ESM Applications Administrator

The Office of Technology and Innovation (OTI) leverages technology to drive opportunity, improve public safety, and help government run better across New York City. From delivering affordable broadband to protecting against cybersecurity threats and building digital government services, OTI is at the forefront of how the City delivers for New Yorkers in the 21st century. Watch our welcome video to see our work in action, follow us on social media @NYCOfficeofTech, and visit oti.nyc.gov to learn more.

At OTI, we offer great benefits, and the chance to work on projects that have a meaningful impact on millions of people. You'll have the opportunity to work with cutting-edge technology and collaborate with other passionate professionals who share your drive and commitment to making a difference through technology.

The successful candidate will serve as the ESM Applications Administrator reporting to the Public Safety Service Management division. Responsibilities will include:

Handle all types of Incidents, Changes, Problems and Requests to support the BMC Helix/Remedy ITSM applications ver 20.02 on-prem and on-cloud versions; create, implement, and sustain BMC Remedy workflows and forms; build and sustain reports and dashboards within BMC Helix/Remedy; review and administer BMC Remedy servers in all environments (Development, Staging and Production); create/maintain support related documentation and work procedures; run uploads of new/modified Asset/CMDB data. Migration of code from one environment to another; create/maintain customization and integration related process/procedure documentation; assist with the upgrades of BMC Remedy applications on-prem and cloud versions; oversee the workflow/process definition in ITIL areas; provide clients with assessment of IT operational maturity and identify targets for process/technology improvement.

HOURS/SHIFT: Day - Due to the necessary technical duties of this position in a 24/7 operation, candidate may be required to be on call and/or work various shifts such as weekends and/or evenings.

LOCATION: Brooklyn, NY

TO APPLY

• Special Note: Taking and passing civil service exams are necessary to maintain employment with the City of New York.
  
  Please check the Department of Citywide Administrative Services (DCAS) website (http://www.nyc.gov/html/dcas/html/work/exam_monthly.shtml) for important exam filing information. Please ensure that you are either a permanent employee in the civil service title listed on this posting, or, that you file for the examination when there is an open filing period. For more information regarding the civil service process, please visit the DCAS website at: http://www.nyc.gov/html/dcas/html/work/work.shtml

• Interested applicants with other civil service titles who meet the preferred requirements should also submit a resume for consideration

Please go to www.cityjobs.nyc.gov and search for Job ID #613113

SUBMISSION OF A RESUME IS NOT A GUARANTEE THAT YOU WILL RECEIVE AN INTERVIEW

APPOINTMENTS ARE SUBJECT TO OVERSIGHT APPROVAL

OTI participates in E-Verify

Minimum Qualifications

1.A baccalaureate degree from an accredited college including or supplemented by 24 credits in the field of voice and/or data telecommunications or in a pertinent scientific, technical, electronic or related area, and four years of satisfactory fulltime experience in the performance of analytical, planning, operational, technical, or administrative duties in a voice and/or data telecommunications or closely related electronics planning, management, and/or service organization, one year of which must have been in a highly specialized capacity and 18 months must have been in an executive, managerial, or administrative capacity or in the supervision of staff performing work in the voice and/or data telecommunications field; or

2.An associate degree from an accredited college including or supplemented by 12 credits in the field of voice and/or data telecommunications or in a pertinent, scientific, technical, electronic or related area and five years of experience as described in "1" above; or

3.Education and/or experience equivalent to "1" above. However, all candidates must have at least a four-year high school diploma or its educational equivalent and one year of the specialized experience as described in "1" above and must possess the 18 months of executive, managerial, administrative or supervisory experience as described in "1" above.

Preferred Skills

The successful candidate should have the following: The preferred candidate should have the following: 5+ years' experience in BMC Remedy products, including product design, configuration and integration with 3rd party tools experience with installation and configuration of BMC Remedy applications Extensive expertise in BMC Remedy ITSM architecture and data model.

Proficient in BMC Digital Workplace and Business Workflows. Strong command of BMC Remedy ITSM workflows and forms detailed knowledge of AR System 20.x, new container based architecture for on-prem versions and BMC Helix cloud versions, strong BMC Remedy ITSM workflow and customization experience proficiency with BMC Digital Workplace and Remedy ITSM Application Configuration good understanding of complete software life cycle ITIL process knowledge (Incident Mgmt, Change Mgmt, Configuration Mgmt, Asset Management and Service Management) proven success with BMC Remedy and ITSM implementations (Helpdesk, Change, Service Request, SLM, Asset, BMC Digital Workplace) good communication and organizational skills ability to work with technical and non-technical staff Experience with BMC Developer and Innovation Studio. Experience in customizing, supporting ServiceNow applications, migrating Remedy applications to ServiceNow. ServiceNow System Administrator certification is a plus ITIL Foundation certification preferred.

Residency Requirement

New York City residency is generally required within 90 days of appointment. However, City Employees in certain titles who have worked for the City for 2 continuous years may also be eligible to reside in Nassau, Suffolk, Putnam, Westchester, Rockland, or Orange County. To determine if the residency requirement applies to you, please discuss with the agency representative at the time of interview.

Additional Information

The City of New York is an inclusive equal opportunity employer committed to recruiting and retaining a diverse workforce and providing a work environment that is free from discrimination and harassment based upon any legally protected status or protected characteristic, including but not limited to an individual's sex, race, color, ethnicity, national origin, age, religion, disability, sexual orientation, veteran status, gender identity, or pregnancy.