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Manager (BMC Remedy )

5.00 to 8.00 Years   Pune   21 Feb, 2020
Job LocationPune
EducationNot Mentioned
SalaryNot Disclosed
IndustryBPO / Call Center
Functional AreaOperations Management / Process Analysis
EmploymentTypeFull-time

Job Description

Dear Candidate,Greetings for the day!We are hiring forManager (BMC Remedy )Roles and Responsibilities:

  • Continuous Implementation of Service Desk Incident Problem Management, Service Request Management, Change and Asset management and CMDB tools to better align with ITIL.
  • Perform assessment of IT environment and implemented ITIL/ITSM framework to deliver best practices and industry standards for service delivery began project with ITIL/ITSM Service Strategy, Service Design and Service Transition phases creating and documenting end-to-end process flow.
  • Implement and manage multiple ITSM modules: Incident, Change, Service Request, Asset, Configuration, Knowledge, Problem, Release, Capacity, Availability, and Service Level Management
  • Gathering the business requirements and analysis for new implementations
  • Conduct use case workshops and analysis of feasible future enhancements
  • Design, development, customization and administration of Remedy-based systems that align with SRM, Incident, Problem, Change and Configuration Management.
  • Establish support processes including the ability to submit, monitor, and manage help desk cases, change requests, and asset inventory records in Service Desk.
  • Integrate ITSM with Peoplesoft/ LDAP database for CTM: People updates
  • Integrate SRM with LDAP, /Remedy SSO services for authenticating with remedy people information.
  • Participate in discussions with multiple business units to ensure Service Desk CMDB contents and structures are aligned with other corporate processes and best practices.
  • Create forms, Views, Active Links, Filters, escalations and menus Work Flow Objects .
  • Developing and enhancing Remedy ITSM existing workflows.
  • Design and Develop new modules using Remedy ARS
  • Design the completion of activities such as Infrastructure ITSM Best Practice Incident, Problem, Change Control, Release Management and operations acceptance to ensure success delivery of services
  • Perform Remedy upgrades for the ARS platform
  • Responsible for enhancements of existing modules and installation, migration of definitions and data
  • Customization of Change Management and Service Desk.
  • Administration of AR Server and Production Support.
  • Responsible for license issuance and tracking
  • Responsible for system functionality during operational phase, draft test strategies and test plans to verify accuracy of the functionality, security, fault- tolerance, performance and successful system integration.
  • Integrate and map the external databases to Remedy Applications using View form and Vendor Form - new features of Remedy
  • Assisted in documenting User Manual and facilitate UAT and provide follow up to resolve the issues.
  • Coordinate with the QA Team for the sign-off process before deployment and assisted the Project Manager on creating the Lessons learned document
  • Develop additional integrations as needed
  • Modify existing workflow or build additional workflow after extensive analysis
  • Configurations of workflow automation through BMC Atrium Orchestration
  • Work with analysts on business/technical requirements for ongoing enhancement requests
  • Follow standard processes for design, development, testing, deployment and support of BMC Remedy
  • Participate in production readiness transition (from project to sustaining/support)
  • Fine tuning of configurations and troubleshooting for BMC Remedy ITSM solutions.
  • Documentation like Best practices, SOPs, run-books, site configuration document for BMC Remedy ITSM
  • Assistance, from BMC solutions end, in integration with other BMC & non-BMC tools.
Qualification:
  • Bachelors Engineer Degree in Computer Science or IT or equivalent combination of education, training, and/or experience.
  • Certified BMC Remedy 8.1 Administrator (Must) and/or BMC Atrium CMDB Certification (Preferred).
  • ITIL v3 Foundation (Desired)
Skills / Knowledge:
  • BMC Remedy Action Request System v8+ - Development and Integration
  • Strong knowledge working with Remedy Developer Studio, BMC Atrium CMDB, Remedy forms, ARS workflows, active links, filters, filter guides, and escalations.
  • Implementation knowledge of ITSM Suite v8.x+ (Service Desk, Change & Release Management, SLM, Asset Management, SRMS, Software Lifecycle Management), Knowledge Management, Atrium CMDB 8.x, Atrium Integrator, SAP Business Objects, Remedy Developer Studio
  • Out-of-the box and third-party integration with BMC Remedy tools using web services and APIs
  • Experience in performance tuning and troubleshooting BMC Remedy AR Server issues
  • Experience with Mid-tier and troubleshoot issues with load balancer
  • Experience on Remedy Upgrade & SOAP UI will be an advantage
  • Good knowledge of SRM 8.x, Knowledge Management 8.x, Atrium CMDB 8.x, BMC ADDM
  • Strong ITIL Framework concepts
  • Experience in proposing and implementing architecture of Custom integrations
  • Experience in configuring and working on Remedy Server-group environment
  • Experience working with larger international organizations will be preferred.
  • Excellent Communication skills and team work is a must!
Experience:
  • 7 to 10 Years of overall experience
Statement of Other Duties:This document describes the major duties, responsibilities, and authorities of this job, and is not intended to be a complete list of all tasks and functions. It should be understood, therefore, that incumbents may be asked to perform job-related duties beyond those explicitly described.RegardsTeam HR

Keyskills :
service troubleshooting framework management itil problem servicedelivery sops soap itsm remedy bmc uite level v8.x

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