Application Analyst (Hybrid)

The Application Analyst is responsible for KLDiscovery’s BMC Remedy Atrium Core, CMDB and CMDB Process. Using the Configuration Management Console and BMC Atrium Integrator Spoon, the Application Analyst will monitor the infrastructure to ensure all components are available for inclusion within the ITSM processes, established within the KLDiscovery organization. This requires actively participating in the health and remediation of the CI Database, by investigating and resolving technical issues, collaborating with other support groups on best practices for maintaining accuracy, following implementation of new environments, and keeping up to date on 3rd party platform connections to ensure business success and continuity. 

The individual will also work to acknowledge, route, escalate and resolve incidents that impact the availability of CIs within the ITSM system. Support will be provided via the telephone, electronic communication applications and by using administration tools. This role is also required to provide support to the ITSM team to ensure we are working to evolve with the needs of the KLDiscovery IT and Business entities. Collaboration with various departments will be required.

The ideal candidate must be able to work as part of a team while also being able to work independently. To succeed within this role, the candidate must show a high level of pro-activeness, drive and self-motivation with the aim of continuously striving to improve the service provided to its’ internal clients. Additionally, the candidate must show excellent problem-solving and analytical skills, need strong communication and interpersonal skills, and Detail-oriented.

Hybrid work opportunity.

India compensation is based upon the local competitive market.

Responsibilities

• Daily support the CMDB import, normalization and reconciliation of Configuration Items. Ensure all Configuration Items are available and relatable for the various requests or changes submitted.
• Work on ad-hoc projects and provide timely updates to existing projects related to the processes for ingestion, normalization and reconciliation of the CIs. Including modifications and additions to improve reliability of data currently held.
• Work with Asset Management to ensure validation/audit of Gold Record and work to establish a process for ingesting items that have been purchased, but not yet been scanned through discovery or pulled in through a 3rd party ingestion.
• Working with Remedy Development team to ensure Configuration Management is working at its full potential and when changes are needed working with the team to get those needs.
• Working with Remedy Development team to improve CI relationships to requests and changes. Ensuring the appropriate CI is available and helping any submitter struggling to find what they are looking for. 

Business Travel Requirements

Up to 5% international business travel may be required.

Additional Comments

There may be a requirement to respond to unforeseen situations outside of normal business hours and to work outside of normal business hours on project/task delivery. Participation in 24x7 on call rota.

Qualifications

• Bachelor’s degree in technology-related field preferred or equivalent experience.
• 5 years minimum previous experience working to support ITSM Tools, preferably BMC Remedy.
• Excellent understanding of asset management.
• Excellent in-depth knowledge of configuration management.
• Good knowledge of SQL troubleshooting and support.
• Experience in supporting ITSM applications, preferable BMC Remedy, working to implement processes and standards geared toward streamlining the collection of configuration Items. 
• Good understanding of managing and supporting the collection of configuration items within a global organization.
• Experience working in an ITIL best practice environment with familiarity with Change, Incident and Problem Management. 
• Effective problem-solving skills with the ability to continuously improve service levels.
• Effective communication skills, both written and oral, with an ability to mentor colleagues to utilize tools and workflows to fulfill business needs.
• Good documentation skills including the ability to document activities in a clear and concise manner.
• Quick learning and comfortable with repetitive and non-repetitive projects and tasks.
• Ability to listen, grasp concepts and engage during interactive discussions.
• Good organizational and time management skills.
• Results-oriented with an ability to be independent, motivated and proactive and to work with limited supervision, but equally as a team
• Quick logical thinker, able to act quickly and decisively and look for alternative solutions in challenging situations.

Our Cultural Values

Entrepreneurs at heart, we are a customer first team sharing one goal and one vision. We seek team members who are:

• Humble - No one is above another; we all work together to meet our clients’ needs and we acknowledge our own weaknesses
• Hungry - We all are driven internally to be successful and to continually expand our contribution and impact
• Smart - We use emotional intelligence when working with one another and with clients

Our culture shapes our actions, our products, and the relationships we forge with our customers.

Who We Are

KLDiscovery provides technology-enabled services and software to help law firms, corporations, government agencies and consumers solve complex data challenges. The company, with offices in 26 locations across 17 countries, is a global leader in delivering best-in-class eDiscovery, information governance and data recovery solutions to support the litigation, regulatory compliance, internal investigation and data recovery and management needs of our clients.

Serving clients for over 30 years, KLDiscovery offers data collection and forensic investigation, early case assessment, electronic discovery and data processing, application software and data hosting for web-based document reviews, and managed document review services. In addition, through its global Ontrack Data Recovery business, KLDiscovery delivers world-class data recovery, email extraction and restoration, data destruction and tape management.

KLDiscovery has been recognized as one of the fastest growing companies in North America by both Inc. Magazine (Inc. 5000) and Deloitte (Deloitte’s Technology Fast 500. Additionally, KLDiscovery is an Orange-level Relativity Best in Service Partner, a Relativity Premium Hosting Partner and maintains ISO/IEC 27001 Certified data centers.

KLDiscovery is an Equal Opportunity Employer.

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