Remedy ITSM Suite Administrator
Express - Columbus, OH

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Express (NYSE: EXPR) is a specialty apparel and accessories retailer of women's and men's merchandise, targeting the 20 to 30 year old customer. The Company has over 30 years of experience offering a distinct combination of fashion and quality for multiple lifestyle occasions at an attractive value addressing fashion needs across work, casual, jeanswear, and going-out occasions. The Company currently operates more than 600 retail stores, located primarily in high-traffic shopping malls, lifestyle centers, and street locations across the United States, Puerto Rico, Canada and also distributes its products through the Company's e-commerce website, www.express.com .

This position is responsible for all aspects of our Remedy ITSM Suite as well as creating, modifying and maintaining reports and the Crystal Reports Server environment that creates and distributes report for Remedy. This position is also responsible for creating and recommends cost effective business solutions and partnerships by working with vendors, business partners and cross functional partners in IT. This position requires strong organizational, technical and communication skills. Furthermore, the ideal candidate possesses prior Remedy ITSM, developmental knowledge of all modules and Crystal Server Administration, configuration and development experience in a mid to large enterprise environment.

The Remedy ITSM Suite Administrator must have experience working with business partners to capture and turn their business need and requirements into reality. End-to-end projects require gathering business requirements, determining feasibility, providing estimates for project hours, and implementing solutions. This position will be responsible for training end users on existing and newly developed modules. This includes the creation of all training documentation and materials.

The person that accepts this position must have the ability to provide after hours (on-call) support, and maintain a flexible work schedule to accommodate planned and unplanned maintenance activities.

Administration:
• Applying patches to BMC Remedy out-of-the-box applications
• Upgrading BMC Remedy out-of-the-box applications
• Configuring Remedy servers and applications to optimize efficiency
• Data management including imports and updates
• Adding and modifying user and people information including permissions and licensing
• Adding and modifying Support Groups, Organizations, Locations, and Categorizations
• Systematically managing development systems for consistency
• Administration of the Alert system including the Alert tool, the Email Engine, and notifications
• Administration of the full BMC Remedy IT Service Management Suite including BMC Remedy Service Desk (Incident Management and Problem Management), Asset Management, Change Management, Task Management, and Requestor Console
• Administration of the BMC Remedy Approval server
• Administration of the BMC Mid-Tier server
• Administration of the BMC Atrium CMDB
• Administration of the BMC Remedy Knowledge Management module
• Managing the Assignment Engine including Auto Assignment, Assignees, Assignment Rules, and Assignment Processes Managing Remedy configuration files

Reporting Development, Modification and Management:
• Development and creation of reports based on requirements of IT and business partners, including the creation of charts graphs and dashboard type reporting
• Creation an maintenance of all automated report distribution
• Applying patches to the Crystal Enterprise Server
• Upgrading the Crystal Enterprise Server
• Configuring the Crystal Enterprise Server to optimize efficiency
• Data management including exports and report distribution
• Adding and modifying user and people information including permissions and licensing for the Crystal Enterprise Server

New Module Implementation & Development:
• Implementation and customization of new modules, from requirements, configuration to production
• Third party software integrations
• Custom workflow development including creation and modification of Forms, Fields, Active Links, Filters, Escalations, Menus, Table fields, and Flashboards

End User Training:
• Create training plan for new and existing modules and provide documentation for all training materials for all modules

Essential Requirements
• This position requires a Bachelor’s Degree in Computer Science and/or equivalent 5+ years of IT support/administration experience
• Experience administering and developing all modules in an Enterprise Remedy ITSM environment
• Experience administering and developing a Crystal Reports Enterprise Server environment
• Strong troubleshooting and diagnostic skills
• Experience adhering to change and incident management policies in an enterprise environment
• Excellent organizational and communication (written and verbal) skills

Preferred Requirements
• Documented project management experience
• Ability to deliver technical and administrative support partnership to IT Systems and Applications Administrators in the IT department as well as partners in our business
• Experience leading technical efforts and coordinate both project and operational activities

An equal opportunity employer, Express, LLC does not discriminate in
hiring or terms and conditions of employment because of an individual's
race, color, religion, gender, national origin, citizenship, age,
disability, sexual orientation or marital status. Express, LLC only
hires individuals authorized for employment in the United States.

Express - 21 months ago - save job - copy to clipboard
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