Job
Description
We are seeking an experienced ITSM BMC Remedy (ITSM) L2 Support Engineer to join our team. The successful candidate will be responsible for providing Level 2 technical support for BMC Remedy ITSM (Information Technology Service Management) suite, ensuring the smooth functioning of IT service management processes. This role involves troubleshooting, incident resolution, configuration management, and collaborating with stakeholders to enhance system performance and reliability. JOB DESCRIPTION: Provide Level 2 technical support for BMC Remedy ITSM suite, including Incident Management, Change Management, Problem Management, Asset Management, and Service Request Management modules. Investigate and resolve escalated incidents and service requests within agreed SLAs, ensuring minimal disruption to business operations. Perform root cause analysis for recurring issues and implement permanent resolutions to prevent future occurrences. Assist in the configuration, customization, and maintenance of BMC Remedy ITSM applications to meet business requirements. Collaborate with internal teams and vendors to troubleshoot complex technical issues and implement solutions. Participate in system upgrades, patches, and enhancements, ensuring compatibility and minimal downtime. Document troubleshooting steps, resolutions, and system configurations for knowledge sharing and training purposes. Provide guidance and training to Level 1 support technicians and end-users on BMC Remedy ITSM functionality and best practices. Stay informed about industry trends and best practices in IT service management to continuously improve processes and systems. REQUIRED SKILLS AND QUALIFICATIONS: Bachelors degree in Computer Science, Information Technology, or related field. Minimum 3 years of experience in providing technical support for BMC Remedy ITSM suite. In-depth knowledge of BMC Remedy ITSM modules, including Incident Management, Change Management, Problem Management, Asset Management, and Service Request Management. Proficiency in BMC Remedy AR System administration, configuration, and customization. Strong troubleshooting and problem-solving skills with the ability to analyze complex issues and implement effective solutions. Excellent communication and interpersonal skills, with the ability to interact professionally with stakeholders at all levels. Proven ability to work effectively in a fast-paced environment and manage multiple priorities simultaneously. ITIL Foundation certification is preferred. Experience with BMC Remedy Smart Reporting and BMC Atrium CMDB is a plus. PERSONAL ATTRIBUTES: Customer-focused mindset with a commitment to delivering high-quality service. Strong analytical thinking and attention to detail. Ability to work independently and as part of a team. Adaptability and willingness to learn new technologies and processes. Excellent time management and organizational skills. If this description aligns with your expertise and career aspirations, we encourage you to apply for this exciting opportunity to join our dynamic ITSM team.
