Project Overview:

 

Ontario Health currently uses BMC Remedy ITSM to track and manage incident and requests, change records, problem investigations and the configuration management database (CMDB). The Remedy ITSM system is used to deliver customer support for all OH end-user systems (both internal and external) through our service desks and technical support teams. The current BMC Remedy ITSM version (9.1.03) requires an upgrade to the SaaS version of Remedy (Helix ITSM).

 

Experience Required:

 

Must haves:

 

Hands-on experience executing migrations of on-premise ITSM tools to SaaS

Proven ability to gather, consolidate, and document stakeholder requirements

Experience in assigning work to multiple resources to keep the project on track

Experience developing enterprise solutions, including application and platform architecture

Expert experience with Remedy ITSM and CMDB, 8+ years

Expert experience with Remedy ARS development, 8+ years

Expert experience with BMC DWP and Smart-IT, 5+ years

Experience adding customizations to Smart-IT

Strong experience with BMC Smart-Reporting, 3+ years

Experience using BMC Dashboards

Strong experience with BMC RSSO, 3+ years

Strong experience with BMC RKM, 3+ years

 

 

Desired Skills:

 

Strong experience with Web Services and various integration solutions

Knowledge of performance considerations and optimization options for BMC’s ITSM toolset

Working knowledge of privacy policies and security principles

Experience conducting design walkthrough sessions

Excellent analytical, problem-solving and decision-making skills

Excellent verbal and written communication skills

Experience designing detailed functional and technical requirements

Experience developing enterprise architecture deliverables (e.g. models and documentation)

Extensive experience in systems analysis and design in large systems environments

 

 

Evaluation Criteria and Allocated Points:

 

Experience executing upgrades of the BMC ITSM toolset - 25 points

Experience migrating the BMC ITSM solution to SaaS with integrations to on-premise systems – 10 points

Experience with Remedy ITSM and CMDB, 8+ years   -   10 points

Experience with BMC DWP and Smart-IT, 5+ years & Experience adding customizations to Smart-IT  -  5 points

Experience with Remedy ARS development, 8+ years  - 5 points

Experience with BMC Chatbot, 1+ years   -  5 points

Experience with BMC RKM, 3+ years  & Experience with BMC Smart-Reporting, 3+ years - 5 Experience using BMC Dashboards -   5 points

Experience with BMC RSSO, 3+ years   -  5 points

Experience with BMC Client Management, 2+ years -    5 points

Act as technical lead and assign work to other developers -   20 points

Total  Points -  100 

 

Deliverables

Deliverables:

Act as development lead and assign work to multiple other developers to support the upgrade and migration work above.

Document build/install steps for the respective products.

Build, document, and test migration scripts

Gather requirements, and negotiate with stakeholders to arrive at out-of-the-box solutions for their requirements as much as possible

Provide strategies regarding upgrade options of our Remedy ITSM toolset

Provide detailed descriptions of the various capabilities (especially new capabilities) of the Remedy ITSM toolset, including doing demo’s of them

Additional Terms

Ontario Health assets including laptops and related equipment cannot be removed from the province of Ontario without prior written approval from Ontario Health.

Assignment Type: This position is currently listed as "Hybrid". The resource under this request will be required to work onsite as per Hiring Manager sole discretion.