Digital Workplace Administrator

3 days ago

Mumbai, India Trigyn Technologies Full time

Job Description: Role Overview We are seeking an experienced BMC Remedy / Digital Workplace Administrator (SysAdmin / ITSM Administrator) to lead the design, implementation, and optimization of service request workflows within our Remedy environment. The selected candidate will play a key role in rebuilding and enhancing existing service requests currently being migrated from Remedy Service Request Management to Digital Workplace (native). The candidate should have hands-on experience in creating and managing Service Requests within Digital Workplace, coupled with a solid understanding of ITSM administration, workflow automation, and documentation practices. Key Responsibilities • Design, configure, and rebuild service requests within Digital Workplace to replace existing Remedy SRM requests. • Develop and optimize workflows to improve service request efficiency and user experience. • Perform ITSM administrative tasks such as managing groups, products, CIs, and maintaining the Approved Technology List (ATL). • Create and maintain process documentation, Remedy knowledge base articles, and configuration guides. • Assist in training other administrators and team members on ITSM best practices. • Ensure consistent alignment of ITSM configurations with organizational policies and SLAs. • Collaborate with cross-functional IT teams for smooth transition and ongoing support. Required Skills • Proven hands-on experience in creating Service Requests within BMC Digital Workplace (mandatory). • Experience with BMC Remedy ITSM Suite (version or newer). • Strong understanding of ITIL processes and ITSM administration. • Experience creating Remedy knowledgebase entries or similar documentation. • Ability to design and optimize complex service request workflows. • Strong troubleshooting and communication skills. Nice to Have • ITIL Foundation Certification. • Experience creating or managing Configuration Items (CIs) within a CMDB. • Familiarity with Service Mapping or SLA administration in Remedy. • Experience with knowledge management and self-service portal enablement.

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