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Primary responsibility of the Operational Service Manager – Remedy Administrator
Receive information from overseas (e.g. release information, notification of downtime for system maintenance).Decide on the information to be distributed to the IT service staff and organize the distribution process.Responsible for the establishment, coordination, measurement and quality of the CISM customer organization and the CISM customer processes. This includes the CISM modules available within the relevant CISM release.Manage the rollout processAttend briefings and information events, e.g. regular customer meetings.Submit administration requests in the Remedy system (e.g. setting up new users).Submit change requests in the Remedy system (e.g. a request for the development of a new functionality).Consult with Service Managers of other customer organizations on IT service processes relevant to multiple clients and to define the visibility of their customer organizations within the client.Ongoing monitoring and control.User trainingRegular reporting from the data warehouse (Over 100 regularly scheduled reports)Configure Directory Tress available to Users (defining selection from overall tree)Administering SLA’sAdministering OLA’s at Service Group LevelAdministering Approval and Acceptance ProcessesConfiguring Selection List ValuesBusiness Time CalendarsEmail TemplatesCustomer FeedbackPredefined Ticket SearchesStandard TicketsStandard Processes.