BMC Remedy On Demand/Service Desk Express Consultant with business analysis, .net, SharePoint Designer, InfoPath, project management, database design, SQL report builder and BI Development Studio experience
Location: St. Paul, MN
Duration: 3 months
Positions: 1
Project Skills (desired):
- Knowledge and experience of the capabilities of various technical environments are desired including:
- Experience as a Business Analyst including requirements and use case analysis
- Experience with Visual Studio .NET
- Experience developing custom components for SharePoint
- Minimum of one (1) year experience working in a SharePoint development environment.
- Experience using InfoPath 2010
- Experience using SharePoint Designer 2010
- ITIL Certification
- Project Management experience
- Experience with database design or administration
- Experience with SQL Reporting Services
- SQL Report Builder and Business Intelligence Development Studio
- Experience with accessibility standards from both Section 508 of the Rehabilitation Act and Web Content Accessibility Guidelines 2.0 level AA
Project Skills Preferred:
The candidate must specifically indicate how the following qualifications have been met utilizing the “skills matrix”. All project skills listing a specific number of years’ experience will be evaluated as pass/fail requirements. Responders who do not demonstrate compliance with these requirements in the “skills matrix” will not be considered further. All other project skills will be evaluated based on the weighted criteria. Preferred skills will be given greater emphasis in the calculation of points than skills listed as desired.
1. Subject Matter Expert for BMC’s Service Desk Express
2. Subject Matter Expert for BMC’s Remedy On Demand
Duties
Work with division personnel under the direction of the ISD division to analyze Revenues service desk application environment.
Analyze and document Revenue’s BMC’s Service Desk Express - SDE’s customizations
Analyze and document Revenue’s SDE implementation
Analyze and document Revenue’s current new hire on boarding and off boarding process
Analyze and document Revenue’s current IT asset management process
Analyze and document Revenues current software licensing process
Draft new processes, procedures and policies for the implementation and governance of Remedy On Demand.
Analyze and Assist in the development and delivery of training for the department’s new Service Desk application implementation..
Act as the primary consultant for the agency’s Change Advisory Board supervisor, Service Desk supervisor and the Information System Division management.
Act as the Architectural, Administrative and development subject matter expert for BMC’s Remedy on Demand product application.
Provide mentorship to department developers who create web applications to extend Remedy.
Work with the Information Systems Division on transferring knowledge to department staff.
Assist in troubleshooting and resolving issues that may arise during development.
Maintain communication and a positive working relationship with project leadership and staff.
Deliverables
Validate current service desk application uses, processes, procedures and policies.
Work with project leadership and business units to assist in the development of an agency-wide Remedy On Demand implementation plan.
Implement new Remedy On Demand uses, processes, procedures and policies.
Provide complete Service Desk Application technical documentation.
Provide weekly status reports to the project management team.
Other duties related to the Service Desk project may be assigned.
Business Need
The Department of Revenue (DOR) is in need of a technical analyst and developer that has expert knowledge of SDE and Remedy On Demand products. This analyst will gather and document existing requirements, data flows and business rules for DOR’s existing Service Desk Express implementation. They will act as the subject matter expert who will be responsible for advising Revenue on its migration path to, and adoption of, Remedy On Demand.
Products or Results
This candidate will mentor DOR Development and Delivery staff under the direction of the Information Systems Division (ISD). Their responsibilities include investigation and documentation of DOR’s current service desk processes, procedures and policies related to its SDE implementation. The candidate will be responsible for advising and assisting the DOR with its migration to the Office of Enterprises implementation of Remedy On Demand. When completed, Revenue will be fully migrated to Remedy and have completed Technical and Governance documentation for Remedy On Demand.
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