Roles and Responsibilities: 6+ years of experience in developing, implementing, and supporting the BMC Helix ITSM system, including custom workflows using Remedy forms, Active Links, Filters, and Escalations. Proficiency in BMC Helix Innovation Suite, BMC Helix MCB, and BMC Helix iPaaS (Jitterbit) for development and support. Strong understanding of ITSM processes and modules like Incident, Change, Problem, SRM, Work Order, SLM, and Release Management. Skilled in providing technical solutions, resolving process gaps, and customizing workflows to align with ITIL and business needs. Experience in Smart IT, Foundation Data, and preventative maintenance (performance tuning, archiving). Expertise in integrations using Web Services, REST APIs, database queries, and third-party software. Knowledge of Asset Management, CMDB, Approval Flow, DWP/MYIT, and AR System Reports. Ability to manage ITIL-based processes, handle incident tickets, and implement new functionalities. Open to 24x7 operations. Qualifications: Graduation with ITIL Foundation Certification (mandatory). BMC certifications (preferred).
