Remedy BMC Admin

Full Time

Ejada -
Cairo, EgyptPosted 3 years ago

7Applicants for1 open position

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Job Description

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 and other external interfaces
Responsible for configuration & development of BMC Remedy ITSM suite, Service Request, ADDM & Analytics
Provides for on-call 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
Documents and develop training material to include Web based training videos
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