Remedy IT Analyst
3m
Asuncion de Belen, CRI
hace 2 días

Position Description

3M is seeking an IT Analyst for the Information Technology / Corporate Staffing Group.

The IT Analyst will be responsible for supporting the Equipment and Repair processes in Customer Facing Service area, including requirements analysis, data integrity,web application development, testing, training, reporting, and system support.

The applicant will bring STRONG Technical knowledge of relational data models, web application (Java-based) and BMC Remedy.

The applicant will have a working knowledge in service and repair business process areas. The IT Analyst must have the ability to perform Java programming to support our Remedy WebApp, understanding of webservice calls, troubleshooting independently while working effectively across 3M’s Support and Global IT Organizations when required.

You will be a self starter with strong communication skills and the motitvation to become a key participant in 3M’s global support of Customer Facing Service.

Principal Accountabilities

  • Perform analysis and configuration of Remedy and Web App (JAVA-based) in support of business processes
  • Provide functional knowledge for the applications supported by 3M’s IT support organization and associated business processes
  • Ability to resolve complex business requirements via Remedy configured solutions.
  • Work with business and IT leadership to define user requirements, and translate them to functional specifications
  • Develop viable solutions within the given functional specifications and defined requriements. This includes within the Remedy and Web Application (JAVA-based) solutions.
  • Provide functional knowledge and support of system integrations between Remedy and supporting applications (SAP, UPS Worldship)
  • Accountable for end to end resolution of incidents; track and monitor incidents throughout the lifecycle
  • Provide global Remedy administration
  • Provide reporting support through analysis, design, and development of Business Objects / Crystal reports
  • Provide global Remedy Deployment support
  • Work closely with the Technology team to provide 8X5 functional and technology support of Remedy (i.e. break / fix, etc) that are assigned to them by the Queue Manager
  • Collaborates as needed with other IT support team members on configuration design questions and analysis
  • Facilitates interactions and escalations with appropriate groups (e.g. 3M Solution teams, Global Infrastructure, Integration points etc)
  • Meet or exceed established 3M Support Service Level Agreement (SLA)
  • Update procedures, operation instructions, and any other documentation impacted by system changes
  • Required

  • Bachelor’s Degree on IT or equivalent work experience
  • Minimum of 2 years IT Background / Experience
  • Preferred

  • Experience working in a global support environment
  • Individual must be detail oriented, self-directed and have strong independent problem solving skills. The ability to multi-
  • task is inherent in the job responsibilities

  • Ability to develop and exercise task specific project plans with minimal supervision.
  • Minimum of 2 years experience working with Remedy as a technica l resource (IT).
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