Information Technology Service Management Specialist

2 weeks ago

Pune, India BMC Software Full time

BMC is looking for a Lead System Administrator to join our amazing teamIn this role, you will be a part of a team of system administrators, responsible for providing Windows, Linux, AWS, Kubernetes, Docker & Virtualization support on VMware & Cloud technology. You will maintain and support all OS platform, Private, and public cloud deployment.Here is how, through this exciting role, YOU will contribute to BMC's and your own success:- Develop, configure, and maintain ITSM workflows, modules, and integrations.- Implement automation and AI/ML-driven solutions (chatbots, predictive service management, workflow optimization) to improve service outcomes.- Partner with stakeholders to gather requirements, design scalable solutions, and deliver enhancements.- Ensure ITIL-aligned processes (Incident, Problem, Change, Request, Knowledge) are effectively supported and optimized.- Provide advanced technical support for ITSM platforms, including complex troubleshooting, root cause analysis, and resolution of high-priority issues.- Collaborate with operations teams to ensure platform reliability, performance tuning, and proactive monitoring.- Integrate ITSM platforms with enterprise applications, monitoring tools, and cloud services.- Mentor junior team members and contribute to development best practices.- Stay updated on emerging ITSM, AI, and automation trends to propose innovative solutions.To ensure you’re set up for success, you will bring the following skillset & experience:- Bachelor’s degree in computer science, Information Systems, or equivalent experience.- 5+ years of hands-on ITSM development experience (BMC Helix ITSM - Digital Workplace (DWP), Business Workflow).- Proficiency in programming/scripting (Java, JavaScript, Python, SQL, REST APIs).- Proven track record in implementing automation within ITSM platforms.- Solid understanding of ITIL practices and enterprise IT operations.- Experience in system integrations across ITSM and enterprise ecosystems.- Experience providing advanced production support, including incident resolution, performance troubleshooting, and issue prevention strategies.- Hands-on experience with BMC Helix ITSM / BMC Remedy development and administration.- Hands-on experience with BMC Innovation Studio- Exposure to AI/ML in ITSM (intelligent routing, NLP chatbots, predictive analytics).- Familiarity with cloud platforms (AWS, Azure, GCP) and containerized deployments (Docker, Kubernetes).- ITIL v3 or v4 Certification.

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