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Charles Schwab Systems Engineer IV - Remedy Support Team Lead in Indianapolis, Indiana

Your Opportunity

This role will provide technical leadership, support guidance and execute tasks related to the operational stability and uptime of the Remedy Platform technology that supports the IT department. Areas of focus will be the management of incidents, problems and changes for the Remedy support group, currency and patch-related changes, infrastructure and application platform upgrades, and process improvements in the support of the Remedy platform. This role will be accountable for the tracking and execution of tasks for the complete Remedy platform, serving as a central contact point for the support team and vendor.

This individual contributor role must demonstrate an innovative attitude and commanding knowledge of the BMC Remedy platform technology, including Remedy ITSM, SmartIT, Digital Workplace and CMDB/BMC Discovery capabilities. Candidate must have experience in Remedy support, as well as ITSM processes of incident, problem and change management. Candidate must have experience leading triage calls in situations of outage or system impact, to increase system availability.

What you are good at

  • Organizing work tasks – from identification and assignment, to execution and implementation

  • Recognized SME of the Remedy platform, including Atrium CMDB and BMC Discovery (ADDM)

  • IT Service Management processes – such as incident and triage management, change and CAB facilitation, and problem management root cause methods

  • System documentation, runbooks, workflow and procedure documentation

  • Communication, and ability to organize and assign work tasks to a collective support team, consisting of multiple vendor resources

  • Aggressively seek opportunities for automation

  • Provide improvement ideas to development team, and lead change towards the improvement of the Remedy operational stability, ie improve efficiency and uptime

  • Act as the internal specialist for the tools and technologies in place with a full understanding of their capabilities and limitations

  • Consult and establish relationships with product teams to align process to technology, partners that represent user base – such as ITSM process teams, service desk, end user computing, infrastructure and application teams

  • Be the internal specialist for the Schwab team on everything-BMC Remedy

  • Continuously seek and champion opportunities for process improvements; convert those opportunities to tactical implementation plans and develop supporting design patterns

What you have

  • 7+ years of demonstrated experience in support and/or development of the BMC Remedy platform, including Digital Workplace, BMC Atrium CMDB and BMC Discovery capabilities

  • Proven technical proficiency of the Remedy platform, including hosting and databases

  • Experience facilitating Incident Management triage/Problem Management cause identification and remediations

  • Excellent written and oral presentation skills leading to successful interactions with technical and business audiences

  • Builds trusted relationships with colleagues around the firm and across multiple levels of the organization

  • Coaches individuals on technical matters by sharing technical knowledge

  • Collaborates daily with users, peers, vendor support, external and internal partners

  • Leads multiple projects requiring cross-team collaboration and external collaboration

  • Demonstrated systems thinking approaches that consider technology, process, and organizational change factors when delivering solutions to business needs

  • Must have substantial experience leading and/or coaching technical teams in the delivery of services as an individual contributor

  • ITIL certifications a plus


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Why Schwab?

At Schwab, “Own Your Tomorrow” embodies everything we do! We are committed to helping our employees unleash their potential and achieve their dreams. Our employees get to play a central role in disrupting a multi-trillion-dollar industry, creating a better, more modern way to build and manage wealth. We’re a modern financial services firm that stands apart from the industry, where you can go as far as your ambition takes you.

Hear from employees:

: a package designed to empower your health, wealth, career and life.

Schwab is committed to building a diverse and inclusive workplace where everyone feels valued.

The posted salary range describes the minimum to maximum range for this job description in the state of Colorado. The salary range is posted in accordance with the Colorado Equal Pay for Equal Work Act. The salary range for this same position may be lower or higher in markets outside of Colorado.

As an equal employment opportunity employer, our policy is to provide equal employment opportunities to all employees and applicants without regard to any status that is protected by law.

Schwab is also an affirmative action employer, focused on advancing women, minorities, veterans, and individuals with disabilities in the workplace.

We believe diversity and inclusion are part of our success as a company and our purpose of serving every client with passion and integrity.

Job Locations US-TX-Westlake | US-TX-Austin | US-CA-Other | US-AZ-Phoenix | US-IL-Chicago | US-IN-Indianapolis | US-CO-Lone Tree | US-NC-Raleigh

Requisition ID 2021-67037

Posted Date 2 weeks ago (1/8/2021 5:04 PM)

Category Technology

CO Salary Range 76,600 - 132,600

Position Type Full time