Remedy IT Service Management Administrator

4 weeks ago

Suitland, Maryland, United States Leidos Full time
Job Summary

Leidos is seeking a highly skilled Remedy IT Service Management Administrator to join our team in Suitland, MD. As a key member of our IT team, you will be responsible for providing top-notch support for users located throughout the National Maritime Intelligence Center (NMIC) and other activities around the world.

Key Responsibilities

  • Manage the structure and content of BMC Remedy applications.
  • Monitor, analyze, and report Remedy applications' performance to ensure operational efficiency.
  • Create and manage user accounts and user access permissions.
  • Write documentation regarding administration, maintenance, and structure.
  • Provide leadership in design, automation, enhancements, upgrades, and implementation pertaining to IT Service Management (ITSM), Configuration Management Database (CMDB), Service Level Management (SLM), and Service Request Management (SRM).
  • Develop solutions to complex technical issues and problems that impact multiple modules, including the ITSM, CMDB, SLM, and SRM.
  • Design, develop, and implement workflow for Remedy applications to meet customer mission requirements.
  • Track, prioritize, and implement enhancement requests and defect corrections, while leveraging formal Change Management processes.
  • Work cross-functionally when upgrading applications, execute the required testing, and provide training and knowledge transfer to other employees as necessary.
  • Coordinate across IT domains and multiple teams (internal and external) and influence customer leadership regarding solution design, process, and/or approaches to ensuring all systems are up to date, working efficiently, and ensuring all mission requirements are met.

Requirements

  • Active DoD Top Secret/SCI clearance.
  • Bachelor's degree and 12 years of experience; or a Master's degree with 10 years of experience. Additional years of experience may be considered in lieu of a degree.
  • Active IAT Level II DoD Approved 8570 Baseline Certification (e.g., Security CE) or higher, or the ability to obtain within 30 days from offer of acceptance.
  • 2 years of BMC Smart Reporting and performance metrics or comparable reporting tools.
  • 6 years of experience with the Remedy ITSM Suite System Administration and development.
  • 3 years hands-on experience with Asset Management, Service Request Management, and Change Management.
  • 3 years supporting Remedy 9x or higher and implementing and administering Asset Management and BMC Discovery.
  • ITIL V3 or V4 Foundation certification.
  • Demonstrated experience in Remedy administration to include building, creating, and customizing applications, with various Remedy ITSM modules (Incident, Problem, Change, Knowledge, SRM, Asset, CMDB, Self-Service, Discovery), account management.
  • In-depth knowledge of Helpdesk operations and fundamentals.
  • Strong collaboration and communication skills.

Preferred Qualifications

  • BMC Certified Developer/Associate certification.
  • Remedy certification.

Additional Information

Leidos is an equal opportunity employer/disability/vet. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status. Leidos will consider qualified applicants with criminal histories for employment in accordance with relevant Laws.

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