ABBTECH Professional Resources, Inc. Remedy Systems Engineer III in Rockville, Maryland
Clearance:Public Trust- NRC (6-8 weeks for them to get cleared)
Manage/provide/develop Remedy ITSM solutions architect end-to-end support/activities/tasks in pre-prod/prod environments; Support development of Op/Res/Prod categorizations/implementations relating to the Remedy ITSM; Develop statistics/reports from various tools/sources data on and using Remedy ITSM products; Lead/manage Remedy ITSM assigned projects/tasks requested by the NRC customer or by submitted/approved CRQ/other work request; Conduct training/mentoring of team/customers on Remedy ITSM related technology and use; Lead efficient identification, troubleshooting, resolving and communication of systemic technical issues/failures/weaknesses/solutions to all responsible parties; Primary contact to respond to/resolve ITSM tool suite system problems/major issues/incidents as they occur; Follow established NRC procedures for problem escalation/timely follow-up; Assist other EUCS team/providers with issues/questions regarding Remedy ITSM; Collaborate with Infrastructure teams to develop/maintain Remedy ITSM data/system integrity; Lead assurance that proper application of federal government security standards compliance; Lead status updates/comments to process owners, service owner(s), management and/or team participants; Conduct customer/Leidos meetings as requested/scheduled as manager of this service; Manage/provide primary contact for Remedy ITSM Continual Service Improvement Initiatives to/with the NRC stakeholders; Lead team/others to create/update documentation including but not limited to Remedy ITSM SOPs, How To’s, and KBA articles; Assist end users with ITSM issues/questions via phone and/or email;
Bachelor’s degree with 8-12+ years or Masters with 6 – 10+ years of prior relevant experience in enterprise-wide BMC/Remedy based ITSM engineering, architecture, administration, and development experience; In depth experience providing leadership/technical engineering, architecture, administration, and development support of BMC Remedy 9.x+ specifically with the standard ITSM components (Service Level Management, Service Request Management, Incident Management, Change Management, Task Management, Work Orders, Problem Management, Asset Management applications and modules), CMDB, Discovery; Smart Reporting (SRM), Digital Workplace, Smart IT, and other BMC products/reporting tools as it relates to/integrated with the NRC ITSM tool suite/products used; Managing and reporting of Remedy ITSM health to support Assets, Configuration, Service dependency mapping, Governance, etc.; Broad understanding of various Business Asset/Inventory Management Tools (preferably BMC Discovery); Experience and strong knowledge of IT Service Management processes to implement/lead others; ITIL Foundations Level (or higher) Certification; experience in the IT Infrastructure Library (ITIL) processes and working knowledge of IT operations/architecture to implement/lead others; Leads/maintains smooth operation of multi-user computer systems, including coordination with network administrators, data analyst, and end user needs/request; Duties may include setting up administrator/service accounts, maintaining system documentation, tuning system performance, installing system wide software and allocate mass storage space; Leads/interacts with users/evaluates vendor products; makes purchase recommendations, coordinates installation and provides backup recovery; Supervise/maintain all scheduled Remedy ITSM development jobs; Lead/support the creation/maintenance of pre-prod back-up support to prod environments; Lead, develop, and update workflows, templates, SP’s and instructions; Lead, develop, and monitors policies and standards for allocation related to the use of Remedy ITSM support; Strong analytical skills for establishing metrics, identifying and resolving systemic failures, and determining weaknesses in documentation and requirements; Qualified candidates should be knowledgeable of the NRC organization, NRC operations, Remedy ITSM, and MS Office Suite.
ABBTECH is an EOE/Minorities/Women/Disabled Individuals/Veterans