Information Technology Service Management Specialist

Objectives:

Administrator will be primary contact for all administration aspects of BMC Helix ITSM Core Solution, which comprises of Configuring, Customizing, enhancing, and supporting implementation and use of BMC Helix ITSM tool. Also responsible for taking application support calls and handling day-to-day work in the department/section.

Key Responsibilities:

• Configuring Foundation data, Service desk, CM, AM, SRM, SLM, RKM, CMDB etc.
• Troubleshoot issues with different modules of BMC ITSM
• Experience in requirement gathering, Implementation, Customization, and enhancements of BMC Helix ITSM. Also documenting and training End User about the features and enhancements of BMC Helix ITSM
• Building and Maintaining Integrations with other solutions using SOAP API, REST APIs etc.
• Build and maintain BMC Helix Dashboards to meet the operational needs.
• Have good relationship with IT Users and end users to understand and address the queries and problems
• Aligning all processes with ITIL best practices and other industry standards to improve IT operations
• Complying consistently with policies, procedures and practices and ensuring alignment with PureCS corporate policies
• Completing and maintaining regulatory requirements including licensure and certification and other mandatory training within established time frame Supporting Go-Live situations for new functionality, applications, or upgrades. This may involve 24/7 cover on evenings, nights, and weekends.
• Maintaining confidentiality with regards to any information exchanged or received in the current capacity of role in accordance with PureCS corporate policies.
• Maintaining positive and effective working relationships within the department/division and with other departments/sections within PureCS
• Performing any other duties as may be assigned relevant to the basic responsibilities of the role
• Delivering solutions or escalating complex issues to the Senior Officer as appropriate
• Monitoring ongoing performance measures for end users
• Assisting in organizing the implementation of new software patches, new releases and new software packages as needed
• Prioritizing workloads, establishing timelines to ensuring targeted results and customers satisfaction
• Consulting with peers, outside vendors, manufacturers or other resources when needed
• Assisting with training and development of staff (internal trainees)
• Responding to verbal and written enquiries in a timely manner
• Collaborating with other members of the team to carry out work smoothly
• Participating in all team efforts as required
• Perform users training and KT
• Develop & deploy of new solution, services
• Contribute to the new projects & initiatives

Soft skills:

• Strong interpersonal and communication skills
• Good Team player
• Bachelor’s degree in IT / CS / Software / Telecom / Electrical / Network, or relevant field.
• Operating Systems: Microsoft Windows Server & LINUX
• Programming: bash / shell / perl / python / java
• 1-3 years of experience as ITSM Application Administration, Customization & Development
• Knowledge of current technological developments/trends
• Good knowledge of databases interfacing & queries build-up