Description
Job Title: ITSM Engineer-L2
Job Location: Dublin, Ireland
Job Type: Contract
POSITION PURPOSE
Reporting directly to the Global Head ITTP Architecture & Engineering, within the Enterprise Architecture Function, this role is responsible to perform the necessary technical leadership, facilitation, analysis and design tasks related to the development and support of the technical IT Tools & Processes (ITTP) ecosystem across Client.
The primary responsibilities are to:
- Provide technical expertise in the design, planning and deployment of the ITSM relevant tool suites, associated interfaces and supporting modules. (eg BMC RemedyOnDemand (RoD), BMC ADDM, BMC Atrium CMDB)
- Engineering oversight for the various migration and customer on-boarding projects.
The Responsibilities are as follows:
Support the design and development of ITSM-related business requirements and ensure correct adherence to Client's design standards
Provide subject matter expertise in ITSM technologies and how they support relevant ITSM processes
Be the subject matter expert for all Remedy infrastructure requirements including ARS, mid-tier, email engine, approval engine, etc.
Provide expertise around the management and administration of Remedy Applications, including Atrium CMDB, Atrium Integrator, product catalogue and integration standards
Provide development and administration expertise for BMC SRM and MyIT for end user services and service catalogue development
Provide input into ITSM tools training and testing to ensure adherence to relevant compliance and standards requirements
Maintain design and engineering standards for system solutions supporting ITSMaaS (IT Service Management as a Service) for Client.
Manage governance processes supporting adherence to the relevant technology standards and development practices across ITTP.
Address escalated technical support service issues as needed until completion.
Provide consulting as called upon throughout the Client's enterprise on ITSM-related issues.
Required Skills:
Strong experience working with BMC Remedy/ARS, most of that time preferably in an engineering/developer role.
Experience of developing integrations with third party products
Experience of supporting Remedy ITSM/ARS systems in a large scale, enterprise environment
Experience working with BMC ADDM a distinct advantage
BMC Remedy AR System certification for Administrator and Developer
Demonstrable exposure across the full suite of BMC ITSM applications and platform
ITIL v3 foundation or greater a requirement
Experience of working with clients in a consulting role