Remedy Tool Administrator

 

GENERAL FUNCTION
The Remedy Tool Administrator is responsible for the management and administration of BMC Remedy tool, Service Request Management and the integration to the PPM tool component within Luxottica Retail’s test, production and development environments. 

Primary focus will be the support, maintenance, implementation of new releases and upgrades and administration of the Remedy tool, database and application servers. Secondary focus in to serve as backup tool administrator for HP Project Portfolio Management (PPM) since both tools are integrated and support the end to end ITIL processes (operational) and project management/software development cycle (SDLC) processes to aid in processing all IT requests. 
 
The rollout of Remedy and PPM tools will be coordinated with all the functional areas within IT to ensure that we are providing solutions in line with IT compliance best practices. The tool administrator will ensure the tool supports the IT-related policies, procedures and processes related to Luxottica Retail’s SOX/Services organization and support new process developments.
 
MAJOR DUTIES AND RESPONSIBILITIES
Ø       Remedy System Management and Support-Primary Support
·   Hardware and software upgrades
·   User Access and Administration
·   Security
·   Performance Monitoring and Tuning
·   Job Scheduling and Load Balancing
·   Backup and Recovery
·   Capacity Planning
·   Technical Troubleshooting
·   Product Evaluation
Ø       Configures Remedy and PPM tools based on customer requirements in a simple to use approach to drive and increase adoption across IT and outside business partners.
Ø       Supports rollout of new releases of Remedy software (and/or PPM) and upgrades as needed.
Ø       Responsible for production support, maintenance and administration of Remedy tool (primary) and PPM tool (as backup).
Ø       Assume additional responsibilities as backup PPM tool administrator and performs special project tasks as needed or directed.
Ø       Actively involved in Remedy projects helping to establish and meet deadlines for assignments.
Ø       Provide training, follow up and support for applications users
Ø       Perform audits to the environment to identify deficiencies of standards, performance and availability.
Ø       Resolve critical issues in a timely manner. Engage vendor when necessary to provide timely resolutions.
Ø       Adhere to corporate policies and procedures relative to security, change management, and asset management.
Ø       Build and maintain positive, constructive relationships with team members.
Ø       Champion and lead change for the Remedy product. Propose and find ways to implement positive modifications to make significant improvements and roll out additional needed functionality.
 
 
COMMUNICATIONS WITH OTHERS – INTERNAL
Ø       IT Technical Services (DBA’s and System Admins)- high
Ø       IT Systems Development personnel – high
Ø       IT SOX/Services team (Change, Asset, and Problem Management)-high
Ø       IT and business project teams –medium
Ø       Project Management Team-high
Ø       Business process owners within functional area departments – medium
 
COMMUNICATIONS WITH OTHERS – EXTERNAL
Ø       Software vendors for PPM and Remedy tools- high
 
 
SPECIFICATIONS – KNOWLEDGE AND SKILLS
Ø       Solid knowledge of project management and ITIL process and tools (Remedy and PPM)
Ø       Ability to drive adoption of tools
Ø       Able to coordinate many concurrent tasks
Ø       Understanding of project management methodology and systems development life cycle.
Ø       Working knowledge of project management, SDLC and Remedy tools
Ø       Very good communications skills both written and oral
Ø       Well organized with a good attention to detail
Ø       Good problem solving skills
Ø       Ability to translate user problems into actionable solutions
Ø       Knowledge of IT standards and policy administration
Ø       Strong Customer Service/Communication Skills
Ø       ITIL Experience
Ø       Remedy experience for versions >= 7.0
Ø       Ability to translate requirements into solutions
Ø       SQL/Crystal Reports experience
 
SPECIFICATIONS – EXPERIENCE
Ø       2- 4 yrs of strong experience with PPM and Remedy tools, project management and ITIL processes and procedures
Ø       4 – 6 yrs of Information Systems/Business related experience
Ø       ITIL and PPM certifications preferred
 
SPECIFICATIONS – EDUCATION
Ø       4-year business/accounting/computer science/technical degree or equivalent with relevant experience

EOE
 


Job Requirements:

Req. Code : 09-273
Division/Department : Home Office

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