Staff Specialist Technical Supp Analyst

Technical Support Specialist - Remedy ITSM

BMC Software – The Multi-Cloud Management Company

From core to cloud to edge, BMC delivers the software and services that enable over 10,000 global customers, including 84% of the Forbes Global 100, to thrive in their ongoing evolution to an Autonomous Digital Enterprise.

BU Description:

BMC Helix Support Operations – supports and manages hundreds of customers on Helix from across various Public and Private cloud platforms. This position is for support functions for Helix ITSM/SmartIT/SmartReporting/CMDB/DWP product lines.

Primary Roles and Responsibilities:

• Provides courteous, efficient, and professional technical support by phone and email to customers across a broad range of industries. 
• Works beyond routine tasks, utilizing increasingly specialized knowledge of relevant BMC technologies.
• Exercises systematic proficiency in some specialized skills which display depth and breadth within a single BMC application OR several BMC applications/technologies. 
• Troubleshoots intermediate to advanced problems and recommends appropriate actions.
• Uses professional concepts and company policies and procedures to solve a wide range of difficult problems in imaginative and practical ways. 
• Provides support case follow-up until resolution, ensuring proper escalation procedures are followed for unresolved issues.
• Manages customer expectations and competing priorities.
• Conducts research on customer incidents to help create Knowledge Articles, reusable solutions, and other duties as assigned.
• Uses written communication skills to update case documentation as well as use, modify, and create knowledge base articles.
• Escalates issues and works directly with Research and Development to resolve complex support problems.
• May work on customer support-related projects as assigned.
• Periodic weekend work will likely be required.

Experience/ Qualifications:

• 5-15 Years of experience handling BMC Remedy ITSM across modules ARS/SRM/SLM/ SmartIT/Smart Reporting/CMDB/DWP/SSO customers from a consultancy and support standpoint.
• In-depth troubleshooting and analytical knowledge in these BMC product areas.
• Bachelor's degree from any stream – Full Time