ITSM Architect - Remedy - DODP6
Mclean, VA

Job Description

DivisionDefense - E3/Sentinel's Defense Division supports customers across the Department of Defense, including the Office of the Secretary of Defense, Department of the Navy, National Guard Bureau, Office of the Inspector General, and Washington Headquarters Services. By providing program assistance and technical innovation to ensure our nation's security, E3/Sentinel employees help our clients navigate through dynamic environments. Our Defense Division offers a variety of career paths, including program management, systems engineering and technical assistance (SETA), financial analysis, operational support, financial analysis, facilities management, and more. Position Overview

E3/Sentinel is looking for Remedy ITSM Architect to join our team. The Remedy Developer will operate as the member of an integrated Information Technology (IT) service team to support the current and future support and operational needs of our federal client's systems. Provide day-to-day operational administration and developer support and oversight for the Remedy system (all modules and system components) used to support the Remedy implementation. Lead the planning, design, development, implementation, operational sustainment, and continual improvement of Remedy IT Service Management (ITSM) capabilities to optimize the efficiency and effectiveness of service delivery to customers and end users. Research, develop, and recommend solutions to integrate people, processes, and technologies to improve ITSM operations and the Cybersecurity posture. Provide expert-level analyst and advisory services, including advanced-level process automation, leveraging industry best-in-class ITSM tools, including enterprise platform solutions, such as Remedy, ServiceNow. Analyze strategy, concept of operations, and tactics, techniques, and procedures development for DOD.

Responsibilities

* Work very closely with customer personnel, Business Analyst(s), IT support teams and other technical teams to ensure that business needs around implementation of BMC Remedy Platform are in a controlled and predictive manner.
* Provide technical support services necessary to install, configure and administer the Remedy and other components applicable to the ITIL paradigm.
* Work with clients to assess current state processes and tools, define ITSM requirements and develop and configure the BMC platform.
* Design and Architect Automation workflows engine and Reports
* Create prototypes for client engagements & Understanding of SOA and Web Services concepts
* Support the ITSM system by monitoring the products status during all Service Desk operational hours and taking the necessary proactive and reactive measures to keep the system stable.
* Provide technical support services necessary to install, configure and administer the Remedy software and other components applicable to the ITIL paradigm.
* Research and document how new modules will be deployed, planning out the integrations, dependencies, and process changes needed with surrounding modules and products.
* Develop clear and concise technical & process documentation.

Required Qualifications

* Bachelor's Degree in Information Technology or Computer / Engineering Technology
* 5 years relevant experience in BMC Remedy Suite ITSM to include 2 Remedy implementations/migration in an enterprise environment
* 5 years designing, configuring, supporting, maintaining, troubleshooting and managing a Remedy system.


* Previous experience in performing tool administration and process configurations - Incident, Problem, Change, Knowledge, and Release Management
* Prior experience with Remedy ITSM modules.
* Experience in installation, configuration and maintenance of Development, Test and Production
* Ability to apply product fixes, hot fixes, patches and configuration changes to support the business processes.
* Provide advice for out-of-the-box reports and dashboard indicators and to utilize ITSM BMC Analytics and Dashboards functionality to provide key reports and metrics.
* Issue Remediation. Diagnose and remediate issues as required within the Remedy ITSM Change and Service Management
* Should have knowledge on preparing Use Case diagrams and Process documents
* Experience in troubleshooting skills to drive non-scan issues to identify root cause and provide creative suggestions to resolving the issue.
* Demonstrated excellence in consultative, presentation, verbal and written communication skills
* Excellent Documentation Skills - Creation of requirements and solution/design documentation, story documentation and etc
* Experience with JavaScript, XML, HTML

Preferred Qualifications

* Remedy Approved Consultant (RAC) or Remedy Skilled Professional (RSP) certifications.


* ITILv3 foundation certified

E3 Sell (Select the Only Available Option)E3/Sentinel is a mission-focused services and solutions company that specializes in helping federal clients solve their most challenging business problems. Our motivated and technology-enabled workforce utilizes proven management and technical consulting practices and applies agile principles and data-driven decision making to enable our clients to better meet mission requirements. We create significant value for our clients by bringing subject matter expertise across the federal marketplace in the disciplines of Acquisition Lifecycle Management, Program Management Support Services, Systems Engineering and Technical Assistance, and Facilities and Engineering Management. Excellence, Accountability, Community, Humility and Integrity are the core values of E3/Sentinel. We are recognized leaders in the management consulting community as trusted partners to federal agencies and to industry. We are an organization that offers both our employees and clients an exceptional experience; our culture is contagious, and we always maintain a genuine reputation. EEO Statement (Select the Only Available Option)E3/Sentinel is an equal opportunity employer and Vietnam Era Veterans Readjustment Assistance Act (VEVRAA) federal contractor. All qualified applicants receive consideration for employment without regard to race, color, religion, gender, national origin, age, sexual orientation, gender identity, protected veteran status, or status as a qualified individual with a disability. E3/Sentinel hires and promotes individuals solely on the basis of their qualifications for the job to be filled.