Job
Description
We are seeking a seasoned ITSM BMC Remedy (ITSM) L3 Support Engineer to lead our team in providing advanced technical support for BMC Remedy ITSM suite. The ideal candidate will possess deep expertise in BMC Remedy ITSM modules and demonstrate strong leadership skills to mentor junior team members and drive continuous improvement initiatives. This role will involve resolving complex technical issues, optimizing system performance, and implementing best practices to enhance IT service management processes. JOB DESCRIPTION: Lead the Level 3 technical support for BMC Remedy ITSM suite, including Incident Management, Change Management, Problem Management, Asset Management, and Service Request Management modules. Serve as the subject matter expert for BMC Remedy ITSM applications, providing guidance and assistance to Level 2 support engineers in troubleshooting and resolving escalated issues. Analyze and resolve complex technical problems related to BMC Remedy ITSM functionality, configuration, and integration with other systems. Collaborate with internal stakeholders, vendors, and external partners to develop and implement solutions that address business requirements and improve system performance. Lead system upgrades, patches, and enhancements for BMC Remedy ITSM applications, ensuring compatibility, stability, and minimal disruption to business operations. Conduct performance monitoring and tuning activities to optimize BMC Remedy ITSM applications and ensure efficient utilization of resources. Develop and maintain technical documentation, including troubleshooting guides, configuration procedures, and best practices, to facilitate knowledge sharing and training. Stay abreast of industry trends and emerging technologies in IT service management to identify opportunities for process improvement and innovation. Provide mentorship and training to junior team members, fostering their professional growth and development within the organization. REQUIRED SKILLS AND QUALIFICATIONS: Bachelors degree in Computer Science, Information Technology, or related field. Minimum 5 years of experience in providing Level 3 technical support for BMC Remedy ITSM suite. Extensive knowledge of BMC Remedy ITSM modules and components, with hands-on experience in troubleshooting and resolving complex technical issues. Strong understanding of ITIL framework and best practices for IT service management. Proficiency in BMC Remedy AR System administration, configuration, and customization. Excellent leadership and interpersonal skills, with the ability to effectively communicate technical concepts to non-technical stakeholders. Proven track record of leading successful system upgrades, migrations, and enhancements for BMC Remedy ITSM applications. ITIL Intermediate or Expert certification is preferred. Experience with BMC Remedy Smart Reporting, BMC Atrium CMDB, and ITSM integration tools (e.g., REST API, SOAP) is a plus. PERSONAL ATTRIBUTES: Strategic thinker with a proactive approach to problem-solving. Strong team player with a collaborative mindset. Ability to thrive in a dynamic and fast-paced environment. Commitment to continuous learning and professional development. Exceptional organizational and time management skills. If you are a seasoned ITSM professional with a passion for innovation and excellence, we invite you to apply for this challenging and rewarding role to lead our ITSM BMC Remedy (ITSM) L3 support team.
