SMC Business Analyst
C000526/13, SMC Business Analyst
Duties
The activities to be performed by the Contractor's Personnel include:
- Support the technical requirements where BMC Service Desk Express (SDE) is to be replaced by BMC Remedy ITSM.
- Work with cross-functional teams to analyse user requirements, provide recommendations for procedural or system solutions, create product and design specifications and prepare technical documentation.
- Prepare test data, design and execute tests as outlined by the list of deliverables and the user acceptance tests.
- Analyse and implement requirements to design and develop interfaces (user interfaces and application interfaces) to the Remedy ITSM application and CMDB.
- Develop reports in Smart Reporting.
- Install, configure and/or customise the Remedy ITSM Suite in accordance with the requirements.
- Diagnose/solve technical issues that may arise from time to time, as a result of either the continued development or normal life cycle processes. This includes issues related to inbound/outbound data integrations that already exist or may come into existence during the execution of the contract
Requirements
- A minimum of 3 years recent experience in BMC Remedy ITSM Suite (8.1, 9.x, and higher) development. BMC certification is not required, but is beneficial
- Experience customising and configuring the Remedy ITSM suite to enable an organisation's business processes based on the below ITIL processes:
- Incident Management
- Problem Management
- Request Fulfilment
- Change Management
- Release Management
- Service Asset and Configuration Management
- Service Level Management
- Experience in gathering, preparing, and loading foundation data.
- Experience in building reports in Remedy Smart Reporting
- Experience in customising Remedy Smart IT
- Experience in configuring and deploying BMC Digital Workplace (formerly My IT)
- Experience configuring Approval Center and approval chains
- Knowledge and experience designing and configuring Remedy Atrium CMDB
- Knowledge and experience integrating MS SCCM with Atrium CMDB
- Experience building Remedy ITSM on Microsoft technologies (Windows server 2012 R2 and MS SQL Server 2012)
- Knowledge and experience working with databases directly in MS SQL Server 2012 and higher
- Experience building Remedy ITSM using MS SQL Always On high-availability
- Experience deploying Remedy ITSM using load balancers for the web tier (Mid- tier, etc.) and for the application tier (ARS servers)