Technical Support Analyst - Remedy

Basic Information

Country

United States

State

NA

Date Published

27-Sep-2022

Job ID

35267

Travel Amount

None
This role can be based remotely in United States

Description and Requirements

#LI-JR1
BMC helps customers run and reinvent their businesses in the digital age by tackling their IT management challenges, championing their innovation, and celebrating their success.
Every BMC employee has the potential to have a tremendous impact on customer success—and when customers thrive, we all do.

BMC offers bold and fearless career-seekers like you the opportunity to expand your skills, your network, and your horizons as you work to enable customer growth and innovation every day. You will be surrounded by peers who inspire you, drive you, support you, and make you laugh out loud, in an environment that fosters individuality, respect, and personal ambition.

The Remedy Technical Support Analyst will be responsible for providing advanced technical support for complex problems to assist our global customers, ensuring they keep their business running using our best-in-class products.


This role would involve working with BMC's growing federal customer base and as such, we are looking for someone to ideally has an active Secret clearance level.  If you don't have Secret Clearance (or higher) but meet clearance eligibility requirements, please still apply.


Roles and Responsibilities:

  • Provides courteous, efficient, and professional technical support for BMC Helix products (SaaS) over the phone and email to customers across a broad range of industries.
  • Use professional concepts & company policies & procedures to solve a wide range of difficult problems in imaginative & practical ways.
  • Works on complex problems where analysis of situations or data requires an in-depth evaluation of various factors and to recommend appropriate corrective action.
  • Will have sufficient experience to be able to develop new investigative methods & procedures.
  • Exercises systematic proficiency in some specialized skills which display depth & breadth within several BMC applications/technologies.
  • Conducts research on customer incidents to help create reusable solutions, and other duties as assigned.
  • Uses written communication skills to update case documentation, to create, modify, assess and approve the publication of Knowledge Articles.
  • Escalates issues and works directly with Research and Development to resolve complex support problems
  • You have a passion for collaborating cross-functionally & cross-product to identify and own the RCA and mitigation plan and reduce MTTR.
  • Increasingly independent and able to contribute to the development of new methods & procedures where they become required.
  • Periodic weekend work will likely be required.


Qualifications (must have)

  • 2+ years of experience in diagnosing and troubleshooting technical issues.
  • BS/BE degree in CS/EE or equivalent experience
  • Ability to get security clearance within a reasonable timeframe
  • Working knowledge of SaaS, Cloud Technologies, and various Integrations
  • Working Knowledge of SRM, ITSM, CMDB & Remedy Architect.
  • Working Knowledge of RSSO, DWP, Smart IT, Smart Reporting, Analytics & Dashboards.
  • Working knowledge of Operating System: Windows Server and Linux.


Qualifications (nice to have)

  • Secret/Top Secret/TS/CSI level clearance
  • Working knowledge of SQL Server, PostgreSQL, etc.
  • Experience with CI/CD pipelines and DevOps tools such as Jenkins, Docker, Git, Kubernetes, Terraform, and Ansible.
  • Working knowledge on monitoring tools ELK, Prometheus, Kibana, and Grafana a plus.
  • ITIL v3 certification is preferable.
#LI-Remote 

It is the policy of BMC Software to afford equal opportunity for employment to all individuals regardless of race, color, age, national origin, physical or mental disability, history of disability, ancestry, citizenship status, political affiliation, religion, gender, transgender, gender identity, gender expression, marital status, status as a parent, sexual orientation, veteran status, 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.