Job Description

POSITION OVERVIEW: The BMC Remedy Administrator will work with BMC professionals in support of a rapidly expanding ITSM environment, validate and document processes & procedures. Will perform administration of the Remedy ITSM Suite. Knowledgeable on all aspects of BMC Remedy ITSM modules, processes, and understands the interdependencies across all ITSM components and its effects on existing systems. This administrator will contribute to the development, creation, and distribution of key performance indicators for customer defined ITSM process areas. Responsible for ensuring adequate education and training materials exist for ITSM users, and are published and communicated appropriately. Ensures the knowledge base is continually updated as required. May provide support for upgrades and updates as required. Will create accounts, support groups and Product Categories at the direction of the team lead. Will work with process owners and customers to identify requirements and work with developers to validate solutions based on those requirements. Demonstrated knowledge of IT infrastructure to identify the relationships between configuration items - ITIL experienced. DUTIES AND RESPONSIBILITIES:

• Fulfill Enterprise Service Desk and BMC Incident requests, and work with the customer to help implement solutions.
• In this role you will be expected to collaborate closely with Business SMEs and Project Managers (PMs) to understand requirements and implement ITSM System requests.
• Follow BMC recommended best practices
• Other duties as assigned

JOB QUALIFICATIONS:

• Bachelor’s Degree in Computer Science or a related technical discipline, or the equivalent combination of education, technical certifications or training, or work experience
• Security+ CE certification or higher is required
• 2 years BMC Remedy Administration experience
• Experience interacting and assisting customers with issues in an ITSM environment
• Experience with Remedy Account Creation
• 2 years of functional knowledge of BMC ITSM Remedy Software modules (e.g., Incident, Problem, Change, Asset, SRM, RKM, SLM) in version 8.1 or greater
• 2 yrs overall IT experience
• Experience interpreting and updating with system documentation
• Monitors policies and standards for allocation related to the use of computing resources
• Experience verifying testing strategies and documenting results
• Experience providing advice and training to end-users
• May participate in special projects as required
• Knowledge of Helpdesk operations and fundamentals
• BMC Certifications a plus

Our competitive benefits package includes medical and dental coverage, 401k plan with employer contribution, paid holiday, vacation and sick leave, metro-check program, and tuition reimbursement.  

Nationwide IT Services, Inc. provides equal employment opportunities (EEO) to all qualified applicants for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, genetics, disability or protected veteran status.