Need /// Remedy Application Engineer /// Long Term /// MI /// Direct Client ///

Hello All,

This is Ashok with Miracle Software Systems,Inc. Hope you are doing
good.
We have a requirement on "Remedy Application Engineer " positions with
our client at MI.
Please send me resumes along with Billing rates and full details ASAP.

Position: Remedy Application Engineer
Location: MI
Duration: Long Term
Salary/Billing rate: Open.

Description:
Need to understand the Remedy Application Versions 6.3 / 7.5 / Service
Desk Activities under ITIL Process. Should be able to understand the
criticality of the Tickets based on different Severity levels. Need to
work with the respective Managers/Directors/Application Engineers/
Developers/Administrator to make sure the different levels of tickets
are been worked out with in the Timeframe assigned. Should have
Excellent Communication Skills / should be able to route the various
tickets to Users / other IT Groups based the Level of Escalation and
type of the ticket.
Should be able to work on some of the below tasks with in the scope of
Remedy.
How to Assign Ticket / Close Ticket/Open Ticket /Trouble Shoot Ticket /
Review Ticket /Resolve Ticket / Resolve Ticket using Automation.

Skills:
There are several metrics to monitor like:
No. of Staff Required to Solve the Tickets
Cost / Ticket
No of Escalation the ticket went through
Time taken from Start to Finish for the Life of a Ticket

Attributes:
Complexity of Ticket = Simple / Medium / Complex or may be more
gradation to this
Criticality of the Ticket = Yes / No or may be
Source of Ticket = Web / 7911 / Walk-in / Automated
Region of Ticket = NA / India / Taiwan / KL / Canada

Please let me know if you need more information.

Thanks & Regards,

Ashok Sirivuri
Manager, Recruiting
Miracle Software Systems, Inc.,
45625 Grand River
Novi, MI, USA 48374
Work No. (248) 233.1831
ashok@miraclesoft.com
An IBM Premier Business Partner

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