Job Title: BMC Remedy ITSM Subject Matter Expert / Platform Architect
Organization type: U.S. Department of Defense / federal contractor
Clearance: Active Secret Clearance or Higher
Experience level: Senior / Principal (15–20+ years BMC Remedy ITSM)
Position summary
Serve as the primary platform architect and subject matter expert for the BMC Remedy ITSM suite. Design, configure, upgrade, integrate, and operate enterprise Remedy environments spanning Development, QA, and Production. Translate complex business requirements from federal stakeholders into secure, ITIL-aligned Remedy solutions—including custom applications, service request catalogs, CMDB structures, workflows, and enterprise integrations.
Key responsibilities
Platform architecture and administration
- Own architecture, configuration, and support for Remedy ARS and the ITSM suite, including Service Desk (Incident/Problem), Change Management, Asset Management, Atrium CMDB, Atrium Integrator / Atrium Integration Engine, Service Level Management (SLM/SLA), Knowledge Management (RKM), Service Request Management (SRM), Mid-Tier, Distributed Server Option (DSO), Approval Server, Email Engine, Smart Reporting, SmartIT, MyIT, and Digital Workplace Advanced as used by the customer.
- Administer Dev, QA, and Production servers; manage environment setup, promotion paths, and operational health.
- Plan and execute major platform upgrades across lifecycle stages (for example, ITSM 9.1.02 to 18.05 and 20.x).
- Tune performance and apply upgrade architecture best practices for large federal deployments.
Configuration, customization, and data
- Configure and import Foundation data, Process data, Transaction data, and CMDB Configuration Item updates.
- Develop and maintain service requests in SRM to meet Request Catalog requirements for IT and business users.
- Customize out-of-the-box modules by designing and deploying new workflow objects and custom application forms.
- Design, configure, and implement Asset Lifecycle solutions aligned with federal security protocols and ITIL practices.
- Configure and schedule Smart Reports broadcast to stakeholders for operational and business-intelligence reporting.
- Monitor ITSM process performance against Service Level Targets and drive timely delivery.
Integrations and automation
- Integrate Remedy with enterprise platforms such as Flexera, SharePoint, netTerrain, LDAP/Active Directory, mobile barcode scanning, and network access control tools (e.g., Forescout).
- Implement REST API and SOAP web services for ticket transfer and related enterprise interfaces (e.g., authorized service interruption workflows).
- Customize Remedy applications and automate ticketing by integrating vulnerability scan results (e.g., ACAS) and certificate-check services.
Consulting and delivery
- Partner with federal stakeholders to gather requirements and produce technical specifications.
- Lead implementations, upgrades, and complex troubleshooting for business-critical Remedy systems.
- Support the full project lifecycle: architecture, requirements, design, development, validation, deployment, and post-production support.
- Contribute to scoping / level-of-effort estimates and mentor peer engineers on BMC Helix Core / Remedy capability.
Required qualifications
- Bachelor’s degree in Computer Science or related field, or equivalent experience.
- 15+ years hands-on BMC Remedy / ARS / ITSM suite consulting, including architecture, customization, upgrades, and multi-environment administration.
- Deep working knowledge of CMDB (Atrium), SRM, SLM/SLA, RKM, Mid-Tier, Atrium Integrator, custom workflow development, and Smart Reporting.
- Proven experience integrating Remedy via REST, SOAP, LDAP/Active Directory, and common enterprise systems.
- Experience operating in federal or DoD environments and aligning Asset Lifecycle / ITSM controls with security and ITIL requirements.
- BMC Certified Professional (or equivalent demonstrated mastery) preferred.
- Ability to obtain or maintain required clearance (TS/SCI or Public Trust).
Preferred qualifications
- Prior support of DoD combatant commands, U.S. military services, or Fortune 100 / large federal agencies.
- Experience with Digital Workplace, SmartIT, MyIT, Virtual Chat, DSO, and email/approval engine configuration.
- Host-platform familiarity with Windows, Linux, and UNIX.
- Background mentoring consultants and leading technical capability for BMC Helix Core / Remedy.
Pay Range: 130k-200k