Job ID :
Company :
Internal Postings
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Type :
Duration :
12+ months
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Posted :
09 Feb 2018
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Job Description:

Primary responsibility of the Operational Service Manager – Remedy Administrator
  • Receive information from overseas (e.g. release information, notification of downtime for system maintenance).
  • Decide on the information to be distributed to the IT service staff and organize the distribution process.
  • Responsible for the establishment, coordination, measurement and quality of the CISM customer organization and the CISM customer processes. This includes the CISM modules available within the relevant CISM release.
  • Manage the rollout process
  • Attend briefings and information events, e.g. regular customer meetings.
  • Submit administration requests in the Remedy system (e.g. setting up new users).
  • Submit change requests in the Remedy system (e.g. a request for the development of a new functionality).
  • Consult with Service Managers of other customer organizations on IT service processes relevant to multiple clients and to define the visibility of their customer organizations within the client.
  • Ongoing monitoring and control.
  • User training
  • Regular reporting from the data warehouse (Over 100 regularly scheduled reports)
  • Configure Directory Tress available to Users (defining selection from overall tree)
  • Administering SLA’s
  • Administering OLA’s at Service Group Level
  • Administering Approval and Acceptance Processes
  • Configuring Selection List Values
  • Business Time Calendars
  • Email Templates
  • Customer Feedback
  • Predefined Ticket Searches
  • Standard Tickets
  • Standard Processes.