Hi,
Kindly send me the updated resume to Mary.shanthi@idctechnologies.com
Job Description – Sr. Remedy Administrator / Consultant
Location: Austin, TX
Seeking an experienced Sr. Remedy Administrator. The qualified candidate will be responsible for Remedy System Administration including the configuration and maintenance of Production, QA and Development Remedy ITSM 7.5 environments. Provides advisory/consultative expertise for the major ITSM components to ensure consistent and pragmatic usage, integration, and customization in accordance with best practice.
Provide Remedy Administration support for service request, incident, problem, and change tickets, which includes research, resolution and communication
• Interfaces with Vendor resources, when appropriate, in support of Remedy Administrative tasks constrained by permissions
• Mentors and guides IT Support teams in implementing ITSM / ITIL best practices into application, data, infrastructure architecture, design, and use activities, related to BMC implemented technologies
• Maintains a functional knowledge of best practices, technological developments, and customizations, related to Remedy
• Understand the overall ITSM strategy and ensure technological directions are supportive and consistent with the company and its culture.
• Maintain consistent communication between vendor and IT Leadership
• Engage in user, system, and support requirements gathering and provide architectural solution to meet customer requirements of the Remedy application
• Involved in data center migration initiative
• Will work on development projects (20%)
• Work with end users on enhancing user experience by developing, tracking metrics on usability, performance, CSAT scores
Requirements:
Must Have
• Recent (5-7 years) experience with Remedy Administration – both AR System Administration (7.x) and ITSM Application (7.5) Administration
• Solid understanding of the ITSM 7.5 modules (IM, CM, PM, AM, SLM) and Atrium CMDB 2.x
• Must have built Remedy applications using Remedy Objects.
• Experience managing Remedy in a Server Group environment
• Solid knowledge of ITIL
• Solid knowledge of Remedy Notification Engine
• Solid knowledge of Remedy Action Request System (ARS) data model
• Solid knowledge of Remedy ITSM 7.5 workflow and screen / object navigation
• Solid knowledge of Support Group administration – including, but not limited to, member and associate member nuances, functional roles, impacts on ticket assignment, notification (email, paging), on-call management, and People Profile interaction.
• Solid knowledge of Permission Groups and their impact on ITSM Application functionality
• Solid knowledge of Operational Categories, Product Categories, Resolution Categories, and Assignment configuration, including interaction with Support Group and ITSM Applications (Incident, Change, Work Order)
• Solid knowledge of the Atrium Integration Engine (AIE) and/or next generation Atrium Integrator
• Demonstrated ability to maintain Service Request Definitions (SRDs) and Service Request Catalogs
• Solid knowledge of backed Remedy Database Table Structure and their interactions
• Previous experience working with BMC Support Central – managing issues and directing change (RFC – Request For Change) via BMC CAB (functioning as Customer Change Agent).
Good customer presentation and project management skills (including good listening and customer interaction skills)
• Basic Unix/Linux System administration skills
• Intermediate SQL and PL/SQL experience
• Effective technical writing and documentation skills • Strong organization and communications skills; must clearly communicate technical issues and resolutions to key stakeholders, both orally as well as in writing
• Excellent analytical and problem-solving abilities
• Be available for 24x7 on call support
Nice To Have
• Remedy Skilled Professional (RSP) / BMC Certified Administration / RAC certification or other advanced Remedy training classes are a plus
• Technical proficiency in advanced relevant technologies is a plus (BMC Remedy Flashboards, Dashboards, Analytics, Approval Engine)
• Experience Web Services and API programs using C, Java or Perl is a definite advantage
• Experience in Business Objects/ Crystal Reports is definite advantage
• CCNA certification
• Scripting (Shell, Perl) experience is a plus
Thanks & Regards,
Mary Shanthi
IDC technologies
408-868-5129
Mary.shanthi@idctechnologies.com
Yahoo/Gtalk M.recruit3r Linkedin: http://www.linkedin.com/in/marysilvery
Thanks & Regards,
Mary Shanthi
IDC technologies
408-868-5129
Mary.shanthi@idctechnologies.com
Yahoo/Gtalk M.recruit3r Linkedin: http://www.linkedin.com/in/marysilvery
US Office: IDC Technologies, Inc.,1851 McCarthy Boulevard, Suite 116, Milpitas, CA , USA, 95035
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