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Systems Engineer II (Aurora, CO)

Posted 2 years ago in Information Technology



The Remedy Administrator provides full Remedy administration support for an enterprise implementation of best practices from ITIL (Information Technology Infrastructure Library). This role support all key process areas of ITIL including service level management, IT service continuity management, change management, release management, asset management, knowledge management, incident management, problem management, service measurement, CMDB, analytics and dashboard.

Must be familiar with Remedy 7.6.4.

Summary of Key Responsibilities:
• Full proficiency in the administration of BMC Remedy IT Service Management (ITSM) suite and IT Business Management (ITBM) and related modules including Asset Management, Change Management, Customer Support, IT Service Management, Knowledge Management, Release Management, Incident Management, Service Desk, Service Level Agreements, CMDB, BMC analytics and BMC Dashboard
• Diagnose, operate, administer, configure and maintain the Remedy Trouble-Ticket system
• Accountable for administration, of Remedy Action Request System solutions, with a strong focus on multi tendency configuration, troubleshooting, backend workflow with strong proving skill in implementing customizations.
• Assist in the gathering of requirements, prepare technical assessments, provide technical support, training and administration
• Work across teams to ensure the highest level platform performance, availability and disaster recovery
• Scheduling, testing and deploying regular patches to multiple environments
• Work closely with the process SME’s to assist in the appropriate extension, integration or development of the platform
• Develop, publish and maintain statistical, management and custom reports
• Excellent analytical and problem-solving abilities
• Effective technical writing and documentation skills
• Strong organization and communications skills; must clearly communicate technical issues and resolutions to key stakeholders, both orally as well as in writing

Preferable Qualifications & Experience:
• 3-5+ years of relevant experience
• 7.6.04 Experience Required, including the configuration of the Change Management Database
• Remedy Analytics is a must: the ability to configure and schedule appropriate reports to establish baselines and track performance metrics
• Good customer presentation and project management skills (including good listening and customer interaction skills)
• Technical proficiency in relevant operating systems, applications, programming languages and technologies (including the BMC Remedy Action Request System, Mid-Tier, ITSM Suite components, and ITBM)
• Engage in user, system, and support requirements gathering and provide architectural solution to meet customer requirements of the Remedy application
• Excellent analytical and problem-solving abilities
• Effective technical writing and documentation skills
• Strong organization and communications skills; must clearly communicate technical issues and resolutions to key stakeholders, both orally as well as in writing
• Remedy Skilled Professional (RSP) certification or other advanced Remedy training classes are a plus
• Technical proficiency in advanced relevant technologies is a plus (BMC Remedy Flashboards, Dashboards, Analytics, Approval Engine, Web Services and API programming; SQL Server; Oracle, Unix; Java; C++, etc)

Location: Aurora, CO
Duration: 6+ months (likely extension)
Compensation: $25.00 - $37.50

About On-Board Services:

Company Vision
In 2001, the ownership and management of On-Board set forth a corporate vision to become the leading provider of professional services in North America. In pursuit of this vision, On-Board will embrace the core values of superior quality and customer service, strive for continuous improvement in all aspects of our service offerings, assemble, develop and retain the best talent in the marketplace.

Our Mission
On-Boards corporate Mission is to provide Flexible Service by applying the talents of our people, work processes and technology to meet our clients expectations in a safe, responsible and dependable manner consistent with our people and quality principles.

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