ITSM​/Remedy Application Support Specialist

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Full Time Arlington, VA, VA, US

7 days ago Requisition

Place of Performance:
National Capital Region (Pentagon and JSP-designated alternate sites) - You MUST reside in the DC Metro Area to be considered

We are a rapidly growing organization seeking experienced ITSM/Remedy Application Support Specialists (multiple openings) to operate, maintain, and develop the JSP and ANC enterprise IT Service Management (ITSM) applications, including BMC Remedy and the Right Star third‑party CAC‑enabled software. The successful candidate will support production system administration, training, and customized application development for an environment processing approximately 100 ad‑hoc reports per week, 200–300 user account changes per month, and 20–30 new queues per month.

This posting covers Subject Matter Expert (Intermediate), Applications Programmer, Senior Systems Administrator, and Systems Administrator openings on the ITSM team.

• Operate and maintain the JSP and ANC ITSM applications, including BMC Remedy and the Right Star CAC‑enabled application; provide infrastructure and software version upgrades as required by the vendor and approved by DoD.
• Utilize Advanced Reporting Analytics to build and execute canned and custom reports for JSP directorates and supported customers (approximately 100 ad‑hoc ITSM report requests per week).
• Provide production System Administration; verify all upgrades and patches in development, staging, and test environments in coordination with JSP Solutions Engineering prior to production deployment, including support for RMF and patching compliance certification activities.
• Provision and maintain user accounts (200–300 per month) within 2 business days and provision new ITSM queues (20–30 per month) within 1 business day of approval from the Enterprise Remedy Approval Committee (ERAC).
• Provide ERAC with requests and verification of process owner approval for all changes to the Remedy application.
• Monitor the application for performance, capacity, and user experience; elevate to responsible functional groups within 4 hours via Remedy ticket for issues outside the Remedy team’s functional area.
• Proactively perform problem management to identify potential issues and gain efficiencies; maintain mission‑essential applications, including JSP and ANC ITSM environments and their COOP postures.
• Maintain training packets, computer‑based training (CBT), and conduct classroom, deskside, and web‑based training (~5 classes per month, ~4 hours per session, up to 10 students); deliver post‑training surveys and monthly summaries.
• Provide customized solution development, including Application Programming Interfaces (APIs) to other JSP enterprise tools (e.g., Site Scape, Splunk); develop and maintain Remedy customization code, patches, and fixes.
• Maintain ITSM application security; ensure ITSM development projects and software are compliant with all Government, DoD, and JSP security policies and support A&A requirements.
• Make recommendations on new BMC modules, upgrades, services, and policies; remain current on Remedy versions JSP plans to implement in test and production.

• Five (5) or more years of hands‑on experience administering or developing on BMC Remedy / Helix ITSM at enterprise scale, including Incident, Problem, Change, Asset, and Service Request modules (7+ years for the SME variant).
• Hands‑on experience with Remedy customization (workflow, forms, active links, filters, escalations) and integration via REST/SOAP APIs.
• Experience producing reports using Remedy Smart Reporting (Yellowfin), SQL, and/or Power BI.
• Working knowledge of ITIL service management practices; ITIL Foundation certification required.
• Experience supporting CAC/PKI authentication into ITSM tooling and integration with Active Directory.
• Familiarity with DoD RMF, STIGs, and IAVM remediation impacts on ITSM applications.
• Strong written, verbal, and presentation skills; ability to develop and…