Enterprise Information Services, Inc.

BMC Remedy/ITSM Senior Analyst/SME

US-LA-New Orleans
# of Openings
Targeted Job Start Date


EIS is seeking a BMC Remedy/ITSM Senior Analyst/SME to work onsite in New Orleans, LA. The BMC Remedy/ITSM Senior Analyst/SME will work with BMC professionals to modify system architecture in support of a rapidly expanding ITSM environment, implement proven ITSM performance tuning activities and validate and document ITSM processes & procedures.


The ideal candidate will serve as a subject-matter expert (SME) on all aspects of BMC Remedy ITSM modules and processes interdependencies across all ITSM and its effect on the legacy Remedy system. This developer will contribute to the development, creation, and distribution of key performance indicators for defined ITSM process areas. They will be responsible for ensuring adequate education and training materials exist for ITSM processes and are published and communicated appropriately, and ensures the knowledge base is continually updated as required.


  • Contribute directly to the strategy, development and quality of IT Service Management and the company's service delivery capability
  • Serve as process owner for the ITIL based ITSM processes and ensure their effective delivery, management and improvement meets specified business needs
  • Direct continuous improvement activities to ensure maturity levels continue to be achieved; champion continuous improvement initiatives
  • Monitoring and reporting on the performance of services through Key Performance Indicators (KPI) and metrics, including participation in requirements gathering for the development, integration, and support of an expanding ITSM environment
  • Collaborates with service and process managers to ensure consistency and standardization across processes and/or services throughout the organization
  • Manages team members in the development and implementation of performance metrics and measurement tools, the execution of ITSM process and/or service improvement efforts, and in the identification of gaps or deficiencies in new and existing processes, and service delivery
  • Manages team members Developers and Sustainment personnel to ensure optimum system performance and incident resolution meet or exceed specified metrics.



  • Strong proven ability to run successful BMC Remedy/ITSM projects
  • Ability to Develop strong analytics, KPI's and reporting to support the management and improvement of the BMC ITSM system performance
  • Collaborative leadership experience and credibility; a strong ability to influence, persuade and negotiate with others and a demonstrated ability to achieve results
  • Ability to work independently and make sound decisions while meeting time sensitive deadlines
  • Strong management skills, including leading and supporting diverse, team members
  • Ability to gain consensus among disparate groups
  • Excellent verbal and written communication skills
  • Experience implementing and operating an ITIL based team
  • PMO Certification preferred
  • Current ITIL Foundations certification a plus



  • DoD 8570 compliant Security+ Certs/Training in BMC Remedy/ITSM technologies
  • BMC Remedy/ITSM training certifications
  • BS in Computer Science, or related field.
  • 10+ years BMC Remedy/ITSM experience
  • 4+ years leading BMC Remedy/ITSM projects
  • 5+ years IT experience


EIS is an Equal Opportunity Employer/M/F/V/Disabled.


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