BMC Remedy ITSM Consultant

Job Description

• Responsible for the operation, maintenance, and second level support activities for Remedy service as well as SAP/BMC analytics reporting service summarized as below:
• Data activation and onboarding of new customers to the Remedy system.
• Managing customers’ data, bought products, CIs, and contracts, and making sure they are imported successfully from Salesforce system to Remedy system.
• Configuring new products as per banking requirements with its related groups, users, operational categories and access to customers and internal teams to the new product.
• Configuring new customers SLAs and maintaining the current SLA for current customers.
• Managing Remedy and Reporting users, groups, and access rights as per the company policy.
• Troubleshooting system issues in both mid-tier and application tier.
• Ensure that all incidents and problem tickets created by customers and internal teams are resolved within the agreed SLA and OLA.
• Check the service restoration after any change in the data center infrastructure.
• Deploying security batches, bug fixes that are being released by the vendor.
• Designing and scheduling SAP/Analytics reports for customers, team leaders, and management.
• Remedy and Reporting services daily health checkup.
• Updating servers’ operating systems monthly.
• Support the on-call activities as per the 24/7 model.

Job Requirements

• BSc of Computer Science or equivalent
• 3-7 years’ of relevant experience .
• Excellent communication skills.