About the Position:

The successful applicant will be responsible for providing technical leadership and support on customer engagements and developing/evolving best practices for delivery of BMC Business Service Management (BSM) solutions, specifically Remedy and/or ITSM.

 

Primary Responsibilities

·            Responsible for providing technical consultancy skills to project teams at client sites to deliver required outcomes and produce additional business with BMC clients.

·            Understand the business of IT operations, Business Service Management and foundational level of IT Infrastructure Library (ITIL). Apply these skills and knowledge to improve the operational effectiveness of efficiency of the IT environment.

·            Implement, customize, and configure BMC products as part of a defined BMC Route to Value (i.e. Change and Configuration Management, Asset Management and Discovery, Service Impact and Event Management, Incident and Problem Management or Service Level Management)

·            Integrate BMC products to each other and third-party applications.

·            Improve the quality and efficiency of the solutions delivered to BMC clients as a means to improve BMC business margins.

·            Identify client needs and communicate the value of BMC’s solutions and the cost effectiveness of BMC solutions.

·            Provide technical support to all customers who have paid a premium for our highest level of support.

·            Meet customers face-to-face on a periodic basis and provide extensive proactive/preventative support.  

·            Job scope includes trouble-shooting and solving issues of diverse scope related to Remedy applications, multiple operating systems and databases, and networks.

·            Ability to take full ownership and control of a problem or issue with minimum supervision.  

·            Show initiative and take an active leadership role.

Roles and Responsibilities:

·            Certified on multiple product families.

·            Should maintain ongoing product knowledge.

·            Certified in IT Infrastructure Library (ITIL).

·            Certified on BMC solutions would be an advantage but not a deal breaker

·            Familiar with other IT Service Management technologies. (ITSM)

·            Working knowledge of IT operations and management.

·            Ability to take direction and work independently in achieving stated objectives.

·            Nights, Weekend and holiday work may be required

·            Travel will be required

 

Position Requirements:

·            Maintain high level of customer satisfaction

·            Respond and resolve all customer inquiries (via phone, e-mail, web) for designated area(s) of expertise
Treat all issues with urgency

·            Exercises judgments within defined procedures/practices and may determine appropriate action

·            Strong technical knowledge in specific area(s) (NT, UNIX, RDBMS, Networking, Web, Workflow)

·            2+ years Remedy trouble shooting, product knowledge

·            Obtained and demonstrated subject matter expertise (SME) in multiple skill sets

·            Basic office skills (Word, Outlook, Excel, general database)

·            Strong organizational skills

·            Exceptional trouble shooting ability

·            Proven customer service management skills

·            Excellent written & verbal communication

·            Good knowledge of IT industry and best practices

·            Familiarity of Project Management

·            4-6+ years experience

·            BS degree in CS or related technical field OR equivalent experience in programming software for systems and/or applications

·            RDBMS experience preferred

·            Write and/or contribute to customer proposals and project plans.

·            Foundations Certified in IT Infrastructure Library (ITIL).

·            Broad understanding of Service Management best practices.

 

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