Remedy Engineer

Job Description Engineer responsible for supporting and resolving customer-facing application issues with BMC Action Request System and ITSM Suite of applications. Provide integrations with network tools. Essential Job Functions Position requires staffing of 40 scheduled hours per week to ensure coast-to-coast support, as well as overnight on-call support for one week (seven days) out of six to eight weeks (typically, low volume). The engineer is responsible for resolving workflow/transaction and troubleshooting errors across related backend systems. The position will require understanding data flow to escalate effectively to other teams or departments as needed. This position is also responsible for monitoring system issues that may be causing chronic errors to identify the widespread problems and means of prevention. The candidate will be required to successfully perform the following functions:

• Technical support and general troubleshooting of BMC Action Request System and associated ITSM applications, Oracle databases and more. • Provide support for internally developed applications. • Provide support to internal employees/teams, including NOC, Customer Care, Product Management and others. • Familiarity with databases, particularly Oracle. • Demonstrable understanding around specifying requirements for and/or implementation of system health tools, performance monitoring tools, and software management tools for 24x7 environments • Familiarity with deployment methodologies and tools for application code • Handle personally identifiable information (PII) and customer proprietary network information (CPNI) with good judgment and discretion. • Communicate effectively with management. • Function across multiple internal groups and departments. • Overnight on-call shifts for one week out of six to eight weeks. • General familiarity with Linux and UNIX systems. • Strong written and verbal communication skills. • Strong collaboration skills. • Familiarity with system monitoring, and day-to-day operations. • Experience with systems and services designed to support multi-million customers is highly desired.

• BMC Remedy Action Request certifications

• BMC Action Request System customized applications

• Experience with integrations with networking tools, i. e., NetCool, Resolve

• Experience with data analysis and reporting

• Experience with Perl, Java, shell scripting and other scripting languages Education and Experience Bachelor's degree (B. A.) from four-year College or university; or equivalent training, education and experience.