Responsibilities
The ITSM Tools Developer is responsible for the development, implementation and sustained support of the IT Service Management system. They will provide creative solutions to resolve business problems via customer requirements based on system capability, process gaps (ITSM/ITIL) and cultural challenges. The Tools Developer will provide on-going technical assistance, handling incident tickets on a priority basis, software configuration/customization assistance including, but not limited to: screen tailoring, workflow administration, report setup, data imports, LDAP integration, custom scripting and third party software integrations. This includes working with process owners to develop workflow, implement the workflows in Service Applications and administer the tools.
• 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
