Remedy Database Analyst (Remote)

Position summary: Remote

Builds, integrates, and maintains the Configuration Management Database (CMDB) with capabilities established using Remedy. Listens and interprets requirements received from operation management teams and effectively implements solutions, tests, and implements these requirements. Analyzes and maintains current version of Remedy ITSM Configuration Management Database (CMDB).  Listens and interprets requirements received from operation management teams and effectively reports and responds. >

Essential Duties and Responsibilities: Job duties include the following: (Other duties may be assigned.)

• Understands and administers current BMC Remedy ITSM application, Change Management, Incident Management, Asset Management, Problem Management, Service Level Management and Remedy Analytics


• Responds to Change Management, Incident Management, Asset Management, Problem Management, Service Level Management and Remedy Analytics ticket requests.


• Implements and maintains CMDB 20.02 or higher, Service Management and Remedy Knowledge Management.


• Has knowledge of Crystal reports, SQL databases, My SQL, Relational databases, and query procedures.


• Remedy liaison between CNIC Support Center and Remedy developers.


• Oversees the development of Remedy data standards and procedures.


• Creates/maintains reports using Remedy Analytics and Remedy ITSM reporting tool.


• Reviews Remedy reports for accuracy before distribution.


• Quarterly review of all Remedy reports to ensure accuracy.


• Creates and maintains user permissions and roles.


• Addresses Remedy issues, errors and complaints from users.


• Communicates with CNIC Customers, Remedy administrators and developers


• Assists in the development of Remedy data standards and procedures.


• Builds Remedy templates, decision trees, and designs work flows in Remedy.


• Assists in creating and maintaining user permissions and roles.


• Works with Remedy customers educating on foundational data structures, validates foundation data, and communicates with Remedy developers for data loads.


• Reports Remedy network issues to development team and communicates outages to customers.


• Trains operational teams and customers on Remedy functionality.


• Understand workflows of all operational areas using Remedy.


• Provides service to customers by answering questions, providing information, making referrals, and assuring appropriate follow-through and/or resolution.


• Shares work with the other Remedy Database Analyst.


• Understands and updates company work instructions in SharePoint.


• Understands Information Technology Infrastructure Library (ITIL) concepts and policies for managing information technology infrastructure and the relational model in regards to databases.


• Ensures work products are exact in meeting requirements assigned, met and conform to policies and procedures.


• Examines work for exactness, neatness, and conformance to policies, and procedures.


• Provides after hours emergency support via company provided cellular device or a personal device with a company-paid stipend.


• Attendance and punctuality are essential to the successful performance of this position.


• Other duties as assigned.

Skills:                                                                                                                                                

• Critical Thinking - Using logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions or approaches to problems.


• Troubleshooting - Determining causes of operating errors and providing solutions


• Complex Problem Solving - Identifying complex problems and reviewing related information to develop and evaluate options and implement solutions.


• Active Listening - Giving full attention to what other people are saying, taking time to understand the points being made, asking questions as appropriate, and not interrupting at inappropriate times.


• Active Learning - Understanding the implications of new information for both current and future problem-solving and decision-making.


• Critical Thinking - Using logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions or approaches to problems.

Attributes:

• Near Vision - The ability to see details at close range (within a few feet of the observer).


• Written Comprehension - The ability to read and understand information and ideas presented in writing.


• Deductive Reasoning - The ability to apply general rules to specific problems to produce answers that make sense.


• Problem Sensitivity - The ability to tell when something is wrong or is likely to go wrong. It does not involve solving the problem, only recognizing there is a problem.


• Oral Comprehension - The ability to listen to and understand information and ideas presented through spoken words and sentences.


• Inductive Reasoning - The ability to combine pieces of information to form general rules or conclusions (includes finding a relationship among seemingly unrelated events).