The Remedy Administer will maintain, operate, modify, and maintain DoD directed help desk Enterprise Information Technology Service Management (EITSM) Remedy systems and associated databases. He / She will configure, and upgrade, the EITSM Remedy system, to ensure alignment with local performance metrics to ensure system availability for service request and restoral activities within the enterprise.
Provide software installation, system configuration, and account management.
Administer application data daily, process queries and reports as requested, and monitor server logs to ensure all system transactions are processed correctly.
Ensure Remedy application are properly patched and on the most current version.
Assist in the development, change, test and deployment of processes into Remedy.
Perform analysis and documentation of requirements and processes.
Establish customized Remedy forms; support database design and schema layout.
Assist in planning and scheduling of changes to the Remedy system and applications.
Maintain and adapt the following applications for the IT customer: Service Desk (SD) Service Level Management, Change, and CMDB.
Identifies and recommends solutions such as program or system modifications to prevent security exposures.
HS +12; or AA/AS +10; or BA/BS +8 years experience in Information Systems
3+ years of experience with BMC Remedy ITSM.
Customer service orientation, knowledge and experience of customer service practices.
Problem-solving capabilities, adaptability and attention to detail.
Preferred experience with BMC Remedy ITSM Suite (Service Desk, Service Level Management, CMDB, Change Management modules).
Experience with administering ITSM including Remedy Service Desk/ Change Management/Asset Management/CMDB, Approval Server, Notifications, Email Engine,
IAT II certification (Security+CE, SSCP, CCNA-Security or equivalent) required
Knowledge of configuring and maintaining all modules of ITSM as well as troubleshooting back-end form data
A Secret or Higher DoD Clearance is required.
Place of Performance: The place of performance is the Washington DC Metro area. The main support locations are Alexandria, VA, Suitland, MD, McLean, VA, Washington DC, Hyattsville, MD and Congress Heights DC.
You must respond to email@example.com or firstname.lastname@example.org to be considered.