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Systems administrator

Procom

This is a Full-time position in Ottawa, ON posted June 30, 2019.

SENIOR SYSTEM ADMINISTRATORS (Level 3) Contract On behalf of our Federal Government client, Procom requires the services of two (2) System Administrators (Level 3) to assist in the design and implementation of an enterprise ITSM tool suite, its migration through the lower states and deployment into the new production environment.

The following are some of the specific needs/drivers for the project Maintain business continuity To maintain our Government clients business continuity, the ITSM tools must remain current and fully supported.

Maintain vendor support The current ITSM tools are no longer supported by the vendor (BMC) therefore there will be no vendor fixes (e.g.

patches, hotfixes) in the event of a failure.

Improve tool stability The Service Desk tool requires a daily restart and every 2 to 3 months, 3000-4000 Service Desk cases require a manual fix.

The SMART web servers require a monthly restart and is not compliant with IE11 or Windows 10 Edge browser.

Eliminate support complexity Our Government client is operating with two main ITSM tools that no longer provide the service management capabilities required for managing and sustaining a successful and efficient IT business.

Moving to one ITSM tool will eliminate unnecessary manual effort and rework required when operating separate ITSM tools.

Integration with a Government of Canada (GoC) ITSM solution Due to many unknowns, such as timelines for onboarding government partners, our Government client will complete an on premise upgrade to BMC Remedy 9, while minimizing customizations where possible, to support necessary ITSM functionality.

This is a path forward towards integration with a GoC ITSM solution.

The selected candidate must meet the following criteria The Bidder’s proposed resource(s) must each have a minimum of ten (10) or more years experience as a System Administrator as per Stream 3, category I.9, level 3.

The Bidder’s proposed resource(s) must each have a minimum of ten (10) years of experience in using BMC’s Remedy ITSM software to architect and develop ITSM solutions.

This experience must include having used a BMC Remedy ITSM solution to either implement new, or transform existing ITSM process(es) within organizations that have a larger IT support community (i.e.

at minimum 250 IT support users).