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BMC Helix IT Operations Consultant
4 weeks ago
About the Role
We are seeking a highly skilled and experienced BMC Helix ITSM consultant to join our team. As a key member of our Global Services Delivery organization, you will be responsible for delivering consultative operational services to our customers worldwide.
Key Responsibilities
- Provide Level 2 and Level 3 operational support on Helix ITSM Remedy, SmartIT/MyIT, Smart reporting, Service broker, DWPA, CMDB, Asset Management, and other related systems.
- Ensure BMC Product platform availability as per agreed-upon Service Level Agreements.
- Develop new customizations, integrations, and reports to enhance the customer experience.
- Troubleshoot BMC Application, customizations, integration issues, and provide effective solutions.
- Follow ITIL standard best practices and recommend process improvements.
- Recommend and plan upgrades/patches and roll out of new features.
- Drive adoption of the BMC solution across customer environments.
- Work closely with Service Owners to review service delivery quality and focus on continuous improvement.
Requirements
- Bachelor's degree in Computer Science, Information Technology, or related field.
- Minimum 6-10 years of IT experience, with a strong background in Applications Managed Services and Consulting Services.
- Extensive experience in the implementation, administration, and configuration of BMC Remedy ITSM Applications, Integrations, and Customizations.
- Experience on Windows, UNIX, LINUX operating systems and ITIL framework is an advantage.
- Good knowledge of Cloud Technologies, networking, and database concepts.
- Well-organized with a positive attitude, ability to work in customer-facing environments, and effective communication skills in English and German (verbal and written).
- Willing to work in shifts, weekend, and on-call support will be required.