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Information Management Group, Inc. Remedy Systems Analyst in Schenectady, New York

Remedy Systems Analyst

Job Locations

US-PA-West Mifflin | US-NY-Schenectady

Job ID

\# of Openings

Technical Services & Operations


Founded in 1987, IMG is a leading small business that exemplifies competence, integrity and follow-through. We consistently provide customer focused professional services, which ensures our company is recognized for continually exceeding expectations. We believe that at the core of our success stand our people. Our people have provided professional services in the Information Technology field for our customers with a commitment to customer satisfaction for nearly 35 years.
IMG is seeking a full-time Remedy Systems Analyst with a Secret Clearance at our West Mifflin, PA or Schenectady, NY location.


Provide dynamic problem resolution with BMC relative to software product integration.
Provide technical testing and documentation of the modifications implemented to make the overall solution effective.
Provide support for rigorous application migration and testing to move Remedy from development to production environments. The Supplier Analyst is a seasoned professional providing proven quality of workmanship. However, the on-site technical expertise is limited and heavily committed to assigned work and projected tasks. Therefore, additional Remedy project work tasks needs to be performed in support of Helpdesk, Asset Management, Local Area Network (LAN), Smart IT / Digital Workplace, and Work Request functionality. The contracted analyst will enable Buyer to meet these program (software enhancement) needs.
Provide analyst support for Operational Remedy for complex Remedy modification requests by the Remedy Users and approved by the Remedy Project Lead. This work typically involves Remedy programming.
Provide the BMC recommended Configurations of Remedy Suite version 20.02 and above.
Establish Remedy connectivity with discovery data (SCCM, BigFix, Orion, Nessus, etc.) and implement "proven" methodology to integrated designed portions of discovery data set with the determined "golden dataset" of Remedy.
System analyst work to enhance the Remedy Suite to support Asset Management Work Order Requests invoking the Remedy Approval Engine functionality as key component of the overall solution.
Provide technical testing and documentation of the codifications / enhancements implemented to make the overall solution effective.
Design and develop specific solutions, such as the LAN cable data types with integrations to respective switches.
Implement BMC Client Management (software product) data with Remedy's Asset Management.
Perform numerous SLM configurations, delivering proper email notifications and flashboard/smart reporting or equivalent displays
Provide full reporting capabilities using Remedy Smart Reporting, Oracle Apex, etc. to meet reporting functional requirements of various stakeholders.
Provide technical solution for Remedy integration with additional database sources to provide a more robust "federated" solution, such as person data from enterprise tables, etc.
Conduct "knowledge" exchanges and provide key information documentation to ensure in-program Remedy Analyst and other technical personnel grow in Remedy skills and programming and configuration support of Remedy Suite for the NR Program. This is especially needed in support of the Remedy 20.02 implementation.
Assist with the installation and configuration of Remedy software in support of the design documents including Remedy virtual server pool utilizing the Remedy Enterprise (Blue) License Model and mid-tier load-balancing solution(s).
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Other Remedy related technical work as determined by the Remedy Technical Lead, such as reporting solutions, new mid-tier with Tomcat solutions, Oracle Apex Remedy reporting solution, Remedy Smart Reporting, Remedy Web Reporting, and others.
Modify and enhance the Remedy Helpdesk and Asset Management applications as a part of the implementation strategy for the next upgrade of Remedy Suite in addressing stakeholder requirements.
Assist with the additional configuration and enhancement of the Remedy 20.02 Suite of applications in support of Program needs, including upgrade.
Develop performance improvements and some continuing improvements for the Asset Management functionality incorporated within Work Order component of Service Request Management especially related to the asset Installs, Moves, Removes, Replace, two way replace (called SWAP), Repair, Excess, etc. (IMAC) Asset functionality incorporated and integrated into Asset Management.
Scope, prepare, and design the Oracle connector-like solutions enabling data to electronically 'talk' to Remedy and vice versa. Employ, where applicable, the Remedy 9.1+ data migration and atrium integrator in-built functionality such as: (1) develop intermediate solutions using Oracle holding tables or equivalent with associated work flow, similar to the solution for the Active Directory Group SWAP feature within Helpdesk or (2) develop the ability to capture third party data in intermediate tables from some event (like account creation using account creation tools or a monitored event such as port misconfiguration) via scripts/workflow and automatically create Remedy Tickets.
Assess current Remedy performance, determine performance areas for tuning, provide recommendations, and implement the approved recommendations.
Prepare the Asset Management and Helpdesk applications and various multiple data migrations and data uploads including bar codes. Assist with data collections, scrubbing, mapping, importing, and validating. The use of intermediate forms and semi-automatic uploads employing custom coding are strongly desired.
Assist with the gathering, documenting and analyzing the functional requirements from Remedy Suite (product) reviews with stakeholders.
Coordinate and perform the configuration and data loading of the new Remedy Upgrade implementation and provide programming support as needed to implement various functional requirements.
Other Remedy related technical work as determined by the Remedy Technical Lead.


Clearance Required: Secret or DOE L clearance required prior to consideration.

Experience Required:
Experienced BMC Certified Expert, providing technical consulting for problematic and technically challenging designs and/or issues.
Six (6) to twelve (12) years (10+ preferred) experienced Remedy Analyst with excellent and advanced skills and knowledge, including the delivery of customizations in a timely and accurate manner.
Demonstrated project implementation experience: Minimum seven (7) major Remedy projects (including at least three Helpdesk projects and two projects from the following list (Asset Management, SLM, or Change Management).
Good networking with other Supplier's Remedy experts including Remedy experts within the BMC-Remedy Corporation. This is essential for obtaining timely assistance with troubleshooting problems and working with BMC technical support to resolve on-site technical issues.
Require at least nine (9) of the fifteen (15) application experiences (or certifications) at the advanced level:
Remedy Helpdesk / IT Service Management (ITSM),
Remedy Asset Management,
Remedy Change Management,
Remedy CMDB,
Remedy Service Level Management,
Remedy Service Request Management,
Remedy Smart IT / Digital Workplace,
Remedy Import Tool, MS Windows Administrator,
Oracle Administrator,
Microsoft Certification,
CompTIA Security+ Certification,
BMC Certification,
ITIL Foundations Certification,
Remedy version upgrades involving significant customizations
Working level knowledge, experience, and proficiency in at least five or more of the following, version 20.02 and above:
Action Request System (ARS),
Configuration Management Database (CMDB),
IT Service Management (ITSM),
Service Desk,
Asset Management (AM)
Knowledge Management (KM),
Change Management (CM),
Service Level Management (SLM),
Service Request Management (SRM),
Smart IT,
Digital Workplace,
Smart Reporting,
Remedy Single Sign On,
Atrium Integration,
Flashboard, and
Remedy customized applications.
Experience with two (2) or more of the following:
Windows Operating Systems (e.g., Windows Server 2019, Windows 10, etc.),
Oracle Database Systems (e.g., Oracle 19c), and
Linux Operating System).
Analyst must have additional skills in eight (8) or more of the categories listed below:
Experienced with Remedy Suite performance tuning.
Very knowledgeable and experienced with Remedy Web Form and related Web configurations. a. Has extensive knowledge of web form accessing via active directory credentials, caching improvement for ARS 20.02 and Information Technology Service Management (ITSM) 20.02 and ITSM 20.02 Customized
Data Migration Tool and BMC Development Studio.
Software license tracking experience using BMC's Client Management software, SMS Discovery, Seamless Connector; CMDB Reconciliation and Remedy Definitive Software Library (DSL), as well as experience in software discovery such as MS-SCCM / BDNA / MS Scripts.
Good educator, can explain design concepts.
Extensive administrative "book" and experiential knowledge of the Out of the Box Remedy ARS, ITSM Suite, and CMBD, version 20.02 and above.
Good systems (Remedy, Oracle, Windows, Tomcat, Java scripting, etc.) knowledge including demonstrated performance tuning skills.
Excellent troubleshooting and "fix it" skills with application and defective coding types of errors.
Demonstrated tenacious work ethic to timely complete tasks, especially required during deployment.
Good knowledge and experience with Remedy Smart Reporting.
Good knowledge and experience with Oracle Apex.
Analyst must have the skills, knowledge and experience to perform ten (10) or more of the 14 skills listed below.
Database design review and design and development of complex relational table structure with many to many types of relationships.
Exceptional troubleshooting and root cause analysis, followed by resolution determination, implementation, and documentation for items such as Application Cardinality Issues, Mid-Tier Memory Leaks and Caching Issues, and CMDB complex join issues affecting overall Remedy performance.
Integration with Supplier and Buyer's Remedy analysts and supporting IT personnel to perform modification and enhancement work on custom database applications ensuring all requirements are soundly met.
Advanced analytical skills to resolve algorithm complexities, such as the Secure Record and the customized and complex custom database (e.g., CSCD) data extract.
Advanced systems (Remedy, Oracle, Windows, Tomcat, Java scripting, etc.) knowledge including demonstrated performance tuning skills.
Six (6) to twelve (12) years (10+ preferred) Remedy industry experience with excellent customer feedback for Remedy customized solutions & deliverables.
Demonstrated Remedy skills to develop complex data "parent-child" types of algorithms and reports.
Recognized in industry (e.g., Customers, BMC, SUPPLIER, etc.) as an excellent / advanced skilled designer, developer, and implementer of customized and related Remedy solutions.
Scope, prepare, design, and implement complex Remedy version upgrades and patching while addressing issues to the level of Buyer's satisfaction (e.g., acceptance criteria) all of the customizations built into the Out of the Box solutions. Migration of Buyer's complex customizations into newer Remedy Version upgrades. Note: This is very complex requiring the BMC Certified Expert Level of Remedy knowledge and skills.
Exceptional designer of Buyer required custom solutions coupled with employing "Out of the Box" functionality in the final solution.
Possesses demonstrated abilities and skills at the expert level to provide solutions to issues accurately, efficiently, and effectively.
Exceptional skills, knowledge, and practical experience in developing intermediate solutions using Oracle holding tables with associated work flow. Buyer needs solutions to permit application "super users" the ability to upload data from spreadsheets without granting Remedy Administrator privilege or the ability to capture third party data in intermediate tables and automatically create tickets.
Exceptional abilities to train and educate Customer's personnel in Remedy Suite and workflow (programming) knowledge and skills. Must be able to demonstrate how key work flow solutions were developed and implemented ensuring that the Customer personnel can maintain them.
Excellent evaluator of customer requirement to design, prototype, develop and implement new solutions and/or sound enhancements onto existing solutions within Remedy infrastructure / platform and Application Suites and Customizations.
COVID-19 Regulations: As required by Executive Order 14042 and the guidance provided by the Federal Workforce Task Force, all federal contractor employees are required to be fully compliant with customer COVID-19 regulations. IMG will provide additional information regarding these requirements and how you can request an exception if needed.
Health, dental, vision, and life insurance
Short term and long term disability insurance
401(k) with generous company match
Flexible Spending Accounts (FSA) and Health Savings Accounts (HSA)
15 days of personal leave plus paid federal holidays
Professional development and training assistance

Information Management Group, Inc. is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or veteran status.

Information Management Group, Inc. provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training. Information Management Group is an EOE. All qualified applicants will receive consideration for employment without regard to Minority/Female/Disabled/Veteran/Gender Identity/Sexual Orientation/National Origin .