ITSM Remedy Production Support

Overview:

Key Responsibilities:

• Monitor and maintain the Remedy system to ensure uninterrupted production operations
• Provide technical support and assistance to endusers and internal teams
• Perform system configuration customization and enhancements as required
• Identify and resolve incidents and problems related to ITSM processes and applications
• Collaborate with crossfunctional teams to implement changes and updates
• Create and maintain documentation for support processes procedures and configurations
• Develop and execute test plans for system upgrades and patches
• Conduct system performance analysis and optimization
• Participate in oncall rotations and respond to system outages and emergencies
• Provide training and guidance to users on ITSM best practices and usage

Required Qualifications:

• Bachelors degree in Computer Science Information Technology or related field
• Proven experience in ITSM administration and support
• Proficiency in BMC Remedy ITSM suite
• Strong understanding of ITIL framework and best practices
• Excellent troubleshooting and problemsolving skills
• Ability to communicate effectively with technical and nontechnical stakeholders
• Experience in system configuration customization and enhancement
• Knowledge of relational databases and SQL
• Capability to work in a fastpaced and dynamic environment
• ITIL certification is a plus

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