TQuanta Technologies

Job Description :

Roles & Responsibilities :

- Proactively manage and track regularly, as defined by customer, issues that require product vendor (BMC) interaction including but not limited to functional issues/defects in the system & follow-up regularly for the

- Install, Configure, Develop, Integrate, document and support new and existing BMC Helix configurations, customisations, and enhancements as per Customer requirements using SDLC best practice.

- Be able to analyse, implement and configure BMC Helix ITSM foundation data.

- Understand the business use of the ITSM configurations / customization and proactively recommend and investigate no solutions that will enable improvement and transformation.

- Provide support for data / functionality related issues reported while using but not limited to BMC Helix Incident, Problem, Change, Service Level management, Service Request Management, Knowledge Management, Digital Workplace catalog, Smart IT, Atrium CMDB , Asset Management, Helix Dashboard, Helix Multi-Cloud Broker, Helix Virtual Assistant, Helix Business Workflow, BMC Discovery and CMDB and any future modules purchased by CBL for all environments.

- Proactively manage technical relationship according to the customers business priorities with an eye to avoiding business-critical situations and maximizing the solution value

- Provide feedback to vendor service reviews by providing overview of incidents, defects bug etc and SLA performance.

- Understand the downstream uses and impact of ITSM Configuration in follow-on reporting and interface applications.

- Provide implementation support for BMC Helix version upgrade and patches, including confidence and sanity testing. Provide out of hours support for the deployment of production releases as per the customer defined release schedule and other customer out of hours requirements such as DR testing, patching etc.

- Keep updated with any BMC Update of vulnerabilities and plan accordingly any changes required by the customer, new features and functionality changes etc on the platform and make recommendations to the customer where appropriate.

- Provide support and guidance for licensing, regular review usage and make changes and recommendations appropriately.

- Periodically review, as defined by customer, approval and support groups with users and make changes where appropriate.

- Remove leavers/movers from approval/support groups as part of JMP activities.

- Highlight any forms which are owned by leavers/movers and work with platform owners to reassign.

- Engage with form and product owners to assist in development of Product Owners roadmap.

- Seek approval from form owners and product owners for all changes to the platform.

- Host 'preview sessions' before releases to Helix Communities along with creation and maintenance of user guides and change summaries.

- Create and maintain relevant documentation such as workflows, approval matrices, foundation data, platform standards, release process, integrations, notifications customised functionality, HLD, LLD etc

Good experience of working on ITSM suite including :

- Asset Management

- Incident Management

- Problem Management

- Change Management

- Knowledge Management

- Service Request Management

- Service Level Management

- Good experience of working on CMDB

- Good experience and knowledge of integrations

- Catalog development, Dashboards experience

- Excellent verbal and written communication skills

- ability to interact and communicate with customers to drive client value.

- A proven ability to develop positive working relationships in a distributed team, and to create effective collaboration with direct and extended team members is vital.

- Accountable for meeting project deliverable deadlines taking ownership of the work.

Mandatory Skills :

- BMC Helix ITSM