New York City Office of Technology & Innovation · 2 days ago

ESM Applications Administrator

Brooklyn, NY

Full-time

Hybrid

Mid, Senior Level

5+ years exp

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Responsibilities

Handle all types of Incidents, Changes, Problems, and Requests to support BMC Helix/Remedy ITSM applications

Create, implement, and sustain BMC Remedy workflows and forms

Build and sustain reports and dashboards within BMC Helix/Remedy

Review and administer BMC Remedy servers in all environments

Create/maintain support related documentation and work procedures

Run uploads of new/modified Asset/CMDB data

Migration of code from one environment to another

Assist with the upgrades of BMC Remedy applications

Oversee the workflow/process definition in ITIL areas

Provide clients with assessment of IT operational maturity and identify improvement targets

Qualification

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ElectronicsBMC RemedyITSMBMC Digital WorkplaceBMC HelixAR SystemServiceNowSoftware lifecycleITILService ManagementServiceNow System Administrator certificationITIL Foundation certificationBMC DeveloperInnovation StudioCommunicationOrganizationalProblem-solving

Required

A baccalaureate degree from an accredited college including or supplemented by 24 credits in the field of voice and/or data telecommunications or in a pertinent scientific, technical, electronic or related area, and four years of satisfactory fulltime experience in the performance of analytical, planning, operational, technical, or administrative duties in a voice and/or data telecommunications or closely related electronics planning, management, and/or service organization, one year of which must have been in a highly specialized capacity and 18 months must have been in an executive, managerial, or administrative capacity or in the supervision of staff performing work in the voice and/or data telecommunications field; or

An associate degree from an accredited college including or supplemented by 12 credits in the field of voice and/or data telecommunications or in a pertinent, scientific, technical, electronic or related area and five years of experience as described in '1' above; or

Education and/or experience equivalent to '1' above. However, all candidates must have at least a four-year high school diploma or its educational equivalent and one year of the specialized experience as described in '1' above and must possess the 18 months of executive, managerial, administrative or supervisory experience as described in '1' above.

Preferred

5+ years’ experience in BMC Remedy products, including product design, configuration and integration with 3rd party tools experience with installation and configuration of BMC Remedy applications Extensive expertise in BMC Remedy ITSM architecture and data model. Proficient in BMC Digital Workplace and Business Workflows. Strong command of BMC Remedy ITSM workflows and forms detailed knowledge of AR System 20.x, new container based architecture for on-prem versions and BMC Helix cloud versions, strong BMC Remedy ITSM workflow and customization experience proficiency with BMC Digital Workplace and Remedy ITSM Application Configuration good understanding of complete software life cycle ITIL process knowledge (Incident Mgmt, Change Mgmt, Configuration Mgmt, Asset Management and Service Management) proven success with BMC Remedy and ITSM implementations (Helpdesk, Change, Service Request, SLM, Asset, BMC Digital Workplace) good communication and organizational skills ability to work with technical and non-technical staff Experience with BMC Developer and Innovation Studio. Experience in customizing, supporting ServiceNow applications, migrating Remedy applications to ServiceNow. ServiceNow System Administrator certification is a plus ITIL Foundation certification preferred.

Company

New York City Office of Technology & Innovation

The Office of Technology and Innovation (OTI) leverages technology to drive opportunity, improve public safety, and help government run better across New York City.

Brooklyn, New York, USA

1,001-5,000 employees