Job Title: Discovery Developer/Administrator
Location: Remote (onsite in Rockville, MD when needed)
Clearance: Ability to obtain NRE public trust clearance
A. Primary Responsibilities
i. Provide Remedy Discovery developer support/activities/tasks to production environment.
ii.Work on Remedy Discovery assigned projects or tasks.
iii.Assist with training and mentoring team members on Discovery related technology and use.
iv.Work with team to create or update Discovery documentations including but not limited to SOPs, How tos, KBA articles, and other items.
v.Assist end users with Discovery issues and questions via phone and/or email.
vi.Develop statistics and reports from data provided from various tools and sources on and using Discovery product.
vii.Support development of OpCat, ResCat, and ProdCat categorizations and implementations relating to Discovery.
viii.Escalate and work any Discovery major issues in a timely manner.
ix.Assist other EUCS team or providers with issues or questions regarding Discovery.
x.Provide Discovery Tool Continual Service Improvement Initiatives.
i.Bachelors degree with 4 6 years of enterprise-wide configuration management database (CMDB).
ii.Experience with CMDB, Discovery, Service Mapping, Change, and other ITSM modules.
iii.Must have experience supporting Remedy 9.
iv.Managing CMDB health by using Discovery (or equivalent methods) to support Assets and Configuration, Service dependency mapping and Governance.
v.Contract Licensing Specialist for Discovery.
vi.Broad understanding of various Business Asset / Inventory Management Tools (preferably BMC Discovery).
vii.Ability to learn quickly on new activities and execute seamlessly, with minimal supervision.
viii.Analytical mindset - ability to process information logically, identify gaps and patterns to optimize data integrity.
ix.Experience and strong knowledge of IT Service Management processes.
x.Experience in the IT Infrastructure Library (ITIL) processes and working knowledge of IT operations and architecture.
xi.Maintains smooth operation of multi-user computer systems, including coordination with network administrators, data analyst, and end user needs/request.
xii.Will support the creation/maintenance of production environment.
xiii.Creation of workflows, templates, SPs and instructions.
xiv.Develops and monitors policies and standards for allocation related to the use of Discovery support.
xv.This position requires having/able to get a current NRC Public Trust security clearance.
xvi.The position is based at the NRC HQ in Rockville, MD and can be full time telework.
i.Support all existing Discovery integrations to the ITSM tool (BMC Remedy ITSM).
ii.Develop and test new integrations for Discovery (BMC Discovery 18.104.22.168).
iii.Assist in creation maintenance of CMDB reporting.
iv.Configure ITSM tool in support of the Discovery process and Configuration Management DB.
v.Maintain all scheduled jobs for Discovery.
vi.Collaborate with Infrastructure teams to develop and maintain discovery integrity.
vii.Support all discovery customizations within ITSM tool.
viii.Ability to quickly adapt and react to changes within work environment.
ix.Ability to work as a team member or leader, at times, resolving customer issues and to work independently, quickly, accurately, flexible, agile, and efficiently as part of a team to meet quick turnarounds and hard deadlines.
x.Ability to quickly troubleshoot and communicate technical issues/solutions.
xi.Properly respond to and resolve system problems as they occur and follow established procedures for problem escalation and follow-up.
xii.Provides status updates and comments to process owners, service owner(s), management and/or team participants.
xiii.Experience with other BMC Remedy reporting tools.
xiv.Working knowledge/experience in Smart Reporting, Digital Workplace, Service Level Management, Service Request Management, Incident Management, Change Management, Task Management, Work Orders, Problem Management, CMDB and Asset Management applications/modules and other BMC products/reporting tools.
xv.ITIL Foundations Level (or higher) Certification.
xvi.Excellent verbal and written communication skills.
xvii.Must be highly organized, proactive, and collaborative.