Job Requirements
San Diego, CA
Secret Polygraph not specified
Mid Level Career (5+ yrs experience)
$140,000 - $185,000
Job Description
BMC Remedy ITSM Systems Engineer
Job Description
This role focuses on designing, building, hardening, and operating an enterprise IT Service Management (ITSM) platform based on BMC Remedy AR System 9.1 and its related modules. You will own the AR System application stack and adjacent integrations, including Smart IT, Digital Workplace, CMDB (Atrium), and reporting, ensuring high availability, strong performance, security compliance, and smooth user experiences for incident, problem, change, request, and asset processes. The position directly supports mission readiness and service reliability by keeping core ITSM capabilities stable, secure, and continuously improved, while driving upgrades and migrations, optimizing CMDB data quality, automating service request flows, and integrating monitoring and observability so operations teams can respond quickly and effectively.
Responsibilities
Administer, configure, and customize BMC Remedy AR System 9.1 and related ITSM modules, including Incident, Problem, Change, Request, and Asset Management.
Plan and execute Remedy upgrades, patches, and schema changes while minimizing downtime and user impact.
Maintain and optimize Smart IT, Digital Workplace, and the Atrium CMDB to support accurate configuration and asset data.
Design, build, and maintain integrations with enterprise tools using REST and SOAP APIs, AR filters, active links, and job schedulers.
Integrate the ITSM platform with external systems such as ServiceNow, Splunk, Dynatrace, Elastic, Sentinel, and other enterprise monitoring and observability tools.
Automate routine administrative tasks, deployments, and workflows using Python and/or PowerShell scripting.
Monitor system performance, capacity, and adherence to SLAs and OLAs, and perform performance tuning and capacity planning for AR System, mid tier, and Smart IT components.
Ensure system security, compliance, and vulnerability remediation in alignment with RMF and ATO requirements, and operate effectively in FedRAMP/DoD-regulated environments.
Implement and maintain security hardening and audit readiness, including adherence to RMF, STIG, and other relevant security frameworks.
Provide Tier 3 support for complex issues, troubleshoot incidents and problems, and serve as the escalation point for Remedy-related issues.
Mentor administrators and other team members by sharing best practices and delivering training materials and knowledge transfer sessions.
Document system architecture, standard operating procedures (SOPs), and disaster recovery procedures to support continuity and resilience.
Collaborate closely with Service Owners, Security Operations (SecOps), and Network/Cloud teams to align the ITSM platform with ITIL practices and organizational standards.
Manage CMDB configurations and integrations, ensuring data quality, consistency, and alignment with service and asset management processes.
Support on-site delivery and collaborate in person with government stakeholders at least two days per week, with potential expansion as directed by the client.
Participate in planned OCONUS travel, typically one to three weeks per trip, up to approximately three times per year, with travel scheduled several months in advance.
Essential Skills
5+ years of experience in Systems Engineering or Enterprise Application Administration.
3+ years of hands-on BMC Remedy AR System 9.1 administration and configuration experience.
Strong experience working with Remedy forms, workflows, filters, escalations, and active links.
Experience with mid tier administration for BMC Remedy environments.
Proven experience performing Remedy upgrades and migrations in production environments.
Experience managing and integrating CMDBs, particularly Atrium, to support ITSM processes.
Scripting experience with Python and/or PowerShell for automation and deployment tasks.
Working knowledge of Oracle or SQL Server databases.
Working knowledge of Windows and Linux operating systems.
Working knowledge of Tomcat or Apache application servers.
Experience with Helix Discovery (ADDM), TrueSight Operations, and BladeLogic IT Automation.
Experience integrating with enterprise tools such as ServiceNow, Splunk, Dynatrace, Elastic, and Sentinel.
Experience with performance tuning and capacity planning for AR System, mid tier, and Smart IT components.
Experience operating in regulated environments, including FedRAMP/DoD, RMF, and STIG, with a focus on audit readiness.
Active Secret security clearance or higher.
Security+ CE certification or higher.
IAT Level II compliance, including both an IA certification (such as Security+ CE or higher) and an Operating Environment (OE) certification (such as Windows OS certification or a relevant BMC/Remedy certification).
BMC Remedy Administrator certification.
ITIL Foundation certification.
CASP certification.
CISSP certification.
Bachelor’s degree in Computer Science, Information Technology, Engineering, or equivalent experience.
Additional Skills and Qualifications
Experience building and maintaining integrations using REST and SOAP APIs, AR filters, active links, and job schedulers.
Experience with Smart IT and Digital Workplace configuration and optimization.
Familiarity with monitoring and observability practices to support proactive operations and incident response.
Ability to develop clear documentation, including architecture diagrams, SOPs, and disaster recovery plans.
Experience mentoring junior administrators and delivering training or knowledge transfer sessions.
Comfort working closely with Service Owners, SecOps, and Network/Cloud teams in an ITIL-aligned environment.
Ability to operate effectively in mission-focused, highly regulated environments with strict security and compliance requirements.
Strong analytical and problem-solving skills for diagnosing complex system and integration issues.
Excellent communication skills for collaborating with technical and non-technical stakeholders.
Willingness and ability to travel OCONUS up to approximately three times per year for one to three weeks per trip.
Work Environment
The position is based at a government facility in San Diego, CA, specifically at the NIWC Pacific Old Town Campus. The work model follows a hybrid structure, requiring on-site presence at least two days per week to support in-person collaboration with government stakeholders, with the potential for increased on-site time as directed by the client. The role may involve OCONUS travel up to approximately three times per year, typically for one to three weeks per trip, with travel planned several months in advance. You will work in a secure, regulated environment aligned with FedRAMP/DoD, RMF, and STIG requirements, supporting systems that require active security clearances and adherence to IAT Level II standards. The technical environment includes BMC Remedy AR System 9.1, Smart IT, Digital Workplace, Atrium CMDB, Helix Discovery (ADDM), TrueSight Operations, BladeLogic IT Automation, and integrations with tools such as ServiceNow, Splunk, Dynatrace, Elastic, and Sentinel. Core infrastructure technologies include Oracle or SQL Server databases, Windows and Linux operating systems, and Tomcat or Apache application servers. The setting emphasizes structured processes, documentation, and compliance, while still encouraging automation and efficiency through scripting and integration. Dress expectations align with a professional government and contractor setting, reflecting the secure and formal nature of the facility.
Eligibility requirements apply to some benefits and may depend on your job classification and length of employment. Benefits are subject to change and may be subject to specific elections, plan, or program terms. If eligible, the benefits available for this temporary role may include the following:
• Medical, dental & vision
• Critical Illness, Accident, and Hospital
• 401(k) Retirement Plan – Pre-tax and Roth post-tax contributions available
• Life Insurance (Voluntary Life & AD&D for the employee and dependents)
• Short and long-term disability
• Health Spending Account (HSA)
• Transportation benefits
• Employee Assistance Program
Time Off/Leave (PTO, Vacation or Sick Leave)
Job Description
This role focuses on designing, building, hardening, and operating an enterprise IT Service Management (ITSM) platform based on BMC Remedy AR System 9.1 and its related modules. You will own the AR System application stack and adjacent integrations, including Smart IT, Digital Workplace, CMDB (Atrium), and reporting, ensuring high availability, strong performance, security compliance, and smooth user experiences for incident, problem, change, request, and asset processes. The position directly supports mission readiness and service reliability by keeping core ITSM capabilities stable, secure, and continuously improved, while driving upgrades and migrations, optimizing CMDB data quality, automating service request flows, and integrating monitoring and observability so operations teams can respond quickly and effectively.
Responsibilities
Administer, configure, and customize BMC Remedy AR System 9.1 and related ITSM modules, including Incident, Problem, Change, Request, and Asset Management.
Plan and execute Remedy upgrades, patches, and schema changes while minimizing downtime and user impact.
Maintain and optimize Smart IT, Digital Workplace, and the Atrium CMDB to support accurate configuration and asset data.
Design, build, and maintain integrations with enterprise tools using REST and SOAP APIs, AR filters, active links, and job schedulers.
Integrate the ITSM platform with external systems such as ServiceNow, Splunk, Dynatrace, Elastic, Sentinel, and other enterprise monitoring and observability tools.
Automate routine administrative tasks, deployments, and workflows using Python and/or PowerShell scripting.
Monitor system performance, capacity, and adherence to SLAs and OLAs, and perform performance tuning and capacity planning for AR System, mid tier, and Smart IT components.
Ensure system security, compliance, and vulnerability remediation in alignment with RMF and ATO requirements, and operate effectively in FedRAMP/DoD-regulated environments.
Implement and maintain security hardening and audit readiness, including adherence to RMF, STIG, and other relevant security frameworks.
Provide Tier 3 support for complex issues, troubleshoot incidents and problems, and serve as the escalation point for Remedy-related issues.
Mentor administrators and other team members by sharing best practices and delivering training materials and knowledge transfer sessions.
Document system architecture, standard operating procedures (SOPs), and disaster recovery procedures to support continuity and resilience.
Collaborate closely with Service Owners, Security Operations (SecOps), and Network/Cloud teams to align the ITSM platform with ITIL practices and organizational standards.
Manage CMDB configurations and integrations, ensuring data quality, consistency, and alignment with service and asset management processes.
Support on-site delivery and collaborate in person with government stakeholders at least two days per week, with potential expansion as directed by the client.
Participate in planned OCONUS travel, typically one to three weeks per trip, up to approximately three times per year, with travel scheduled several months in advance.
Essential Skills
5+ years of experience in Systems Engineering or Enterprise Application Administration.
3+ years of hands-on BMC Remedy AR System 9.1 administration and configuration experience.
Strong experience working with Remedy forms, workflows, filters, escalations, and active links.
Experience with mid tier administration for BMC Remedy environments.
Proven experience performing Remedy upgrades and migrations in production environments.
Experience managing and integrating CMDBs, particularly Atrium, to support ITSM processes.
Scripting experience with Python and/or PowerShell for automation and deployment tasks.
Working knowledge of Oracle or SQL Server databases.
Working knowledge of Windows and Linux operating systems.
Working knowledge of Tomcat or Apache application servers.
Experience with Helix Discovery (ADDM), TrueSight Operations, and BladeLogic IT Automation.
Experience integrating with enterprise tools such as ServiceNow, Splunk, Dynatrace, Elastic, and Sentinel.
Experience with performance tuning and capacity planning for AR System, mid tier, and Smart IT components.
Experience operating in regulated environments, including FedRAMP/DoD, RMF, and STIG, with a focus on audit readiness.
Active Secret security clearance or higher.
Security+ CE certification or higher.
IAT Level II compliance, including both an IA certification (such as Security+ CE or higher) and an Operating Environment (OE) certification (such as Windows OS certification or a relevant BMC/Remedy certification).
BMC Remedy Administrator certification.
ITIL Foundation certification.
CASP certification.
CISSP certification.
Bachelor’s degree in Computer Science, Information Technology, Engineering, or equivalent experience.
Additional Skills and Qualifications
Experience building and maintaining integrations using REST and SOAP APIs, AR filters, active links, and job schedulers.
Experience with Smart IT and Digital Workplace configuration and optimization.
Familiarity with monitoring and observability practices to support proactive operations and incident response.
Ability to develop clear documentation, including architecture diagrams, SOPs, and disaster recovery plans.
Experience mentoring junior administrators and delivering training or knowledge transfer sessions.
Comfort working closely with Service Owners, SecOps, and Network/Cloud teams in an ITIL-aligned environment.
Ability to operate effectively in mission-focused, highly regulated environments with strict security and compliance requirements.
Strong analytical and problem-solving skills for diagnosing complex system and integration issues.
Excellent communication skills for collaborating with technical and non-technical stakeholders.
Willingness and ability to travel OCONUS up to approximately three times per year for one to three weeks per trip.
Work Environment
The position is based at a government facility in San Diego, CA, specifically at the NIWC Pacific Old Town Campus. The work model follows a hybrid structure, requiring on-site presence at least two days per week to support in-person collaboration with government stakeholders, with the potential for increased on-site time as directed by the client. The role may involve OCONUS travel up to approximately three times per year, typically for one to three weeks per trip, with travel planned several months in advance. You will work in a secure, regulated environment aligned with FedRAMP/DoD, RMF, and STIG requirements, supporting systems that require active security clearances and adherence to IAT Level II standards. The technical environment includes BMC Remedy AR System 9.1, Smart IT, Digital Workplace, Atrium CMDB, Helix Discovery (ADDM), TrueSight Operations, BladeLogic IT Automation, and integrations with tools such as ServiceNow, Splunk, Dynatrace, Elastic, and Sentinel. Core infrastructure technologies include Oracle or SQL Server databases, Windows and Linux operating systems, and Tomcat or Apache application servers. The setting emphasizes structured processes, documentation, and compliance, while still encouraging automation and efficiency through scripting and integration. Dress expectations align with a professional government and contractor setting, reflecting the secure and formal nature of the facility.
Eligibility requirements apply to some benefits and may depend on your job classification and length of employment. Benefits are subject to change and may be subject to specific elections, plan, or program terms. If eligible, the benefits available for this temporary role may include the following:
• Medical, dental & vision
• Critical Illness, Accident, and Hospital
• 401(k) Retirement Plan – Pre-tax and Roth post-tax contributions available
• Life Insurance (Voluntary Life & AD&D for the employee and dependents)
• Short and long-term disability
• Health Spending Account (HSA)
• Transportation benefits
• Employee Assistance Program
Time Off/Leave (PTO, Vacation or Sick Leave)
group id: 10105424
