Remedy Administrator

Job Description

Role - SIAM-BMC Helix Technical SME, remedy Years of Experience - 5 to 10 years Location - Pune and Noida Engage in user, System and support requirements gathering and Analysis to provide design and Architectural recommendations as it relates to BMC Remedy applications Scope and Develop Solutions or engage a third party to develop applications based on requirements Knowledge on all aspects of the AR System Server and ITSM Suite (Help Desk, Change Management, Asset Management, Service Level Management) Installation and Configurations of BMC Remedy Applications Implement integrations to BMC Remedy Applications Customizations of BMC Remedy Applications, as required. Develop, Organize and maintain standard Operational procedures (including regular maintenance requirements) and workflow processes and procedures for BMC Remedy Applications Perform regular maintenance duties to the BMC Remedy Applications Environments Create and maintain system and Customization documentation for testing and validation of BMC Remedy Applications Troubleshoot BMC Remedy Applications issues, work with vendors (Coordinate resolution of issues requiring BMC support) as required to resolve issues Administer and develop forms, fields, menus, and workflows in Remedy 9.x and above Provide 2nd/3rd level support for customers experiencing problems with their Remedy 8.x and above Servers/accounts Participate in rolling out Remedy-related services for new customers Supervise the design and automation of customized reports to meet management needs. Knowledge of Dashboards/Analytics/Smart Reporting (desirable) Good Knowledge of web Services Provide technical Consultation as needed. Good Experience in implementing and supporting BMC Remedy Applications Ability to work independently without intensive oversight-must be a go-getter and take initiative on a regular basis finding ways to avoid problems proactively rather than just fixing them after the fact Emphasis on sharing of knowledge through good communications, peer training and written documentation Strong inter-personal skills Positive Customer Service and Team attitude 4+ years of Experience in Remedy ARS and ITSM / Helix Smart IT /DWP/Dashboards etc Good Knowledge of Integration with 3rd Party tools like ServiceNow, HPOV etc using Rest API & Java API Hands on Developer Studio & Innovation Studio for any new development or enhancement of features Having good troubleshooting/Problem Solving skills Good Knowledge of ITIL and Other IT best practices frameworks (ideally Foundation certified) Degree in Engineering or master’s in computers