Remedy Database Analyst (Remote)

Position summary: Remote

Analyzes and maintains current version of Remedy ITSM Configuration Management Database (CMDB).  Listens and interprets requirements received from operation management teams and effectively reports and responds.

Essential Duties and Responsibilities: Job duties include the following: (Other duties may be assigned.)

• Responds to Change Management, Incident Management, Asset Management, Problem Management, Service Level Management and Remedy Analytics ticket requests.
• Assists in maintaining CMDB 20.02 or higher, Service Management and Remedy Knowledge Management.
• Creates/maintains reports using Remedy Analytics and Remedy ITSM reporting tool.
• Reviews Remedy reports for accuracy before distribution.
• Quarterly review of all Remedy reports to ensure accuracy.
• Addresses Remedy issues, errors and complaints from users.
• Communicates with CNIC Customers, Remedy administrators and developers
• Assists in the development of Remedy data standards and procedures.
• Builds Remedy templates, decision trees, and designs work flows in Remedy.
• Assists in creating and maintaining user permissions and roles.
• Works with Remedy customers educating on foundational data structures, validates foundation data, and communicates with Remedy developers for data loads.
• Reports Remedy network issues to development team and communicates outages to customers.
• Trains operational teams and customers on Remedy functionality.
• Understand work flows of all operational areas using Remedy.
• Provides service to customers by answering questions, providing information, making referrals, and assuring appropriate follow-through and/or resolution.
• Backs up Remedy Application Manager in the event of absence.
• Understands Information Technology Infrastructure Library (ITIL) concepts and policies for managing information technology infrastructure and the relational model in regards to databases.
• Ensures work products are exact in meeting requirements assigned, met and conform to policies and procedures.
• Provides after hours emergency support via company provided cellular device or a personal device with a company-paid stipend.
• Attendance and punctuality are essential to the successful performance of this position.
• Other duties as assigned.

Skills:                                                                                                                                                

• Critical Thinking - Using logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions or approaches to problems.
• Troubleshooting - Determining causes of operating errors and providing solutions
• Complex Problem Solving - Identifying complex problems and reviewing related information to develop and evaluate options and implement solutions.
• Active Listening - Giving full attention to what other people are saying, taking time to understand the points being made, asking questions as appropriate, and not interrupting at inappropriate times.
• Active Learning - Understanding the implications of new information for both current and future problem-solving and decision-making.
• Critical Thinking - Using logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions or approaches to problems.

Attributes:

• Near Vision - The ability to see details at close range (within a few feet of the observer).
• Written Comprehension - The ability to read and understand information and ideas presented in writing.
• Deductive Reasoning - The ability to apply general rules to specific problems to produce answers that make sense.
• Problem Sensitivity - The ability to tell when something is wrong or is likely to go wrong. It does not involve solving the problem, only recognizing there is a problem.
• Oral Comprehension - The ability to listen to and understand information and ideas presented through spoken words and sentences.
• Inductive Reasoning - The ability to combine pieces of information to form general rules or conclusions (includes finding a relationship among seemingly unrelated events).

Education and Experience: High school diploma or general education degree (GED); or five years related experience and/or training; or equivalent combination of education and experience.

Experience with reporting tools, relational database solutions, and Remedy ITSM 7.0 or higher.  Job requires experience or a working knowledge of Structured Query Language (SQL).  Experience with Crystal reporting and experience working at an administrative level within a Content Management Database (CMDB) a plus.  ITIL v3ir ITIL V4 certification required but can be obtained within first 6 months of employment. Security required or certification must be obtained within 6 months of being in this position.

Security Clearance: A favorable T1 background investigation required with the ability to obtain a favorable adjudicated T3. Employee must maintain eligibility throughout employment. Active Security Clearance Preferred.