Itsm Administrator

**About The Opportunity**

**How You Will Make An Impact**

1. **BMC Helix Implementation**

a. Participate in the migration process from Cherwell ITSM and BMC Footprints ITSM to BMC Helix ITSM, ensuring mínimal disruption to ongoing operations.

b. Collaborate with stakeholders to define migration strategies, timelines, and resource requirements.

c. Execute data migration tasks, including but not limited to configuration, data mapping, validation, and reconciliation.

d. Conduct thorough testing and quality assurance to validate the completeness and accuracy of migrated data and configurations.

e. Setup multi-tenant domain separation and role-based security.

f. Setup Incident Management, Problem Management and Change Management

g. Design and build customized forms, workflows, fields, SLAs and business rules for internal and external customers.

h. Setup multiple authentications with MFA.

i. Experienced with migrating from existing ITSM systems.

2. **BMC Helix Administration**

a. Customize BMC Helix ITSM modules to align with organizational processes and requirements.

b. Develop and maintain customer portals within BMC Helix ITSM, providing users with intuitive self-service capabilities.

c. Design and create reports and dashboards to provide insights into IT service performance and key metrics to internal and external customers.

d. Manage the Configuration Management Database (CMDB) within BMC Helix ITSM, ensuring data accuracy, integrity, and alignment with organizational needs.

e. Migrate and enhance knowledge management functionality within BMC Helix ITSM to capture, organize, and share IT knowledge effectively.

f. Develop mail monitoring workflows across multiple monitored mailboxes.

g. Setup recurring scheduled requests and automated reports.

h. Develop and manage integration with our customer ITSM systems and internal tools/ systems.

i. Develop CMDB and migrate our discovery data into the solution.

i. Develop non-standard service workflows within the BMC Helix system.

c. Explore and introduce AI capabilities.

3. **Documentation and Knowledge Sharing**

a. Document system configurations, procedures, and best practices for BMC Helix ITSM administration and usage.

b. Provide training and knowledge transfer sessions to IT staff and end-users on BMC Helix ITSM functionality and capabilities.

c. Foster a culture of knowledge sharing and collaboration within the ITSM team.

4.** Process Optimization**

a. Collaborate with IT stakeholders to analyze existing ITSM processes and identify areas for improvement.

b. Design and implement optimized workflows, automation, and integrations within BMC Helix ITSM.

c. Continuously review and refine ITSM processes using the ITIL framework to enhance efficiency, quality, and user experience.

d. BMC Helix Ongoing Support and Administration

e. Work with Managed Services Teams to implement new service requirements within best practices and standardizations.

f. Troubleshoot and resolve any issues.

**Working Shift Hours**: 6.30 p.m. to 3.30 a.m. IST

**What You Will Bring To The Table**

1. Bachelor's or master's degree in computer science, Information Technology or a related field.

2. BMC Helix Certified Associate/Professional.

3. 5 - 7 years of minimum experience in BMC Helix ITSM administration.

4. Experienced with API coding, preferred.

5. Ability to work independently, navigate ambiguity, solve complex challenges, and operate in a fast-paced team environment.

6. Excellent collaboration and problem-solving skills.

7. Excellent verbal and written communication skills.

8. Passion for continuously improving performance and customer satisfaction.

9. Demonstrated success in managing multiple projects, organizing, and coordinating work efficiently, prioritizing workload, and adhering to deadlines.

10. Embraces change and perform with confidence in the face of ambiguity.

11. Able to work independently and in a team environment.

**About Us**

At Netrix Global our values are the philosophies and principles that we live by. They support our vision, help us achieve our goals and commit us to a common purpose.

We Own Outcomes, Win Together, Make An Impact, Enjoy The Journey, and Respect All

Netrix Global is a mission-driven organization with the goal of providing the people, processes, and technology needed to run and scale modern, data-driven businesses that are always on and always secure. Our breadth of capabilities allows us to provide holistic offerings that solve even today's most complex business challenges, delivering to you an integrated, optimized, and future-proof solution.

We work with clients of all sizes and specialize in solutions for healthcare, manufacturing, government, education, financial services, and legal industries. Netrix is consistently ranked in the CRN VAR500, detailing the country's top system integrators.

At Netrix, we're driven to solve business problems with innovative technology solutions. We focus on end-users