Job Role : To be handle ticketing system (BMC Remedy) and Responsible for the support, configuration and development of ITSM and customer ticketing suite, Serve as a subject matter expert for Service Desk tool and other ITSM tools. Troubleshoot and resolves system and transaction issues.
Duties & Responsibilities :
- business requirement analysis, design, development, testing.
- Solutions and presentations to different stakeholders inside the organization.
- a detailed business analysis, outlining problems, opportunities, and solutions for a business.
- business requirements and reporting them back to stakeholders.
- Foundation data validation, maintaining assets in CMDB, and promotion using Data Management Tool or Discovery/third party system.
- on CTT/NTT process management, Problem Management, Change Management, Knowledge Management, Service Request Management, Service Level Management, CMDB/Asset Management, Smart IT, DWP, Discovery and Reporting solutions
- of ITSM Process flow, CMDB Implementation, Reconciliation engine, Atrium Integration Engine (AIE), ARDBC, AREA and LDAP Configuration, and Web Services, development and administration, including ITSM, Mid-Tier implementation and configuration.
- for Planning and monitoring of SDM solution.
Job Requirements :
- degree in Computer science or equivalent degree
- with Database Oracle and SQL Server functions and procedures.
- on Windows, Solaris/Linux.
- with project management principles and tools for effective planning, execution, and delivery of new projects.
- SDM Developer Certified.
- SDM Administrator Certified
- Certification.
- on Windows, Solaris/Linux.
+ 7 years of Experience working on BMC Remedy system, AR System 9,19.x,20.x, ITSM 9,19.x,20.x, atrium CMDB 9,19.x,20. x, SLM 9,19.x,20.x, AIE Integration and SRM 9,19.x,20.x, Smart IT, DWP, BMC Helix, BMC Cloud
Experience working with BI Tools: BMC Smart reporting, Grafana.
Skilled knowledge of ITSM Process flow, CMDB Implementation, Reconciliation engine, Atrium Integration Engine (AIE), ARDBC, AREA and LDAP Configuration, and Web Services, View and Vendor Forms, development and administration, including ITSM ARS Mid-Tier implementation and configuration
