BMC ITSM Administrator
The ideal candidate should possess extensive experience and proficiency in BMC ITSM applications. He should have a strong understanding of IT service management processes and practices, operate and administer the ITSM environment based on BMC Helix service management. Support the individual modules and maintain and supervise the system interfaces and operating manuals. This role requires excellent problem-solving skills, attention to detail, and the ability to work collaboratively with other teams. Strong communication skills and the ability to effectively communicate technical concepts to non-technical stakeholders are also essential for this position.
Responsibilities
- Maintain daily administration tasks for BMC Helix environment (including ITSM modules Incident, Problem, Change, Asset, and SLM).
- Create and modify the required SLAs within the Helix system.
- Create and modify reports based on business needs.
- Import and configure the foundation data based on the requirements.
- Troubleshooting system issues for the end users.
- Proactively monitor system health, performance, and integrations to minimize downtime.
- Conduct training to the end users on the system functionalities and enhancements.
- Ability to quickly adapt to changes.
- Working collaboratively with other team members.
Qualifications
- The candidate should have a Bachelor's degree with a minimum of 3 – 4 years of relevant experience in BMC Helix administration.
- Hands-on experience in ITSM modules (Incident, Problem, Change, Asset, SLA, Smart-IT, and Dashboard) and Foundation Configurations.
- Hight troubleshooting capabilities, ability to analyze API, SQL, and Filter logs to identify the issue.
- Business analysis experience on data using BMC Smart Reporting and Dashboard
- Hands-on database querying and tunning skills.
- Ability to apply product fixes, hot fixes, patches, and configuration changes to support the business processes
- Deep understanding of modern IT Service Management practices & ITIL practices.
- Hands-on experience designing intuitive service catalogs using DWP catalogue (preferred)
- Good communication and presentation skills.
- Excellent command of English.
