BCM Helix ITSM Implementation Expert
6 days ago
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.
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