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

In coordination with the Technical Lead, the BMC Remedy ITSM Developer will perform duties such as the following:

• 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

• The candidate must have a NATO SECRET security clearance

Skills and Competencies:

• 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 customising 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