About this job

Sapienza Consulting, a tpgroup company, is recruiting a BMC Remedy ITSM Developer – Subject Matter Expert to join NATO – NCIA in Mons, Wallonia, Belgium.

Responsibilities

• Implement IT Service Management system(s) based on agreed technical requirements, and in coherence with the system design and architecture
• Work with the relevant parties to ensure the IT Service Management systems are configured and aligned to the agreed ITIL based processes
• Work with the relevant parties to facilitate the IT Service Management application(s) and system(s) security accreditation
• Provide support to the Technical Lead in ensuring technical coherence across multiple development streams
• Develop Build and Configuration documentation of the ITSM system(s) and provide support in the development of Testing and Training documentation
• Provide support in the testing phases of the ITSM system(s), including but not limited to Factory Acceptance and User Acceptance Testing events
• Provide support in both the preparation and during the Transition to Operations of new ITSM system(s) post Go-Live, including handover activities to the Operations Team

Profile

• Required Security Clearance: NATO Secret
• Extensive experience installing BMC Remedy ITSM Suite (9.1 and higher) in both single and multi-tenancy, and in a highly available and resilient designs
• Extensive experience configuring and customizing the Remedy ITSM suite to align to an organisation’s business processes based on the below ITIL processes (at a minimum):
  • Incident Management
  • Problem Management
  • Request Fulfilment
  • Change Management
  • Release & Deployment Management
  • Service Asset and Configuration Management
• Strong experience gathering, preparing, and loading foundation data into Remedy ITSM
• Experience configuring Approval Center and approval chains
• Extensive Knowledge and experience installing and configuring Remedy Atrium CMDB
• Knowledge and experience integrating various data sources (such as MS SCCM) with Remedy Atrium CMDB
• Experience in deploying and configuring/customising Remedy with Smart IT
• Experience in deploying and configuring/customising Digital Workplace Advanced
• Experience in deploying BMC Smart Reporting and on-boarding users into the application
• Experience building custom reports in Remedy Smart Reporting
• Knowledge and experience configuring CMDB reconciliation and normalisation jobs, and optimising performance of such jobs
• Understanding of infrastructure solutions hosting Service Management tools and technology, including understanding of market leading database solutions (including but not limited to MS SQL and Oracle), hypervisor solutions, storage solutions and load balancing solutions

Soft skills

• Working well as part of a dynamic and multi-cultural team
• Being able to participate in and support meetings with various stakeholders
• Ability to work independently and manage multiple tasks simultaneously

Education and Experience

• A university degree in Computer Engineering or related discipline; alternatively, 5 years of equivalent industry experience
• A minimum of 3 years recent experience in BMC Remedy ITSM Suite development (version 9.1 and higher)
• BMC Certified Professional qualification is highly beneficial but not required
• ITIL 2011 Foundation certificate beneficial