Job TitleEngineer responsible for supporting and resolving customer-facing application issues with BMC Action Request System and ITSM Suite of applications.Location: Denver, St. Louis, Austin - Day one on-site, hybrid model 3 days office 2 days home.Position Summary: The engineer is 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 include staffing of 40 scheduled hours per week to ensure coast-to-coast support, as well as overnight on-call support for one week out of six to eight weeks. 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.Required SkillsITSM, LINUX, ARS, SQL, CMDB, databases-SQL codingRobust experience working with Remedy- 95% Development workLinux environment- shell scriptingRemedy 9.1 and above – True development experience and senior-level support experienceSQL and CMDB experienceThis is a 95% developer and not admin roleJob RequirementsThe position of Systems Engineer II requires an experienced individual with excellent technical and communication skills, a strong sense of responsibility, a motivated self-starter with strong ability to work independently and a demonstrated ability to work cooperatively as a team member. The team member must be able to work under tight deadlines and have strong problem-solving abilities with a service-oriented focus. 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 environmentsFamiliarity with deployment methodologies and tools for application codeHandle 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.Required Qualifications3 years of experience with BMC Action Request System2 years of experience with BMC Remedy ITSM Suite of applications including Service Request2 years of experience with any scripting languagePreferred QualificationsBMC Remedy Action Request certificationsBMC Action Request System customized applicationsExperience with integrations with networking tools, i.
e., Netcool, ResolveExperience with data analysis and reportingExperience with Perl, Java, shell scripting and other scripting languagesEducation and Experience: Bachelor's degree (B. A.) from four-year College or university; or equivalent training, education, and experience.Travel Requirements: Travel may be required occasionally, with expenses paid for by the company.Supervisory/Managerial Responsibilities: No Supervisory responsibilities with this position.Physical Demands: The physical demands for this position are typical to an office environment and must be met by an employee to successfully perform the essential functions of this position. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.Keywords: BMC Remedy ITSM ITIL ARS Action Request System CMDB