• Profile

Remedy Implementation and Support Specialist

IT Operations and Service Delivery
Purpose of the Job

Remedy Implementation and Support Specialist

Gateshead, Newcastle

Are you a Remedy SME who has experience in Remedy Implementation, Configuration and Administration? Do you have previous experience in Service Management and ITIL processes?

We are currently recruiting for a Remedy Implementation and support specialist to be based in Our Gateshead site.  There will be a requirement to travel within the UK on occasion.

You will provide support and guidance in scoping customer and contractual requirements to ensure the ITSM installations are implemented and optimized to meet the service requirements.   Assisting with implementations and administering the ongoing evolution, customization and refinement of the Remedy solutions.

What you will be doing;

  • Capturing customer and business requirements including the delivery of Process to Technology Workshops and Foundation Data Workshops
  • Act as Subject Matter Expert for ITSM solutions, initially BMC Products/Modules (e.g. BMC Remedy Change Mgt)
  • Assist with the scoping and data gathering requirements to ensure ITSM requirements are realised and implemented in a timely manner
  • Administer and maintain the BMC Remedy Action Request System, BMC Remedy IT Service Management suites, BMC Remedy Digital Workplace/Smart IT, BMC Remedy Smart Reports, and all custom processes developed
  • Manage user permissions, and functional roles.
  • Create incident, change and task templates as required.
  • Create, change and update requested reports.
  • Create and manage user documentation and provide user training as necessary.
  • Assist in the development, change, test, and deployment of new processes into Remedy.
  • Provide support and troubleshooting (bug fix) of the Remedy system and applications.
  • Perform analysis and documentation of requirements and processes



What we are looking for;


  • Experience in Service Management – ITIL Service Managers Cert, ITIL Incident Management Practitioner, ITIL Problem Management Practitioner ITIL Change Management Practitioner or evidence of experience. SDI Management.
  • Previously worked as a Remedy AR Systems administrator
  • Experience implementing and supporting BMC Remedy Action Request System, BMC Remedy IT Service Management suite, BMC Remedy Digital Workplace/Smart IT, BMC Remedy Smart Reports)
  • Experience in capturing business requirements and translating them into detailed scoping, design, configuration and implementation documentation.
  • Experience developing and implementing BMC reports and dashboards.
  • Experience resolving BMC Remedy problems
  • Excellent communication and customer interface skills
  • Excellent teamwork skills
  • Strong interpersonal and communication skills and the ability to communicate with people at all levels in an organisation
  • Ability to influence and challenge constructively
  • Exceptional stakeholder management skills.