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.
- Must be able to communicate with technical and non-technical individuals and teams.
- Must be able to work in a fast-paced production environment.
- Must be able to handle multiple tasks and projects with various and changing levels of priority.
- Must be open to other’s ideas, strategies, etc., as part of a decision-making team.
- Self-driven and ability to work independently
