, schedules, and deadlines.

• Adjust and fulfill other responsibilities that the team may have to complete projects and timelines as needed.

•    Excellent understanding and background of a service led organisation
•    You have exceptional organisation skills, presenting information in a structured and logical manner, paying attention to small detail
•    You are time conscious, flexible and responsive. You prioritise your workload and action tasks effectively. You keep accurate records to log and track progress
•    Are able to evaluate complex operational statistics, to identify the root cause and produce an effective service improvement plan

•    Complete & act as SME for special projects as requested by the Manager of Technical Service Management.

Technical Skills:

• Thorough understanding of ITIL and IT Service Management concepts

• 5+ years of experience with BMC Remedy configuration and development

• 5+ years hands on experience with installation and configuration of software applications.

• 5+ years of infrastructure/server administration experience

• Troubleshooting experience in working with product vendor and customers.

• Experience with migrating code and data into Remedy environments

• Experience with integrating other systems with BMC Remedy

• Soft Skills

• Proven ability to successfully work in a matrix team environment that presents significant change and tight timeframes.

• Excellent presentation skills

• Excellent customer interaction skills

• Excellent documentation skills

• Good problem solving abilities

• Proven experience in interacting with senior management 

Experience: 

• 5+ years’ experience in implementation and support of BMC Remedy Platform

• Experience in ServiceNow or any cloud based ITSM platform is a plus

• Understanding / background of telecoms industry / networks / products

• SQL Experience (Desirable)

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