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Remedy Engineer (DC) in Washington, DC at Eliassen Group

Date Posted: 2/1/2019

Job Snapshot

  • Employee Type:
    Contract to Hire
  • Job Type:
  • Experience:
    Not Specified
  • Date Posted:

Job Description

Remedy Engineer

Washington, DC 20002

This position is for a BMC Remedy Engineer on the ESA IV program. ESA IV is an IT applications and infrastructure services program supporting several customers within the Department of Justice (DOJ), including the Justice Management Division (JMD). This position provides full-time support to the JMD customer. The program provides a range of IT services, including ITSM support, service desk, software application support, deskside support, Windows workstation engineering and maintenance, managed print services, Active Directory services, and video conferencing. This position is to provide Remedy software engineering for the program, and to help design and implement the ongoing evolution, customization and refinement of the customer’s existing Remedy solution. The selected candidate will work closely with 2 other Remedy team staff members.

This position is based onsite with the customer at the JMD customer location in Washington DC, and requires working in a fast-paced, dynamic environment. Excellent communication skills are required to interact with the customer and program team. Job location is at JMD Government Customer Site, 145 N Street NE, Washington, DC 20002.

This position is contingent on receipt of funding and contractual authorization from the Government customer. Candidate selected will be subject to a Government Public Trust security investigation and must meet eligibility requirements for access to the customer’s information. US Citizenship is required. Current clearance is not required, but selected individual cannot start the assignment until the required security clearance is granted by the customer.

Responsibilities include:

• Support development and implementation of Remedy architectures, designs and solutions to meet customer and program needs

• Consult with the business process owners, customers, users and constituents to develop, analyze and document customer needs and requirements associated with the Remedy application

• Monitor and manage the operating systems supporting the Remedy servers.

• Provide Tier 3 level support for the ITSM Remedy solution; troubleshoot and resolve problems.

• Apply patches and updates to ensure applications are properly secured and up to date; provide recommendations to the customer for version upgrades and major revisions.

• Execute daily battle rhythm activities, monitor and resolve ticket queues, and monitor backup and system logs.

• Create and manage user documentation and provide user training as necessary.

• Collaborate with members of project teams to ensure successful, technically sound projects which are completed on time and on budget Required Qualifications:

• Proven hands-on SME understanding and skills in BMC Remedy ITSM, including experience with enterprise design.

• Technical expertise with service management control methodologies, service level agreements, SLA metrics and reporting

• Experience developing sound solutions to difficult problems, producing system level reports, and reporting status to management and customers.

• Experience resolving BMC Remedy problems using application of technical knowledge, conceptualizing, reasoning and interpretation.

• Experience establishing goals and meeting project plan objectives

• Excellent communication skills

• Customer interface experience

• Excellent teamwork skills Desired Qualifications:

• ServiceNow knowledge, training or experience

• Government contracting experience, particularly with the DOJ

• DOJ Public Trust Clearance