Job Description:
Role Overview
We are seeking an experienced BMC Remedy / Digital Workplace Administrator (SysAdmin / ITSM Administrator) to lead the design, implementation, and optimization of service request workflows within our Remedy environment. The selected candidate will play a key role in rebuilding and enhancing existing service requests currently being migrated from Remedy Service Request Management to Digital Workplace (native).
The candidate should have hands-on experience in creating and managing Service Requests within Digital Workplace, coupled with a solid understanding of ITSM administration, workflow automation, and documentation practices.
Key Responsibilities
• Design, configure, and rebuild service requests within Digital Workplace to replace existing Remedy SRM requests.
• Develop and optimize workflows to improve service request efficiency and user experience.
• Perform ITSM administrative tasks such as managing groups, products, CIs, and maintaining the Approved Technology List (ATL).
• Create and maintain process documentation, Remedy knowledge base articles, and configuration guides.
• Assist in training other administrators and team members on ITSM best practices.
• Ensure consistent alignment of ITSM configurations with organizational policies and SLAs.
• Collaborate with cross-functional IT teams for smooth transition and ongoing support.
Required Skills
• Proven hands-on experience in creating Service Requests within BMC Digital Workplace (mandatory).
• Experience with BMC Remedy ITSM Suite (version 23.x or newer).
• Strong understanding of ITIL processes and ITSM administration.
• Experience creating Remedy knowledgebase entries or similar documentation.
• Ability to design and optimize complex service request workflows.
• Strong troubleshooting and communication skills.
Nice to Have
• ITIL Foundation Certification.
• Experience creating or managing Configuration Items (CIs) within a CMDB.
• Familiarity with Service Mapping or SLA administration in Remedy.
• Experience with knowledge management and self-service portal enablement.