Remedy Application Manager

Position summary:
Directly supervises and coordinates activities of the employees on the Remedy Team. Builds, customizes, 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.

Essential Duties and Responsibilities:

Job duties include the following: (other duties as assigned)

• Directly supervises all Remedy Database Analysts assigned to the team.
• Responsible for leadership, management, performance management and professional development of direct reports.
• Completes, maintains and processes pertinent paperwork and records, to include workload data.
• Responsible for successful relationship management with federal customers responding to current and future needs appropriately.
• Ensures teamwork instructions are up to date as well as operation work instructions supporting the Remedy applications.
• Responds to team escalated issues
• Maintains harmony among workers and resolves grievances.
• Ensures compliance with company policies and government regulations affecting procedures and entitlements.
• Understands and administers current BMC Remedy ITSM application, Change Management, Incident Management, Asset Management, Problem Management, Service Level Management and Remedy Analytics
• Implements and maintains all Configuration Management Databases ( CMDB), Service Management and Remedy Knowledge Management.
• Experience with 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.
• Builds Remedy templates, decision trees, and designs workflows in Remedy.
• Creates and maintains user permissions and roles.
• Works with Remedy customers educating on foundational data structures, validates foundation data, and communicates with Remedy developers for data loads.
• 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.
• Addresses Remedy issues, errors, and complaints from users.
• Reports Remedy network issues to development team and communicates outages to customers.
• Trains operational teams and customers on Remedy functionality.
• Interprets requirements received from operation management teams.
• Understand workflows of all operational areas using Remedy.
• Understands and updates company work instructions in SharePoint.
• Provide service to customers by answering questions, providing information, making referrals, and assuring appropriate follow-through and/or resolution.
• Maintains up-to-date knowledge of Remedy methods, trends, and techniques.
• Understands Information Technology Infrastructure Library (ITIL) concepts and policies for managing information technology infrastructure and the relational model in regard to databases.
• Assigns duties and examines work for exactness, neatness, and conformance to policies, and procedures.
• Ensures Remedy Database Analyst are fully trained to provide backup support.

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

• This position may require occasional travel.
• 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 deciding what to do about it.
• 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.
• Ability to work independently or under general direction.
• Self motivated to research, investigate, and test approaches to improve operational efficiency and expand knowledge.
• Willingness to share knowledge and support team learning.

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).

# of Hires Needed

1

Exemption Type

Exempt

Hiring Manager

Marsh, Wendy (CNIC Administrative Director - Operations - Direct (01.00.22))

Job Requirements

Education and Experience: Technical Training or AA/AS or High School+ 8 years related experience.

At least three years of specialized experience using commercial or proprietary business operations systems. Strong leadership skills required. Experience managing data for relational database solutions, Remedy ITSM, working at an administrative level within a Configuration Management Database (CMDB). Job requires experience in Structured Query Language (SQL).

ITIL v3 or ITIL v4 certification required but can be obtained within first 6 months of employment.
Security+ required for this position.

Security Clearance: A favorable T3 background investigation required. No access to classified material granted. Employee must maintain eligibility throughout employment. Active Security Clearance Preferred.