ServiceIO Consultancy Services

Job Description Minimum 7-8 years of experience in BMC Remedy / RemedyForce Should have good understanding of BMC Remedy / RemedyForce architecture and its components BMC Remedy/RemedyForce CMDB Architect with minimum 7 years of experience ITIL V3 Foundation certification Knowledge of help desk operations and fundamentals Hands-on experience with Remedy ITSM Suite administration and development Accurate and timely reporting of all MIS to Operations, Senior Management and other customers. Develop and establish operating policies, ITIL practices, internal controls and best practice approaches for computing and information technology systems / services Monitoring the effectiveness of incident management/Problem management/change Management and making recommendations for improvement Good understanding of foundation Data Design and Data Load Coordination and management of Major Incident Management process activities Ability to identify problems at an early stage and solve them effectively Preparation of forecasts, and evaluation of the actual impact of changes Identify, analyze and prepare risk mitigation tactics Ensuring timely handling of all service requests submitted to the Service Desk Ensuring proper routing to the appropriate process and team for processing Carry out the Process Manager responsibilities for the Request Fulfilment process Monitoring SLA performance for compliance with organizational needs and requirements. Facilitating communication between the IT department and its clients in order to define and maintain the SLAs required for each business unit. Negotiation and agreement with the Operational Level Agreements with the Service Provider Manage the current knowledge management practices as well as design new knowledge distribution policies and encourage use of the new practices Analyzing the effectiveness of the new knowledge management programs by observing its usage and evaluate its impact in terms of the organizational benefits Interact with the staff members, unit managers and the clients. Act as a mediator to answer the queries of the clients and staff about the knowledge management products and practices Design and build CMDB Good understanding on Common Data Model of BMC CMDB Experience with installing configuring and integrating out of the box Discovery solution to integrate with the CMDB Integrating with SCCM Solution Reconciliation activity in CMDB Planning population of the CMDB Develop scripts to build application relationship Application modelling Hands on experience in implementing Incident, Problem, Change, CMDB, Release