Remedy Application Manager

CTIRMS•Jacksonville, FL

About The Position

This position directly supervises and coordinates the activities of the employees on the Remedy Team. The role involves building, customizing, integrating, and maintaining the Configuration Management Database (CMDB) using Remedy capabilities. The manager will interpret requirements from operation management teams and implement solutions, including testing and deployment. Essential duties include leadership, management, performance management, and professional development of direct reports. The role is responsible for relationship management with federal customers, ensuring teamwork and operational work instructions are up-to-date, and responding to escalated issues. Compliance with company policies and government regulations is also a key responsibility. The position requires a strong understanding and administration of BMC Remedy ITSM applications, including Change Management, Incident Management, Asset Management, Problem Management, Service Level Management, and Remedy Analytics. Implementation and maintenance of CMDB, Service Management, and Remedy Knowledge Management are critical. Experience with SQL databases, MySQL, relational databases, and query procedures is necessary. The Remedy liaison between the CNIC Support Center and Remedy developers, overseeing the development of Remedy data standards and procedures, is a core function. Building Remedy templates, decision trees, and designing workflows, as well as creating and maintaining user permissions and roles, are key tasks. The manager will educate customers on data structures, validate data, and communicate with developers for data loads. Creating and maintaining reports using Remedy Analytics and ITSM reporting tools, reviewing reports for accuracy, and addressing user issues, errors, and complaints are also part of the role. Reporting Remedy network issues and communicating outages to customers are required. Training operational teams and customers on Remedy functionality, interpreting requirements, and understanding workflows of operational areas using Remedy are essential. Updating company work instructions in SharePoint and providing customer service by answering questions, providing information, making referrals, and ensuring resolution are expected. Maintaining up-to-date knowledge of Remedy methods, trends, and techniques, and understanding ITIL concepts and policies for managing IT infrastructure and relational databases are important. The manager will assign duties, examine work for accuracy, and ensure Remedy Database Analysts are trained for backup support. After-hours emergency support is required. Occasional travel may be necessary, and attendance and punctuality are essential.

Requirements

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.
A favorable T3 background investigation required.
No access to classified material granted.
Employee must maintain eligibility throughout employment.

Nice To Haves

Active Security Clearance Preferred.

Responsibilities

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.
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.
Understands 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.