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BCM Helix ITSM Implementation Expert

2 months ago

India Technocratic Solutions Full time
Job Title: BMC Helix ITSM Implementation Expert
Location: Noida/Pune
Experience: 9+ years

Job Description:
We are seeking an experienced BMC Helix ITSM Implementation Expert with 9+ years of hands-on experience in deploying, supporting, and enhancing ITSM modules on the BMC Helix platform (version 21.02 and above). The ideal candidate will have a strong background in implementing best practices and troubleshooting complex ITSM solutions.

Key Responsibilities:
- Lead and manage the implementation and support of BMC Remedy/Helix ITSM modules such as:
- Incident Management
- Change Management
- Problem Management
- Work Order Management
- Service Request Management
- CMDB (Configuration Management Database) & Knowledge Management
- Perform fine-tuning of Helix ITSM configurations, adhering to industry best practices.
- Lead the Digital Workplace (DWP) catalog creation, SmartIT, and TSP (Third-Party Services) integrations.
- Develop and maintain Smart Reporting and Helix Dashboards for real-time business insights.
- Manage Helix Import Tools for data migration, including importing/exporting data and performing data analysis.
- Configure, deploy, and support CMDB to ensure accurate configuration item (CI) management and relationships.
- Oversee and assist with the integration of BMC Helix ITSM with third-party applications.
- Utilize your deep understanding of ITIL processes to ensure the alignment of solutions with IT service management best practices.
- Support the full software development life cycle: analysis, design, coding, testing, and promotion.
- Provide support in server and cloud environments to ensure optimal ITSM functionality across platforms.

Required Skills and Experience:
- 9+ years of experience in BMC Helix ITSM implementations, configurations, and support.
- Strong hands-on expertise in the Helix ITSM modules (Incident, Change, Problem, Service Request, CMDB, and Knowledge Management).
- Proven experience in DWP catalog creation, SmartIT, TSP integrations, and Smart Reporting.
- Extensive knowledge of ITIL processes and their implementation within the Helix platform.
- Solid experience with data migration, data analysis, and tools for importing/exporting data on BMC Helix.
- Strong troubleshooting skills and the ability to fine-tune configurations based on best practices.
- Familiarity with server and cloud environments to ensure smooth integration and operation of ITSM modules.
- Strong communication skills and ability to work in cross-functional teams.
- Experience in leading implementations and providing ongoing support for ITSM solutions.