الوصف الوظيفي
General Job Profile
Talabi ITSM Administrator will be primary contact for all administration aspects of BMC ITSM Core Solution 9.x, which comprises of Configuring, Customizing, enhancing and supporting implementation and use of BMC ITSM tool. Also responsible for taking application support calls and handling day-to-day work in the department/section.
Responsibilities
· Configuring Foundation data, Service desk, CM, AM, SRM, SLM, RKM, CMDB etc.
· Troubleshoot issues with different modules of BMC ITSM
· Experience in requirement gathering, Implementation, Customization and enhancements of BMC Remedy. Also documenting and training End User about the features and enhancements of BMC ITSM
· Building and Maintaining Integrations with other solutions using SOAP API, REST APIs etc.
· Have good relationship with IT Users and end users to understand and address the queries and problems
· Aligning all processes with ITIL best practices and other industry standards to improve IT operations
· Complying consistently with policies, procedures and practices and ensuring alignment with the corporate policies
· Completing and maintaining regulatory requirements including: licensure and certification and other mandatory training within established time framesSupporting Go-Live situations for new functionality, applications or upgrades. This may involve 24/7 cover on evenings, nights and weekends.
· Maintaining confidentiality with regards to any information exchanged or received in the current capacity of role in accordance with the corporate policies.
· Maintaining positive and effective working relationships within the department/division and also with other departments/sections within.
· Performing any other duties as may be assigned relevant to the basic responsibilities of the role
· Delivering solutions or escalating complex issues to the Senior Officer as appropriate
· Monitoring ongoing performance measures for end users
· Assisting in organizing the implementation of new software patches, new releases and new software packages as needed
· Prioritizing workloads, establishing time lines to ensuring targeted results and customers satisfaction
· Consulting with peers, outside vendors, manufacturers or other resources when needed
· Assisting with training and development of staff (internal trainees)
· Responding to verbal and written enquiries in a timely manner
· Collaborating with other members of the team to carry out work smoothly
· Participating in all team efforts as required
المهارات
Specific Responsibilities
· BMC customization and administration
· Manage Daily tickets (L2 & L3) through Talabi which included Foundation Data, SLA’s, Approvals, etc.
Building and Maintaining Integrations with other solutions using SOAP API, REST API’s, etc.
Key Skills
· Very strong Experience with BMC administration and customisation
· Proven experience in requirements documentation and business analysis
· Prior help desk/service desk/desktop support experience
· Expertise in diagnosing, analysing, and resolving technical issues
· Strong problem-solving skills
Desired:
· Bilingual English Arabic
Qualifications and Experience
Required
· Bachelor’s or equivalent in Information Technology/Computer Science/Communication/Network or related field
Required Experience
· 7-10 years’ experience in BMC ITSM Suite including Smart IT/DWP and good knowledge of all ITIL processes.
· Integrating CMDB with discovery tools like BMC Discovery or MS SCCM.
· Integration of ITSM modules with other application using SOAP API, REST API etc.
· Basic understanding of reporting tools such as Smart Reporting, Ivanti Xtraction.
· Experience in designing, analysing, building workflows in BMC ITSM tool
· Good experience in documentation and training end user about BMC ITSM modules.
Desired
· Experience in automation tools like BMC orchestrator or Microsoft Orchestrator
· Basic understanding about event management
تفاصيل الوظيفة
منطقة الوظيفة أبوظبي, الإمارات العربية المتحدة
قطاع الشركة خدمات تكنولوجيا المعلومات
طبيعة عمل الشركة شركة توظيف
الدور الوظيفي تكنولوجيا المعلومات
نوع التوظيف
الراتب الشهري غير محدد
عدد الوظائف الشاغرة غير محدد
المرشح المفضل
المستوى المهني متوسط الخبرة
عدد سنوات الخبرة الحد الأدنى: 7 الحد الأقصى: 10
الشهادة بكالوريوس/ دبلوم عالي
*** تقدم على الرابط التالي : Apply on the following link ***
https://www.bayt.com/ar/uae/jobs/talabi-functional-analyst-4050834/
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