Job Description
Minimum 7-8 years of experience in BMC Remedy / RemedyForce
Should have good understanding of BMC Remedy / RemedyForce architecture and its components
BMC Remedy/RemedyForce CMDB Architect with minimum 7 years of experience
ITIL V3 Foundation certification
Knowledge of help desk operations and fundamentals
Hands-on experience with Remedy ITSM Suite administration and development
Accurate and timely reporting of all MIS to Operations, Senior Management and other customers.
Develop and establish operating policies, ITIL practices, internal controls and best practice approaches for computing and information technology systems / services
Monitoring the effectiveness of incident management/Problem management/change Management and making recommendations for improvement
Good understanding of foundation Data Design and Data Load
Coordination and management of Major Incident Management process activities
Ability to identify problems at an early stage and solve them effectively
Preparation of forecasts, and evaluation of the actual impact of changes
Identify,
analyze and prepare risk mitigation tactics
Ensuring timely handling of all service requests submitted to the Service Desk
Ensuring proper routing to the appropriate process and team for processing
Carry out the Process Manager responsibilities for the Request Fulfilment process
Monitoring SLA performance for compliance with organizational needs and requirements.
Facilitating communication between the IT department and its clients in order to define and maintain the SLAs required for each business unit.
Negotiation and agreement with the Operational Level Agreements with the Service Provider
Manage the current knowledge management practices as well as design current knowledge distribution policies and encourage use of the new practices
Analyzing the effectiveness of the new knowledge management programs by observing its usage and evaluate its impact in terms of the organizational benefits