SAIC is in need of a BMC Remedy Developer. This remote position maybe performed anywhere within the US. The BMC Remedy Developer is responsible for performing technical planning, high level and detailed requirements definitions, test planning and execution (to include use cases, test procedures and test data), software systems integration and technical support for software systems and subsystems. Software system product may include design, test, installation, operation, maintenance and disposal. Candidate must be able to support client through BMC Remedy platform upgrade from v9.1 to current Helix platform. May require experience working with and developing in FedRAMP Digital Workplace, Custom Applications, Premium Connector, Business Workflows and Multi-Cloud Service Management, BMC Discovery ADDM, BMC TrueSight Operations Management, and customer satisfaction survey integration. Advanced warehouse, data lake, data modeling and reporting capabilities a plus.
BMC Remedy Developer is also responsible for supporting the Service Management System (Remedy) upgrades, change requests, improvements, fixes and overall structure and operations, under task-based, SDLC and Agile methods. Must be knowledgeable in ITIL best practices and able to support strategic discussion and direction in evolving the service catalog, self-service capabilities, CMDB, asset, incident, problem, change, service level, knowledge, and request management design, workflow, implementation, and overall best practice.
Day-to-day responsibilities include managing overall structure and content of the system. Review events and monitor performance. Review, clean-up user and system accounts as well as other system metadata. Monitor and report on system usage, growth, disk space and set up appropriate alerts. Manage user permissions. Present improvement ideas, analyze requests for change, draft and update system design documentation, understand and implement approved system change requests under change guidance, interface with users, support testing, and provide demos of the changes incorporated.
Must have experience providing Service Management System administration services, majority with BMC Remedy. Must have experience managing SMS development activities and be proficient in applying the SDLC, Agile, and DevOps principles. Must also have experience it implementing and supporting advanced reporting and performance analytics capabilities (i.e. Business Objects, Crystal Reports, SQL Server Reporting Services).
ITIL Foundations certification required. ITIL Expert and/or Managing Professional preferred.
At least 1 Remedy certification required, BMC Accredited Administrator preferred.
Knowledge and Skills Requirements:
Highly motivated, self-directed and responsible contributor. Effective communicator and relationship builder to system stakeholders and organizational leadership. Be a team player, share knowledge, and learn from others. Ability to ascertain information about current organizational processes and how to go about organizing and improving IT Service Management practices based on the feedback.
Proficiency in configuring the BMC ITSM Suite, and integrated systems including database, reporting, performance, discovery, and survey tools. Design and develop Remedy for multi-tiered user support including Service Desk and IT Operations. Ability to program or script in Java, C, HTML, CSS, PowerShell, and Bash within and outside of the BMC Remedy System. Ability to create, manage, administrate SQL database and programs that query and push data to a SQL database, XML file, and/or a data warehouse. Backup and restore BMC Remedy System in high availability operations if required.
Bachelors and fourteen (14) years or more of related experience; Masters and twelve (12) years or more of related experience; PhD or JD and nine (9) years or more of related experience.
Clearance not needed to apply for position, however, ability to obtain and maintain a Secret clearance upon employment.