Remedy Administrator / Developer

Washington D.C.
$86,600 - $139,463 per year
Jun 06, 2018
Jul 02, 2018
Full Time

The Office of the Chief Administrative Officer (CAO) provides operations support services and business solutions to the community of 10,000 House Members, Officers and staff. The CAO organization comprises more than 600 technical and administrative staff working in a variety of areas, including information technology, finance, budget management, human resources, payroll, child care, food and vending, procurement, logistics and administrative counsel.

The Remedy Administrator / Developer's responsibilities include ensuring that the integrated CAO automated systems provide continuous business process improvement through in-depth knowledge of business support applications and their configuration. This position is expected to provide escalated support in applications, coordination, guidance, and business process recommendations to business unit management regarding programs and/or business-related issues as they relate to the Commercial off the Shelf (COTS) system(s). The incumbent must also develop and maintain general working knowledge of all aspects of the business unit as well as a broad understanding of the Office of the CAO, the House community at-large and all applicable legal requirements.

Primary Duties/Responsibilities:

  • Develop, administer, maintain, and support the BMC Remedy Action Request System, BMC Remedy IT Service Management suite, BMC Remedy Digital Workplace/Smart IT, BMC Remedy Smart Reports, and all existing custom applications. Provide overall support, troubleshooting, and maintenance of the Remedy system and applications.

  • Develop and maintain user and training documentation for the BMC Remedy system and applications. Develop general and detailed documentation describing system specifications and operating instructions. Revise existing systems and procedures to correct deficiencies and maintain more effective data handling, conversion, input/output requirements, and storage.

  • Develop and execute Project Management and Systems Development Life Cycle (PMLC/SDLC) based documentation in accordance with the business unit'ss Project Management Framework and industry best practices, to include Project Management Institute (PMI®) standards.

  • Analyze internal or external customers' needs, and determine solutions to problems by means of automated systems; develop customized solutions to customer/user problems. Coordinate and/or modify user requirements in terms of existing and projected computer capacity and capabilities.

  • Gain and maintain agreements from the stakeholders on project definition, success criteria and approach; manage stakeholder expectations while managing the competing demands of time, cost and quality; gain agreement on resource decisions and issue resolution action steps. Sell the benefits of the projects to the customers and stakeholders, serve as a “change agent” and inspire team members to meet program goals and overcome project challenges.

  • Embrace and manage change, and provide effective leadership that motivates project team members to incorporate vision, strategic planning, quality management, process improvement, and creative thinking to deliver cutting-edge technological business solutions.

  • Exercise good judgment in structuring and organizing work and setting priorities; balance the interests of stakeholders and readily readjust priorities to respond to customer demands.

  • Foster high ethical standards in CAO business operations and staff performance; ensure transactions, programs, systems and procedures have adequate internal controls and meet applicable legal requirements and regulations, official House policies and procedures, and applicable accounting principles and standards.

  • Perform other official duties as required.


  • Bachelor’s degree in business or computer-related field, or equivalent work experience required.

  • Must have at least four years' experience working with BMC Remedy systems, project management, training, and support.

  • BMC Remedy certification is desired.

  • Must have at least four years' experience developing and implementing BMC Remedy Action Request System and IT Service Management version 9.x or greater.

  • Experience with Crystal Reports and MS Project and Visio is desired.

  • Candidate must have proven experience with process development, requirement specification, change management and quality assurance.

  • Candidate should demonstrate a strong foundation in software development principles and techniques.

  • Candidate must possess strong organizational and communication skills, and have the ability to absorb and manage large quantities of information in a fast paced, stressful environment.

  • Candidate must have the ability to work well with others to include reviewing work products and providing technical direction to other staff, as necessary.

  • Candidate should have effective verbal and written communication skills with successful experience in communicating with senior staff, information systems professionals and non-technical users.

  • Candidate must have proven experience managing production enterprise applications, to include troubleshooting and problem resolution.

  • Experience tasking and directing technical activities is preferred, to include system administration, database administration or software development.

  • Experience implementing and supporting Remedy Incident, Change Management, Service Request, and Knowledge Management is preferred.

Qualified candidates please submit your resume via our employment page at

If you are unable to submit your resume online, please fax a cover page and resume (reference announcement # HIR-006-18) to 202-226-7514.

All applicants will be considered without regard to race, color, national origin, religion, sex (including marital or parental status), disability, or age.

Continued employment is contingent upon satisfactorily completing a criminal history records check (or other applicable security clearance) and a pre-employment drug-test (pre-identified position only).

Title 1 of the Ethics in Government Act of 1978, as amended (5 U.S.C app§ 101 et seq.) requires certain House employees to file Financial Disclosure Statements. For information please visit

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