Description

Leidos is seeking a BMC Remedy Systems Administrator with an active TS/SCI clearance to join our team in Suitland, MD.

In this role you will provide BMC Remedy IT Service Management (ITSM), and System Administration support for users located throughout the National Maritime Intelligence Center (NMIC) and other activities around the world. Your responsibilities include installing, configuring, and upgrading the BMC Remedy ITSM Suite and coordinating with local IT representatives to ensure all configuration items associated with this Order, such as hardware, software, documentation and licenses are submitted to the local Configuration Manager (CM) according to the project schedule and in accordance with existing processes and procedures at the Office of Naval Intelligence (ONI).

• Manage structure and content of BMC Remedy applications.
• Monitor, analyze, and report Remedy applications' performance to ensure operational efficiency.
• Create and manage user accounts and user access permissions.
• Write documentation regarding administration, maintenance, and structure.
• Provide leadership in design, automation, enhancements, upgrades, and implementation pertaining to IT Service Management (ITSM), Configuration Management Database (CMDB), Service Level Management (SLM), and Service Request Management (SRM).
• Develop solutions to complex technical issues and problems that impact multiple modules, including the ITSM, CMDB, SLM, and SRM.
• Design, develop and implement workflow for Remedy applications to meet customer mission requirements.
• Track, prioritize, and implement enhancement requests and defect corrections, while leveraging formal Change Management processes.
• Work cross-functionally when upgrading applications, execute the required testing, and provide training and knowledge transfer to other employees as necessary
• Coordinate across IT domains and multiple teams (internal and external) and influence customer leadership regarding solution design, process and/or approaches to ensuring all Windows/Linux systems are up to date, working efficiently and ensuring all mission requirements are met.
• Up to 10% travel may be required within the local DMV area.

• Active DoD Top Secret/SCI clearance.
• Bachelor's degree and 12+ years of experience; or a Master's degree with 10+ years of experience. Additional years of experience may be considered in lieu of a degree.
• Active IAT Level II DoD Approved 8570 Baseline Certification (e.g., Security+ CE) or higher, or the ability to obtain within 30 days from offer of acceptance.
• 3 years administration experience with Windows Servers and/or Linux administration.
• 2 years of BMC Smart Reporting and performance metrics or comparable reporting tools.
• 6 years of experience with the Remedy © ITSM Suite System Administration and development.
• 3 years hands-on experience with Asset Management, Service Request Management and Change Management.
• 3 years supporting Remedy 9x or higher and implementing and administering Asset Management and BMC Discovery.
• ITIL V3 or V4 Foundation certification
• Demonstrated experience in Remedy administration to include building, creating and customizing applications, with various Remedy ITSM modules (Incident, Problem, Change, Knowledge, SRM, Asset, CMDB, Self-Service, Discovery), account management.
• In-depth knowledge of Helpdesk operations and fundamentals.
• Strong collaboration and communication skills.

• BMC Certified Developer/Associate certification
• Remedy certification