ITSM / Remedy Technical Architect - Canada

Basic Information







Date Published


Job ID


Travel Amount

up to 75%

Description and Requirements

The BMC Remedy Architect performs a lead role in assessing and analyzing capabilities, business and technical requirements, and Customer business drivers. The Architect develops, as necessary, solution architecture and program definitions. In addition, the Architect determines Customer environmental and personnel suitability, readiness to proceed, and provides best practice recommendations. 

The Architect provides engagement stability by leveraging extensive technical and leadership experiences. As a Subject Matter Expert, the Architect’s guidance may cover implementation approaches, strategy, integration, deployment, and adoption of best practices to ensure Customer success. The Architect role serves as a senior coach, mentor, and technical leader for members of the project team and Consultants.

Key Accountabilities:
  • Provides thought leadership and actionable guidance to during the sales process to setup a successful customer conversion and value realization roadmap. 
  • Shares knowledge and experience with peers by contributing best practice templates 

The Architect's primary responsibilities for the role are: 
  • Responsible for leading small teams comprised of BMC, partner and customer resources at client sites to deliver required outcomes and produce additional business with BMC clients. 
  • Establish conditions of satisfaction and success factors with the Customer early in the sales cycle and ensure those are reviewed and maintained periodically through the sales lifecycle
  • Development and maintenance of relationships with Conversion code programmers via weekly status calls.
  • Technical lead rescuing at risk or endangered projects in conjunction with Sales and Support
  • Includes plan for communication and collaboration among the Customer Team, Account Team, Pre-Sales and Services Sales. 
  • Ensure all internal BMC stakeholders are kept well informed on the engagement
  • Improve the quality and efficiency of the solutions delivered to BMC clients as a means to improve BMC business margins. 
  • Establish and lead conversion scoping meetings including preparation of materials and working with Customer, Sales team and other key stakeholders to review key conversion analysis information
  • Precise project communications
  • Use your knowledge and skillset to create or improve processes and or code programs which assist with the deliverables associated with a competitive replacement sales opportunity or conversion project.

The sort or traits that you will have:
  • You'll have an ability to work independently and provide quality output with minimal supervision/direction.
  • You'll understand how to apply technology to improve the operational effectiveness or efficiency of specific IT functions or applications. 
  • You'll understand enterprise scale, integrated applications from a process/business perspective
  • You'll understand and can articulate how the BMC solutions align to the Customer's needs.
  • You'll Cultivate satisfied, repeat Customers.
  • You'll communicate and orchestrate actions effectively for project success (e.g. proactively mitigates risks before issues impact the project).
  • You'll escalates appropriately for issues impacting sales opportunities, project delivery or Customer satisfaction, following process and policy.

The experience you'll have:
  • Demonstrable experience in designing and maintaining IT Service Management Solutions (Remedy / Helix ITSM preferred)
  • ITIL v3 Foundation
  • Must be familiar with other IT management technologies and have a working knowledge of ITOM
  • Programming/Scripting – (JCL, JAVA and or JAVA Scripting, PL/I, REXX, Assembler)
  • Operating systems – Mainframe, Linux, Unix and Windows

If you don't meet all the requirements but feel you can still add significant value, please apply and we'd love to speak. 

From core to cloud to edge, BMC delivers the software and services that enable over 10,000 global customers, including 84% of the Forbes Global 100, to thrive in their ongoing evolution to an Autonomous Digital Enterprise.
It is the policy of BMC Software to afford equal opportunity for employment to all individuals regardless of race, color, creed, sex, age, sexual orientation, national origin, disability, ancestry, citizenship status, political affiliation, religion, gender, transgender, gender identity, gender expression, marital status, status as a parent, disabled veteran or status as a protected veteran, genetic information or other factors prohibited by law, and to prohibit harassment or retaliation based on any of these factors.

If you need a reasonable accommodation for any part of the application and hiring process, visit the accommodation request page.