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Senior Remedy ITSM Engineer - DoD Secret Clearance

San Diego, CA
Intermedia Group Inc. a US based government contractor, has the following below staff opening. This is a position located in San Diego 
JOB TITLE: Senior Remedy ITSM Engineer
LOCATION: San Diego, CA - (relocation is available)
CLEARANCE LEVEL: Active DoD - Secret
REQUIRED CERTIFICATION(s): DoD 8570.01-M IAT Level II CE certification, such as a CompTIA Security+ CE certification, prior to starting on the contract.
  • Intermedia Group is looking for a BMC Remedy ITSM Engineer to support Naval Information Warfare Systems Command (NAVWAR) Information Warfare Center Pacific (NIWC PAC) in San Diego, CA. NIWC Pac provides a large-scale BMC Remedy ITSM Software-as-a-Service (SaaS) solution to multiple organizations within the US Navy and Department of Defense (DoD).
  • Engineers on this project support multiple large-scale multi-tenant BMC Remedy ITSM environments, as well as custom BMC Remedy applications, hosted on Classified and Unclassified networks. These environments reside in Navy data centers and on the Amazon Web Services (AWS) GovCloud.
  • This position supports new engineering efforts (e.g., configuring the latest service offerings from BMC, onboarding new Navy or DoD customers to NIWC Pac’s environments, implementing new integrations to external data sources); custom BMC Remedy development for changes to existing applications or the creation of new applications; and maintenance and support of the existing environments (including updates to the BMC Remedy ITSM or 3rd party products).
The candidate will work as part of team of experts performing all of the activities associated with configuring BMC Remedy ITSM and developing custom Remedy code. This includes:
  • Configuring the full suite of BMC Remedy ITSM 8.1, 18.x, or 19.x modules to support commercial cloud-based hosting for DoD customers
  • Developing custom Remedy ARS 8.1, 18.x, or 19.x application software to meet customer requirements
  • Implementing customer requested change requests to the customer instance within Remedy ITSM, to the customer’s custom application, or to the enterprise Remedy ITSM environments.
  • Supporting product upgrades including the BMC Remedy ITSM suite, Remedy ARS, or other third party products supporting the environments.
  • Offering new ideas and suggestions for improvements to the ITSM SaaS offering to provide increased capability, reduced complexity, or better value for our DoD customers
  • Supporting environments on both Classified and Unclassified networks.
  • Providing customer support via telephone and desktop collaboration tools to SSC Pacific ITSM customers
  • The position requires superior customer service, rapidly resolving customer requests and incidents while working within Information Technology Infrastructure Library version 3 (ITILv3) best practices, including Change Management, Incident Management, and Problem Management.
  • Bachelor's degree from an accredited college or university, preferably in computer science or related field. - Either A BMC Remedy ITSM Certification or 12 years of experience can be substituted for a degree)
  • The candidate must obtain a DoD 8570.01-M IAT Level II CE certification, such as a CompTIA Security+ CE certification, prior to starting on the contract.
  • DoD experience required, including an understanding of the DoD Security Technical Implementation Guides (STIGs) and Information Assurance Vulnerability Alert (IAVA) process.
  • BMC Remedy ITSM 8.x, 18.x, or 19.x, including experience configuring the out-of-the-box product, as well as creating customizations or custom applications in Remedy. Specific knowledge includes:
    • Creating and troubleshooting custom and out-of-the-box forms and filters
    • Creating and troubleshooting custom and out-of-the-box workflow
    • Experience creating reports in BMC Analytics and Smart Reporting
    • Understanding the configuration of the web server and supporting web server troubleshooting
    • Experience upgrading BMC Remedy ARS and BMC Remedy ITSM
  • Experience bringing new customers into BMC Remedy ITSM or experience assisting customers move from BMC Remedy ITSM
  • Familiarity with Information Technology Infrastructure Library (ITIL) best practices
  • Strong troubleshooting skills, including working with customers to understand, document, and resolve identified issues or requests.
  • Experience with BMC Remedy Distributed Server Option (DSO)
  • Experience in a load balanced environment with server groups
  • Experience working in a commercial cloud environment
  • Understanding the databases tables used by BMC Remedy ITSM and troubleshooting at the database level if necessary
  • Experience with BMC Remedy Single Sign-On (SSO), especially in support of the DoD Common Access Card (CAC)
  • Experience creating Kinetic Requests and Tasks using the Kinetic Data products

If you are interested in pursuing this opportunity, please respond back and include the following:
• Full MS WORD Resume
• Current and required compensation
• Contact information
• Availability
Upon receipt, one of our managers will contact you to discuss in full

Zeke Goulbourne
Intermedia Group, Inc.

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