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Remedy Application Manager-Fully Remote

CTI Resource Management -
Remote

Apply Now

Job Details

Full-time
$43 an hour

Benefits

Health insurance
Dental insurance
401(k)
Flexible spending account
Paid time off
Employee assistance program
Vision insurance
401(k) matching
Employee discount
Professional development assistance
Life insurance
Referral program

Qualifications

ITIL Certification
IT service management
Configuration management
SQL
Query management
CompTIA Security+

Full Job Description

Job Description: (Fully Remote Role)

Position summary:
Directly supervises and coordinates activities of the employees on the Remedy Team. Builds, customizes, integrates, and maintains the Configuration Management Database (CMDB) with capabilities established using Remedy. Listens and interprets requirements received from operation management teams and effectively implements solutions, tests, and implements these requirements.

Job duties include the following: (other duties as assigned)

Directly supervises all Remedy Database Analysts assigned to the team.
Responsible for leadership, management, performance management and professional development of direct reports.
Completes, maintains and processes pertinent paperwork and records, to include workload data.
Responsible for successful relationship management with federal customers responding to current and future needs appropriately.
Ensures teamwork instructions are up to date as well as operation work instructions supporting the Remedy applications.
Responds to team escalated issues
Maintains harmony among workers and resolves grievances.
Ensures compliance with company policies and government regulations affecting procedures and entitlements.
Understands and administers current BMC Remedy ITSM application, Change Management, Incident Management, Asset Management, Problem Management, Service Level Management and Remedy Analytics
Implements and maintains all Configuration Management Databases (CMDB), Service Management and Remedy Knowledge Management.
Experience with SQL databases, My SQL, Relational databases, and query procedures.
Remedy liaison between CNIC Support Center and Remedy developers.
Oversees the development of Remedy data standards and procedures.
Builds Remedy templates, decision trees, and designs workflows in Remedy.
Creates and maintains user permissions and roles.
Works with Remedy customers educating on foundational data structures, validates foundation data, and communicates with Remedy developers for data loads.
Creates/maintains reports using Remedy Analytics and Remedy ITSM reporting tool.
Reviews Remedy reports for accuracy before distribution.
Quarterly review of all Remedy reports to ensure accuracy.
Addresses Remedy issues, errors, and complaints from users.
Reports Remedy network issues to development team and communicates outages to customers.
Trains operational teams and customers on Remedy functionality.
Interprets requirements received from operation management teams.
Understand workflows of all operational areas using Remedy.
Understands and updates company work instructions in SharePoint.
Provide service to customers by answering questions, providing information, making referrals, and assuring appropriate follow-through and/or resolution.
Maintains up-to-date knowledge of Remedy methods, trends, and techniques.
Understands Information Technology Infrastructure Library (ITIL) concepts and policies for managing information technology infrastructure and the relational model in regard to databases.
Assigns duties and examines work for exactness, neatness, and conformance to policies, and procedures.
Ensures Remedy Database Analyst are fully trained to provide backup support.
Provides after hours emergency support via company provided cellular device or a personal device with a company-paid stipend.
This position may require occasional travel.
Attendance and punctuality are essential to the successful performance of this position.
Other duties as assigned.

Job Requirements:

Education and Experience:

Technical Training or AA/AS or High School+ 8 years related experience.
At least three years of specialized experience using commercial or proprietary business operations systems. Strong leadership skills required. Experience managing data for relational database solutions, Remedy ITSM, working at an administrative level within a Configuration Management Database (CMDB). Job requires experience in Structured Query Language (SQL).
ITIL v3 or ITIL v4 certification required but can be obtained within first 6 months of employment.
Security+ required for this position.

Security Clearance: A favorable T3 background investigation required. No access to classified material granted. Employee must maintain eligibility throughout employment. Active Security Clearance Preferred.

Pay: $43.00 per hour

Expected hours: 40 per week

Benefits:

401(k)
401(k) matching
Dental insurance
Employee assistance program
Employee discount
Flexible spending account
Health insurance
Life insurance
Paid time off
Professional development assistance
Referral program
Vision insurance

Work Location: Remote

Apply Now

Refine Your Search

bmc remedy jobs

Remedy Application Manager-Fully Remote

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Remedy Developer

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Infrastructure Monitoring & Automation Engineer / SolarWinds - Must be US Citizen!

Applications Systems Analyst – Senior

Systems Administrator-Monitoring

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