BMC Remedy ITSM Subject Matter Expert / Platform Architect
About The Position
Serve as the primary platform architect and subject matter expert for the BMC Remedy ITSM suite. Design, configure, upgrade, integrate, and operate enterprise Remedy environments spanning Development, QA, and Production. Translate complex business requirements from federal stakeholders into secure, ITIL-aligned Remedy solutions, including custom applications, service request catalogs, CMDB structures, workflows, and enterprise integrations. The role owns architecture, configuration, administration, performance, upgrades, integrations, reporting, and operational support for business-critical Remedy systems. It supports the full project lifecycle, from requirements and technical specifications through design, development, validation, deployment, and post-production support, while contributing to effort estimates and mentoring peer engineers.
Requirements
- Bachelor’s degree in Computer Science or a related field, or equivalent experience.
- 15+ years of hands-on BMC Remedy / ARS / ITSM suite consulting, including architecture, customization, upgrades, and multi-environment administration.
- Deep working knowledge of CMDB (Atrium), SRM, SLM/SLA, RKM, Mid-Tier, Atrium Integrator, custom workflow development, and Smart Reporting.
- Proven experience integrating Remedy via REST, SOAP, LDAP/Active Directory, and common enterprise systems.
- Experience operating in federal or DoD environments and aligning Asset Lifecycle / ITSM controls with security and ITIL requirements.
- Active Secret clearance or higher is specified for the position; the qualifications also state ability to obtain or maintain required clearance (TS/SCI or Public Trust).
Nice To Haves
- BMC Certified Professional certification, or equivalent demonstrated mastery.
- Prior support of DoD combatant commands, U.S. military services, or Fortune 100 / large federal agencies.
- Experience with Digital Workplace, SmartIT, MyIT, Virtual Chat, DSO, and email/approval engine configuration.
- Host-platform familiarity with Windows, Linux, and UNIX.
- Background mentoring consultants and leading technical capability for BMC Helix Core / Remedy.
Responsibilities
- Own architecture, configuration, and support for Remedy ARS and the ITSM suite, including the modules and tools used by the customer.
- Administer Development, QA, and Production servers; manage environment setup, promotion paths, and operational health.
- Plan and execute major platform upgrades across lifecycle stages, and tune performance using upgrade architecture best practices for large federal deployments.
- Configure and import Foundation data, Process data, Transaction data, and CMDB Configuration Item updates.
- Develop and maintain SRM service requests to meet Request Catalog requirements for IT and business users.
- Design and deploy new workflow objects and custom application forms to customize out-of-the-box modules.
- Design, configure, and implement Asset Lifecycle solutions aligned with federal security protocols and ITIL practices.
- Configure and schedule Smart Reports broadcasts for operational and business-intelligence reporting.
- Monitor ITSM process performance against Service Level Targets and drive timely delivery.
- Integrate Remedy with enterprise platforms, including Flexera, SharePoint, netTerrain, LDAP/Active Directory, mobile barcode scanning, and network access control tools such as Forescout.
- Implement REST API and SOAP web services for ticket transfer and related enterprise interfaces.
- Customize Remedy applications and automate ticketing through vulnerability scan results and certificate-check service integrations.
- Partner with federal stakeholders to gather requirements and produce technical specifications.
- Lead implementations, upgrades, and complex troubleshooting for business-critical Remedy systems.
- Support the project lifecycle from architecture, requirements, design, development, and validation through deployment and post-production support.
- Contribute to scoping and level-of-effort estimates.
- Mentor peer engineers on BMC Helix Core / Remedy capabilities.
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What This Job Offers
Job Type
Full-time
Career Level
Senior
