Senior Remedy Specialist

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Employer: Accenture
Domain:
  • Engineering
  • Internet - eCommerce
  • IT Software
  • Job type: full-time
    Job level: peste 5 years of experience
    Location:
  • BUCHAREST
  • Updated at: 29.07.2015
    Remote work: On-site
    Short company description

    Accenture is a leading global professional services company that helps the world’s leading businesses, governments and other organizations build their digital core, optimize their operations, accelerate revenue growth and enhance citizen services—creating tangible value at speed and scale. We are a talent and innovation-led company with 738,000 people serving clients in more than 120 countries. Technology is at the core of change today, and we are one of the world’s leaders in helping drive that change, with strong ecosystem relationships. We combine our strength in technology with unmatched industry experience, functional expertise and global delivery capability. We are uniquely able to deliver tangible outcomes because of our broad range of services, solutions and assets across Strategy & Consulting, Technology, Operations, Industry X and Accenture Song. These capabilities, together with our culture of shared success and commitment to creating 360° value, enable us to help our clients succeed and build trusted, lasting relationships. We measure our success by the 360° value we create for our clients, each other, our shareholders, partners and communities.
    In Romania, Accenture operates since 2006 and now has more than 4500 people in Bucharest, Timisoara, Iasi, Brasov, Cluj-Napoca and Targu Mures who offer solutions in Strategy & Consulting, Technology, Industry X & Intelligent Operations to our clients from Banking & Insurance, Telecommunications, Automotive, Retails, Energy, FMCG & more.

    Requirements

    • 4-7 years of experience in IT application maintenance
    • Extensive experience in using and troubleshooting BMC Remedy solutions and its modules:
    - AR System
    - Incident Management
    - Problem Management
    - Asset Management
    - Change Management
    - Service Request Management
    - BMC Analytics
    • Experience in developing and implementing customizations in BMC Service Request Management
    • Ability to work in a growing organization with changing requirements
    • Written and verbal communication skills
    • Ability to work individually and as a member of a team
    • Demonstrated ability to multitask and manage tasks or small teams
    • Excellent technical problem solving skills combined with a strong customer service attitude
    • Fluency in English

    It’s an advantage to have:
    • Experience with BMC Remedy ARS including V7.0 and higher (preferably with 8.1)
    • Experience in implementing or upgrading BMC Remedy ARS (preferably 8.1)
    • Experience in providing IT applications services in an environment governed by Service level Agreements.
    • Experience in using and troubleshooting the following BMC Remedy modules:
    - CMDB
    - Knowledge Management
    - Service Level Management
    - Task Management
    • Experience in application monitoring using BPPM or Nagios
    • BMC Remedy or ITIL certifications
    • MS Excel skills

    Responsibilities

    • Provide IT application maintenance and development services for the BMC Remedy solutions used by our clients
    • Adhere to the Service Level Agreements requested by our clients regarding ticket priorities
    • Receive and process Level 3 tickets (Incidents and Work-orders) related to the BMC Remedy system
    • Interact with users in a customer-friendly manner and provide solutions for their issues
    • Investigate and develop solutions for problems raised by the client
    • Design, estimate and implement application customizations
    • Adhere to the Service Level Agreements requested by our clients regarding ticket priorities
    • Develop and follow preventive maintenance and monitoring procedures
    • Act as a Subject Matter Expert in BMC Remedy in interactions with the existing or new clients
    • Guide the professional development of the team-members

    Other info

    What we offer

    • Interesting and challenging projects for top clients around the world
    • Various resources to deepen your professional skills with the latest technology platforms
    • A global network of knowledge and unique training programs
    • Transparent performance management process
    • Competitive compensation and benefits package
    • Loads of options to participate in sports activities and to volunteer for good causes

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