This role requires you to be eligible for security clearance.

Location

You will be based at our Hemel Hempstead office working to our hybrid model of 3 days in the office and 2 days from home.

Why this job matters

You will be a key player in upholding the Remedy ITSM suite within our defence sector. This allows our customers to automate the ITIL process, and seamlessly integrate with business processes by servicing requests and incidents, managing SLAs and assessing KPIs. As a valued member of the ASG team you will design, develop, enhance and support our Service Management IT Solution and provide SME and knowledge to meet delivery needs and challenges.

What you’ll be doing

As a member of the Remedy ASG team you will be responsible for the administration and maintenance of BMC Remedy ITSM platform for optimal performance; including but not limited to: applying updates, monitoring, upgrades, processing queries and reports, and monitoring the entire system to make sure all system transactions are processed correctly. You will troubleshoot and resolve system and transaction issues and serve as a subject matter expert for BMC Remedy within secure platforms. Below are your responsibilities:

• As part of a 4th line support team, configure and manage the ITSM application.
• Monitor and troubleshoot ITSM defects and issues.
• Work within the ITIL standards to deliver new functionality and defect fixes for the ITSM application.
• Collaborate with IT and business teams to understand their ITSM needs.
• Keep up to date with vendor updates and new features.
• Provide training and support to IT staff on the ITSM application.

Your skills and experiences needed

• Substantial experience working with ITSM applications – ideally using BMC Remedy.
• Customisation, Development and Integration skills, that can be evidenced/showcased, in BMC Remedy
• Strong understanding of ITSM application functions.
• The ability to understand, explain and present complex technical ideas to technical and non-technical stakeholders.
• Be confident in fixing defects.
• Strong problem-solving and troubleshooting skills
• Strong communication and collaboration skills
• Ability to work independently and as part of a team

• Experience with building and configuring new ITSM platforms. (beneficial)
• Experience in dealing with the triage and remediation of various defects. (beneficial)

Benefits

• 25 days annual leave (plus bank holidays)
• 10% on target bonus
• Life Assurance
• Pension scheme
• Direct share scheme
• Option to join the Healthcare Cash Plan or other benefits such as dental insurance, gym memberships etc.
• 50% off EE mobile pay monthly or SIM only plans
• Exclusive colleague discounts on our latest and greatest BT broadband packages
• BT TV with TNT Sports and NOW Entertainment
• 50% discount for friends and family on EE SIM Only plans & airtime element off a Flex Pay plan

Our leadership standards

Looking in:
- Leading inclusively and Safely
I inspire and build trust through self-awareness, honesty and integrity.
- Owning outcomes
I take the right decisions that benefit the broader organisation.

Looking out:
- Delivering for the customer
I execute brilliantly on clear priorities that add value to our customers and the wider business.
- Commercially savvy
I demonstrate strong commercial focus, bringing an external perspective to decision-making.

Looking to the future:
- Growth mindset
I experiment and identify opportunities for growth for both myself and the organisation.
- Building for the future
I build diverse future-ready teams where all individuals can be at their best.

A FEW POINTS TO NOTE:

Although these roles are listed as full-time, if you’re a job share partnership, work reduced hours, or any other way of working flexibly, please still get in touch.

DON'T MEET EVERY SINGLE REQUIREMENT?

Studies have shown that women and people who are disabled, LGBTQ+, neurodiverse or from ethnic minority backgrounds are less likely to apply for jobs unless they meet every single qualification and criteria. We're committed to building a diverse, inclusive, and authentic workplace where everyone can be their best, so if you're excited about this role but your past experience doesn't align perfectly with every requirement on the Job Description, please apply anyway - you may just be the right candidate for this or other roles in our wider team.