Avaya/BMC Remedy Systems Engineer

6 days ago

New York, New York, United States Matlen Silver Full time
Avaya/BMC Remedy Engineer

Matlen Silver is seeking a highly skilled Avaya/BMC Remedy Engineer to join our team. As a key member of our RTC Operational Excellence team, you will play a critical role in driving improvements, reducing operational risks, and enhancing our Voice and Video infrastructure.

Key Responsibilities:
  • Collaborate with the operational excellence team to establish high-level solution needs and work with cross-functional teams for technical requirements and implementation.
  • Analyze technical data processing routines and drive solutions that promote process efficiency and controls across RTC.
  • Develop and implement operational excellence strategic initiatives focused on driving a culture of continuous improvements.
  • Oversee technical, process, and service deliverables against different risk programs.
  • Responsible for certification of peripherals at our NYC Midtown lab and support of complex meeting rooms at our 2 Bryant Park location.
  • Design service management improvement plans and automate tasks to improve services and reduce issues.
  • Proactively identify opportunities to improve manual processes.
  • Accountable for inventory service management processes and improvements.
  • Create methodology to drive adoption and ongoing use of a new service offering.
  • Engage with other teams to identify and document dependencies; take ownership of relationship and escalation as required to meet objectives.
  • Enable the use of data to drive operational efficiency and effectiveness.
  • Technical knowledge of traditional and IP products, as well as services including telephone systems (Avaya, Cisco), voice mail systems (Unity), Avaya call routing systems, and data communications hardware.
  • Experience with interactive voice response (IVR), automatic call distribution (ACD), and computer telephony integration (CTI) technologies.
  • Knowledge of local and wide area networking on multiple platforms, network protocols/routing, network server/host operating systems, IP networking, internet, and intranet technologies.
  • Technical writer with voice and video platform support/engineering expertise.
  • Collaborate with system engineers/architects to understand and clearly document problem management tickets.
  • Experience building prototypes for data processes, automation workflows, and visualization dashboards and providing support during build/implementation.
  • Experience in an Agile managed organization using products such as Jira, Kanban, and Confluence.
  • Strong analytical, data analysis, and problem-solving skills; able to handle complex information with accuracy and intense attention to detail.
  • Self-motivated with ability to prioritize, meet deadlines, and manage changing priorities.
  • Experience with business and technical requirements analysis and business workflow development.
  • Partner with department functional teams on the creation and management of SLAs specific to platform serviceability.
  • Assist in creating appropriate measurement, reporting, and monitoring metrics that provide guidance for process improvement and/or training opportunities for internal teams.
  • Ability to interact effectively with all levels of customers and leadership.
  • Ability to handle multiple tasks simultaneously and respond under pressure.
  • Interprets diverse requirements into technical Real Time Communications (RTC) solutions framework.
  • Excellent organizational, time, and project management skills; able to effectively manage multiple work streams.
  • Strong written and verbal communication skills.
  • Ensure the stability of environment through lifecycle management.
  • Strong knowledge of BMC Remedy ITSM and Service Now.
  • Experience with the appropriate methods and tools (i.e., workshops, process flow, Visio, BPML) to document system designs, data flows, and dependencies.
  • Understanding of SQL and writing SQL queries to validate data.
  • Understanding of analysis and project management disciplines, processes, and tools.
  • Experience in monitoring and managing issues, risks, and dependencies.
  • Strong reporting skills with a proven ability to manage multiple stakeholders.

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