The Service Management Automation Support organization owns and supports BMC's ITSM software suite (7.6). Its primary areas of responsibility are:
Service Catalog and Continuous Service Improvement
ITSM Administration & Data Management
ITSM Product & Release Management
Service Strategy, Governance and Customer Engagement
This is a customer facing position, reporting to the ITSM Administration & Data Management Manager. The position will provide training and communications support for IT Service Management using the BMC Remedy ITSM Suite.
Responsibilities include but may not be limited to:
Working with management to determine training goals to support the Service Catalog, ITSM Data Administration and the ITSM Platform.
Training goals may include:
- Conducting training needs assessment, performing stakeholder analysis and designing appropriate learning strategies
- Learning technical products and Service offerings quickly and working with stakeholders to develop content
- Providing leadership, consultative services, and liaising with cross-functional work teams, key stakeholders and subject matter experts to develop course specifications and gather course content.
- Collaborating with KPLearn and other learning solutions teams to develop an effective learning curriculum
- Executing training plans including developing course materials, delivering in-person or WebEx trainings, tracking progress and reporting completion results
Working with management to determine communications and stakeholder engagement strategy to support the Service Catalog, ITSM Data Administration and the ITSM Platform.
Communication goals may include:
- Developing and maintaining team website, providing product and service overviews, developing FAQs and knowledge base articles, responding to posts and sending targeted emails
- Performing stakeholder analysis and providing ongoing stakeholder engagement support
- Partnering with business representatives to extend and reinforce communications and stakeholder engagement/alignment
Qualifications:
Minimum Qualifications:
- Bachelor's degree in a related field and/or 4 years of equivalent work experience.
- A minimum of 8 years of experience in documenting functional requirements, analyzing business processes, and developing business cases to support IT solutions.
- Exceptional verbal and written communication skills.
- Experience developing technical and non-technical content for a variety of roles in instructor-led, virtual, and recorded formats.
- Proficiency with MS Office applications including: Word, Excel, and PowerPoint as well as learning technologies such as LMS and web conferencing applications.
- Team player possessing very strong interpersonal management skills.
- Must be a self-starter and able to translate complex Information Technology terminology and synthesize it with business terminology to help create understanding for all stakeholders.
Preferred Qualifications:
- Experience with the BMC Remedy ITSM suite strongly preferred.
- Background in the ITIL framework preferred.
External hires must pass a background check/drug screen.
We are proud to be an equal opportunity/affirmative action employer.