Responsible for performing technical planning, high level and detailed requirements definitions, test planning and execution (to include use cases, test procedures and test data), software systems integration and technical support for software systems and subsystems. Total software system product may include design, test, installation, operation, maintenance and disposal. Candidate will support a Federal client through BMC Remedy platform upgrade from 9.1 to include transformation to SmartIT, FedRAMP Cloud, Digital Workplace, advanced datalake and reporting capability, and customer satisfaction survey integration. Operational work will continue to evolve ITIL process configuration in support of Enterprise IT shared services as well as the support and maintenance of the integrated ITSM systems.
Duties: Responsible for supporting the Service Management System (Remedy) upgrades, change requests, improvements, fixes and overall structure and operations, under task-based, SDLC and Agile methods. Intermediate level knowledge in ITIL practice areas to support strategic discussion and direction in evolving the service catalog, self-service capabilities, cmdb, asset, incident, problem, change, service level, knowledge, and request management design, workflow, implementation, and overall best practice. Perform change assessments, attend change control boards, provide or perform required change documentation and procedures.
Day-to-day responsibilities include managing overall structure and content of the system. Review events and monitor performance. Review, clean-up user and system accounts as well as other system metadata. Monitor and report on system usage, growth, disk space and set up appropriate alerts. Manage user permissions. Present improvement ideas, analyze requests for change, draft and update system design documentation, understand and implement approved system change requests under change guidance, interface with users, support testing, and provide demos of the changes incorporated.
Knowledge and Skills Requirements: