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Business Support Systems Application Engineer (Remedy on Demand)

ID: #12147     Date: 13/06/17

Location England, London
Company Avanti Communications Group plc
Salary £35000.00 - £45000.00 (per Year)
Job type Permanent
Sector(s): IT & Telecoms jobs
Avanti Communications Group plc

  • Degree in a relevant discipline or equivalent experience
  • Qualified to ITIL Foundation level
  • Demonstrable expertise in ITIL best-practice processes including Incident Management, Problem Management and Change Management
  • Demonstrable knowledge of Remedy On Demand architecture and design
  • Demonstrable expertise in configuring, customising and extending Remedy On Demand
  • Demonstrable expertise with BMC Remedy Development Studio
  • Demonstrable expertise in testing and deploying customisations
  • Demonstrable knowledge of building dashboards and reports within the application
  • Demonstrable experience of security within Remedy On Demand
  • Good working knowledge of databases and SQL
  • Good knowledge of business process design and systems analysis
  • Demonstrable knowledge of the entire software development life cycle
  • Demonstrable experience in testing changes and coordinating UAT
  • Strong analytical, diagnostic and problem solving skills
  • Able to facilitate meetings and requirements capture sessions
  • Able to present information in a clear and relevant way for the intended audience
  • Experience of providing internal training
  • Strong skills in Word and Excel
  • Fluent in English with excellent oral and written communication skills
  • Ability and willingness to work occasionally long hours under pressure

Ability to travel internationally if required
Desirable skills

  • Qualified to ITIL Practitioner or ITIL Intermediate levels
  • Demonstrable expertise in integrating Remedy On Demand including with IT monitoring tools, event management tools, Active Directory, and other business systems
  • Web services expertise
  • Experience of using UML and Business Process Model and Notation 2.0 (BPMN)
  • Experience of current state (Current Operating Model) analysis, design of future state (Target Operating Model), and gap analysis
  • Project Management qualification and experience of managing small
  • projects
  • Relevant experience of a telecoms service provider framework such as Frameworx / eTOM

A background in telecommunications or related service provider

Job responsibilities

The Business Support Systems Engineer’s primary objectives are to:

  • Implement Remedy On Demand as the single IT Service Management (ITSM) solution for the business
  • Optimise the usage and effectiveness of the Remedy application by implementing best practice solutions and customising where necessary to Avanti’s specific needs

Main duties and responsibilities:

  • Maximise return on value of the Remedy On Demand software for Avanti
  • Implement ITIL best-practice processes including Incident Management, Problem Management and Change Management
  • Collaborate with cross-functional teams and a diverse set of stakeholders, ranging from senior executives to technical staff to ensure the successful implementation and ongoing use of the application
  • Work with stakeholders across the business to elicit and document requirements and business needs
  • Convert business requirements into solution designs and technical specifications
  • Customise the application as required
  • Integrate the application with other systems and third parties
  • Identify process or data quality issues, analyse causes and work with the business to make improvements
  • As the subject matter expert, consistently seek ways to improve Remedy On Demand in order to better meet the needs of the business
  • Own the roadmap for the application
  • Help business stakeholders to envision the future and how their work will need to change to support that vision
  • Provide Quality Assurance (including testing and UAT) for process and system changes
  • Deliver training as part of the implementation and on an on-going basis
  • Share skills and knowledge within the department
  • Provide quality 2nd line support and administration of the application

Project Management of small projects.

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Name    Avanti Communications Group plc

Phone  44 (0) 207 749 1600

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