Title: Remedy Foundation Data Administrator I- Service Management
Remedy Foundation Data Administrator I- Service Management
Work with the Remedy User Admin & Support group in order to maintain foundation data within the Remedy application. Assist requestors with questions and issues related to the use of the Remedy system. Assist with user administration within the system, resolve and complete Remedy requests as appropriate.
Within the Remedy application:
► Templates, Scripts, Decision Trees - Create, modify and retire. Meet with requesters to discuss their needs and suggest improvements to their proposed new, or changes to existing.
► Leverage existing Excel reports related to foundation data to identify possible anomalies, research and where appropriate eliminate same. For instance, reports related to templates include groups that may use the template. Candidate would be expected to cross-reference these groups with a list of retired groups and identify any retired groups that must be removed as a user of a template.
► Provide technical support for a broad range of topics related to the Remedy application (Incident, Problem, Change and Task modules). This involves contacting customers via phone, email or IM in order to confirm the issue or need, perform troubleshooting, and research the firm's TSC, Remedy Known Errors, and other repositories for the solution.
► Provide preliminary research related to requests for new Product Categorizations in Remedy. This entails searching the firm's KWEB and/or other knowledge bases find additional information about Product Categorization being requested.
► Interacts with and influences team members. Frequent contact with other IT Services personnel.
► Broad range of work, sometimes complex and non routine, in variety of environments.
► Should have good people management skills with ability to lead and motivate the team
► Conduct performance reviews and contribute to performance feedback for all levels of staff
► Contribute to people initiatives including recruiting, retaining and training
► Understand and follow workplace policies and procedures
► Demonstrates analytical and systematic approach to problem solving. Communicates in English- both orally and in writing.
► Is able to present technical information to both technical and non-technical audiences.
► 2 - 3 years exposure to Remedy system, or like ticketing system.
► Mandatory skill sets
· Intermediate to advanced knowledge of Excel 2007, including the following functions: sorts, filters, VLOOKUP, CONCATENATE, and pivot tables.
· Advanced knowledge of Remedy v7 Incident Management
· Intermediate knowledge of Remedy v7 Change and Problem Management
· Intermediate knowledge of Remedy v7 Templates, Scripts and Decision Trees and User and Group administration
· Moderate knowledge of Word 2007
· Moderate knowledge of Lotus Notes v8.x
· Strong written and verbal English communication skills
· Strong organizational skills and ability to let other team members know when uncertainties arise or when all assigned work is completed.
· Moderate knowledge of ITIL
· Optional: Visio flowcharting
· Optional: BMC Analytics
► Understands and uses appropriate methods tools and applications.
► Demonstrates analytical and systematic approach to problem solving.
► Takes initiative in identifying and negotiating appropriate development opportunities.
► Demonstrates effective communication skills. Contributes fully to the work of teams.
► Can plan, schedule and monitor own work (and that of others where applicable) competently within limited time horizons and according to health and safety procedures.
► Is able to absorb and apply new technical information. Is able to work to required standards and to understand and use the appropriate methods, tools and applications.
► Appreciates wider field of information systems, how own role relates to other roles and to the business of the employer or client.
► Helpful: ITIL v2 or v3 Foundations training, or higher level of ITIL Certification
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At Ernst & Young, we support you in achieving your unique potential wherever you are in the world - both personally and professionally. We give you stretching and rewarding experiences that keep you motivated, working in an atmosphere of integrity and teaming with some of the world's most successful companies. And while we encourage you to take personal responsibility for your career, we support you in your professional development in every way we can. You enjoy the flexibility to devote time to what matters to you, in your business and personal life. At Ernst & Young, we know it's your point of view, energy and enthusiasm that make the difference.