Remedy Administrator/Developer

Job Description:

DeVry Inc.
DeVry Inc. (NYSE: DV) is the holding company for DeVry University, Ross University, Chamberlain College of Nursing and Becker Professional Review. DeVry University, which includes Keller Graduate School of Management, offers associate, bachelor's and master's degree programs in technology, business and management. Ross University, through its schools of Medicine and Veterinary Medicine, offers both doctor of medicine and doctor of veterinary medicine degrees. Chamberlain College of Nursing offers associate and bachelor?s degree programs in nursing. Becker Professional Review, which includes Stalla CFA Review, provides preparatory coursework for the certified public accountant, certified management accountant and chartered financial analyst exams. DeVry Inc. is based in Oakbrook Terrace, IL.


Position Summary

This position serves as a key member of the application support team and is responsible for developing features in the corporate Remedy deployment, participating in small teams of stakeholders to integrate Remedy into all production support efforts. Responsibilities will include providing work estimates, participating in and/or leading the configuration efforts, cross-training and mentoring designated support staff/engineers, Remedy configuration development, and administration.

Essential Duties and Responsibilities

1. Acts as subject matter expert for all Remedy functions.

2. Adds, removes and modifies users and user groups on the Remedy system.

3. Uses the Administrator tool, tunes and modifies Remedy escalations, notifications, filters, active links and forms as deemed necessary by the Remedy system management team.

4. Collects and manages change requests and trouble tickets specifically related to the Remedy system and related interfaces.

5. Develops standards and processes to support the problem/change processes.

6. Maintains and monitors Remedy system user and server licensing.

7. Assists in the documentation and training needs of the Remedy user community.

8. Assists in gathering, documenting & interpreting user requirements.

9. Coordinates development and support activities with a diverse technology team consisting of DBA's, developers, support staff, etc.

10. Balances and prioritizes multiple projects concurrently.

11. Follows a formal Software Development Life Cycle (SDLC) and Change Management Procedures for all development efforts.

12. Provides vision and approach for evolving the architecture with integration to a Remedy-based platform with a more flexible, high performing architecture.

13. Understands, maintains and troubleshoots the Remedy application, including e-mail integration.

14. Monitors overall health of the Remedy application servers and assist with support of current production environment.

15. Coordinates Remedy server and user tool version updates.

16. Ensures adequate and timely backups of Remedy database(s).

17. Implements updates to the Remedy custom application.

18. Acts as the Remedy reports coordinator to ensure accurate data reporting and report delivery systems.

19. Handles related duties as assigned.

Qualifications

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education, Experience, Knowledge and Skills

? Four-year degree, preferably in computer science (programming or computer engineering) or equivalent experience.
? 2+ years experience in Remedy Action Request System administration, including experience with Remedy 6.X development, implementing patches, and providing day-to-day technical support.
? Experience with Remedy on Unix database preferred.
? Knowledge of integration with Remedy, as well as other systems.
? Experience with requirements gathering, system design, configuration, integration (with legacy systems and reporting technologies), and comprehensive documentation for assigned functions.
? CTI and VOIP experience a plus.
? Verbal and Written Communication - Strong English language communication skills.
? Innovation - Consistently making major contributions to the architectural design of new features or products. Consistently contributes new and unique solutions to known product and process deficiencies.
? Interpersonal Skills - Will be required to work closely with other teams within the organization. Able to handle conflict, difficult situations, and urgent issues in a professional manner. Listens carefully to all points of view to ensure a clear and common understanding is achieved.
? Motivation - Self-motivated and tenacious when tackling tough technical issues.
? Leadership - Ability to mentor other resources and lead team initiatives. Inspires teammates to achieve excellence.
? Independence/Initiative - Able to work with limited supervision.



We are proud to be an EEO employer M/F/D/V. We maintain a drug-free workplace and perform pre-employment substance abuse testing.

 

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