BMC ITSM Ticketing OSS Engineer

This position is mainly responsible for
 

• operation, maintenance and technical problem solving of the ticketing management application (like BMC Remedy ITSM and others) on a global basis
• resolving incidents reported by e.g. user or monitoring tools within a given time frame
• interacts with the Managed Service User community
• on-boarding/integration of new customer projects on global basis, project coordination activities
• alignment with development team and external vendors.
   

• support new customer project on-boarding into global shared ticketing tool environment
• Incident- (incl. OnCall support), Preventative- and Outage Management
• ensure Platform monitoring to enable high availability and performance
• Change- and Problem Management
• User support / user management of OSS application (like BMC ITSM, IBM NetCool)
• Escalation Management
• Fault analysis 

• Proofed experience in a support environment, preferable in telecommunication
• Degree/Diploma, related to telecommunications, electronics, informatics or equivalent relevant experience
• Analytical mind with good problem solving skills and able to work independently and under stress
• Experience in Administration of ITSM Products, preferred on BMC ITSM basis / ITIL based
• Good communications and documentation skills
• Strong written and verbal communication skills in English
• Professional and positive approach
• High achiever and self motivated
• Team player, and able to work on own initiative
• Culturally adaptable and flexible
• Ability to assimilate quickly and act decisively
• Willing to travel
• Basic Linux/Unix User know-how (using folders, permissions, edit files, etc.)
• Knowledge of BMC Remedy ITSM (Operation/Configuration/AR Server know-how, optional: Development skills)
• Web Services Description Language (WSDL/SOAP) skills helpful
• Basic network know-how (tcp/udp ports, IP, ping, etc.) for debugging purpose
• Basic sql and scripting (shell, awk, perl, html, php, java) helpful