Remedy Administrator Full Time (2334)

Full Time role in Atlanta, GA 30328

Local candidates and permanent residents only eligible for this role

Rate :- $75 - $80K Annually

Job Description :-

It is important that any candidates we consider have a minimum of 4-5 years current experience as a Remedy developer/administrator. 
Ideally, we would like someone who has experience either implementing Remedy, or performing an upgrade.
We definitely need someone who has the technical expertise in configuring and supporting this application.
This position is more oriented towards being a Remedy admin versus doing development work, it also includes project work on new initiatives in addition to production support.
We are currently on version 7.0.1 for the base system.

PURPOSE OF POSITION :-

The purpose of this position is to provide technical and functional application support and administration services for Service Management applications and related interfaces; to recommend the design or redesign of production programs; devise and modify procedures to solve simple/standard problems; guide the users in formulating system requirements; assist with implementations of client/server, or web projects; perform as a liaison between users, outside vendors, developers and DBA staff to identify and implement best practices; perform troubleshooting for reported issues; provide software administration services; to assist with user documentation and training.

NATURE AND SCOPE :-

This position reports to the Production Operations Manager.
There are no positions reporting to the Dev/Admin Assoc. position.
The primary focus of this position is the Action Request (Remedy) application and its associated interfaces.
The incumbent must maintain a comprehensive functional and technical knowledge base of incident, change, problem and asset management as well as the functionality provided by Action Request products, and the customizations and interfaces that have been added within the Cox environment.
The incumbent is responsible for ensuring the timeliness, appropriateness, applicability and quality of each aspect of a project or application and for recognizing conflicts and producing solutions for a variety of problems.
The incumbent has duties of instructing, directing, or checking the work of other analysts or team members and may act as a point of contact for internal projects.

FUNCTIONAL RESPONSIBILITIES :-

Serves as the System Administrator for Remedy implementations.
Provides 24 X 7 on-call support to all production Remedy environments.
Works with other groups (DBA, Windows, and WEB Support) for maintenance and troubleshooting of Remedy implementations and their host servers.
Provides ad hoc and monthly reports; writes queries or recommends query reporting improvements to users, and performs data file transfers.
Provides training and support for application users by preparing training materials and may conduct training for site and corporate personnel.
Works to resolve production support issues.
Assist in the development of requested enhancements, integration, and customizations.
Managing the software development life cycle of BMC Remedy products

GENERAL PRODUCTION OPERATIONS RESPONSIBILITIES :-

Think clearly and abstractly, in high pressure situations, to resolve critical issues
Communicate in a clear, concise and professional manner.
Articulate and provide convincing arguments around business/technical decisions or direction.
Adapt response to a given situation and appropriately articulate technical language with the customer.
Perform most tasks with minimal direction from management.   Be flexible and willing to work off-hours.
Liaison between architecture, application development, project managers, network infrastructure, server engineering, and support teams.
Represent the team or group at technical and status meetings as required.
Lead technical discussions to determine new application developments and/or changes within current application infrastructure.
Assist in the development of application project-specific work plans and the level to which tasks can be performed.
Timely communication of concerns and issues that may affect the production environment, project schedule and/or user acceptance of the developed application to product manager and project manager.
Respond to critical events after business hours.
Troubleshoot issues with existing or developed systems, and works with the appropriate resources to resolve them.
Perform and assist others with root cause analysis and reporting.
Collaborate and consult with key technical staff to design solutions that meet business requirements.
Maintain status of issues and their resolutions in the ticketing system.
Participate in relevant post mortems following high severity issues.
Adhere to change management and system development lifecycle policies and procedures.
Serve as resource to implement projects plans addressing objectives, timeframes, preliminary testing and post production support of complex software applications.
Serve as a project resource to successfully complete assigned tasks on time and on budget.
Perform audits of the environment to identify deficiencies of standards, performance and availability.
Participate in Disaster Recovery planning and testing.
Maintain current Disaster Recovery documentation and create new documentation, as necessary.
Maintain and increase knowledge and proficiency of appropriate technical competencies.
Stay current on new technology and propose ideas to the team and management that improve efficiency or effectiveness.
Work with vendors to evaluate products and solutions that might improve or enhance the services provided by the team.
Prepare and assist with business case documentation for capital investments in new technologies.
Execute technical presentations to technical, non-technical, and executive audiences.
Prepare status reports for current activities and projects.
Prepare reports regarding the operational state of the environment for managerial review.
Participate in on-call rotation to respond to critical events after business hours.

QUALIFICATIONS :-

5+ years experience with Action Request Systems.
7+ years in a systems or operational support role with troubleshooting experience.
ITIL Foundations Certification required
Remedy Approved Consultant (RAC) Certification Required with extensive experience with Enterprise Integration Engine (EIE)
Proven technical experience working with Action Request Systems in a Unix/Oracle environment,  Windows SQL, and SMS.
Other software desired includes, MS Office products, MS Project, Visio, Crystal Reports, TOAD, familiarity with client server computing environment.
Excellent written and verbal communications skills.
Proven analytical and problem solving skills sufficient to assess problems and recommend effective solutions.
Ability to work on multiple projects and assignments simultaneously.
Four year degree or equivalent experience required.