Job Description:
• The client is seeking supplemental support to assist with the day-to-day administration/management activities of its CMDB. Client needs a dedicated resource, with expertise in Remedy and tools (e.g, ADDM Discovery) for the management of these assets. The project consists of Critical Lifecycle Management Services, ADDM discovery, CMDB asset intake and administration/management and assistance with day-to-day services.
Scope of Services:
• Evaluating and gathering current BMC Remedy/Helix CMDB current practices and processes for current BAU work as well as NextGen related work
• Reviewing Incident management, service request management, change management, configuration management and other ITIL process areas for current BAU work as well as NextGen related work
• Reviewing Lifecycle tools such as Discovery, ADDM, Netscout, SCCM, and CMDB related tools and / or products
• Troubleshooting and auditing of Incident, Release, Change and Lifecycle Management processes
• Identifying and ensuring critical Configuration Items (CI) for current state and NextGen are properly accounted for and documented in the CMDB
• Identifying, adding, modifying, and removing CIs via automation/remedy workflow
• Reconciliation and validation of CI relationships for current BAU work as well as NextGen related work
• Auditing configuration records and dependency information for current BAU work as well as NextGen related work
• Determining areas for optimization and best practices for current BAU work as well as NextGen related work
• Examining and recommending enhancements and potential tool-sets for Incident, Change, Service Requests, Release and Lifecycle control procedures
• Provide applicable documentation, workflows, diagrams, etc.
Mandatory Skills/Experience:
• Minimum 8 years of experience in BMC Remedy ARS, CMDB, ITSM, SLM, SRM development, customization, administration and support
• Remedy ARS, CMDB, ITSM installation and configuration experience in version 18.x and up
• Remedy integration experience with other tools like ADDM, Netcool/ScienceLogic, Active Directory
• Remedy smart reporting experience
Desirable skills/experience:
• BMC Remedy certification
• ITIL Certification
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