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Business Process Improvement Specialist

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Job Title: Business Operations Manager

This is a leadership role responsible for overseeing the service management platform, ensuring error-free operations in alignment with business needs and ITIL best practices.

Key accountabilities include platform administration, AI-driven automations, optimizations, and integrations, license management, driving policies and procedures to platform governance, initiating and leading tool enhancements and automations for process improvements, providing subject matter expertise in ITSM & CMDB tool architecture and service map configurations.

The ideal candidate will have 14+ years of experience in governing BMC Helix ITSM, hands-on knowledge of BMC tools, specifically Helix ITSM (SaaS) and Helix Discovery, working knowledge of Helix GPT, in-depth understanding of Common Data Model and CMDB configuration, experience in establishing Management Information Systems and license management.

  • Tools Enhancement and Management: Oversee end-to-end management, availability, and governance of the Service Management tools within the licensing agreement. Improve the capability of the tool using AI to institutionalize IT processes. Develop and enhance the Tools' UI as per HCD (Human-Centric Design)