Information Technology Service Management Specialist

3 weeks ago

Pune Maharashtra India, Maharashtra BMC Software Full time

BMC is looking for a Lead System Administrator to join our amazing team In this role, you will be a part of a team of system administrators, responsible for providing Windows, Linux, AWS, Kubernetes, Docker & Virtualization support on VMware & Cloud technology. You will maintain and support all OS platform, Private, and public cloud deployment. Here is how, through this exciting role, YOU will contribute to BMC's and your own success: Develop, configure, and maintain ITSM workflows, modules, and integrations.Implement automation and AI/ML-driven solutions (chatbots, predictive service management, workflow optimization) to improve service outcomes.Partner with stakeholders to gather requirements, design scalable solutions, and deliver enhancements.Ensure ITIL-aligned processes (Incident, Problem, Change, Request, Knowledge) are effectively supported and optimized.Provide advanced technical support for ITSM platforms, including complex troubleshooting, root cause analysis, and resolution of high-priority issues.Collaborate with operations teams to ensure platform reliability, performance tuning, and proactive monitoring.Integrate ITSM platforms with enterprise applications, monitoring tools, and cloud services.Mentor junior team members and contribute to development best practices.Stay updated on emerging ITSM, AI, and automation trends to propose innovative solutions. To ensure you’re set up for success, you will bring the following skillset & experience: Bachelor’s degree in computer science, Information Systems, or equivalent experience. 5+ years of hands-on ITSM development experience (BMC Helix ITSM - Digital Workplace (DWP), Business Workflow). Proficiency in programming/scripting (Java, JavaScript, Python, SQL, REST APIs). Proven track record in implementing automation within ITSM platforms. Solid understanding of ITIL practices and enterprise IT operations. Experience in system integrations across ITSM and enterprise ecosystems. Experience providing advanced production support, including incident resolution, performance troubleshooting, and issue prevention strategies. Hands-on experience with BMC Helix ITSM / BMC Remedy development and administration. Hands-on experience with BMC Innovation Studio Exposure to AI/ML in ITSM (intelligent routing, NLP chatbots, predictive analytics). Familiarity with cloud platforms (AWS, Azure, GCP) and containerized deployments (Docker, Kubernetes). ITIL v3 or v4 Certification.

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