Required Knowledge and Skills

• Understanding of BMC Remedy ITSM modules
• Remedy Development
• Forms (data structures)
• Active Links (UI logic)
• Filters / Filter Guides (business rules)
• Escalations (scheduler-based logic)
• Customization
• Incident / Change workflows
• Email templates / notifications
• Workflow & Automation Design
• Ability to design end-to-end service workflows
• Automation use cases
  • Ticket routing
  • SLA tracking
  • Approval flows
• Understanding of process orchestration
• Integration Capabilities
• Experience with
  • Web Services / REST APIs
  • Integrating Remedy with external systems (e.g., OSS/BSS, ServiceNow, monitoring tools)
  • Event-based integrations (alerts → tickets)