Responsibilities
• Managing Foundation data.
• Customization of workflows.
• Integration using web services.
• Add new; improve overall navigation of system that launches reports, lists of data, or dashboards.
• Create new and modify existing reports and dashboards.
• Develop and implement new functionality determined necessary to support ITIL processes.
• Enhance functionality based on Continual Service Improvement requirements/changes.
• Aiding in translating business requirements into technical requirements.
• Fix defects when they arise.
• Monitor overall system performance using system performance and diagnostic tools and dashboards.
• Integrate IT Service Management System with other systems (for the potential discovery of assets, user access via LDAP, auto-creation of Incidents via Event Management Systems, etc.). Monitor and maintain integrations after implementation.
• Open Incident and Change Requests (e.g. submit bug/fix Incidents; submit instance clone/upgrade requests).
• Coordinate maintenance required for the BTS instance with 3rd party vendors and internal teams.
• Answer "how to" technical and application configuration questions of other members of the technical team and process owners.
• Facilitate roll out of new applications and modules.
• Provide process leadership and direction to individuals and teams.
Requirements
• Bachelor Degree or Diploma in Electrical/Electronic/Computer Engineering/Information Systems
• 5 years systems administration experience with at least 2 years’ experience in workflow customization.
• Solid understanding of ITSM processes and Integration techniques.
• Working knowledge of BMC Remedy ITSM modules and functions (Active Link, Filters, Form
customization, SLM, SR Catalogue, Approval Mapping, Debugging, Reporting, CMDB,
Foundation data) is a MUST
• Good analytical and trouble-shooting skills in the area of technical fault isolation and rectification.
• Willing to standby and provide after office hour support when needed.
• Working knowledge of Active Directory, LDAP, AJAX, CSS, XML, Java Script experience a plus.
• Writing test scripts.
• Working knowledge of relational databases.
• Application Development experience (e.g. SDLC, Agile Scrum, etc.).
• Excellent written and verbal communications and Customer Service skills.
• The ability to take complex end-user requirements to system requirements to code.
• ITIL Certification (helpful, provides background and a frame of reference).
• Experience in the management of all phases of the application lifecycle and best practices to include requirement gathering, design, development, testing (application code and user acceptance), and deployment.
Licence No: 12C6060
