BMC ITSM Developer & Integration Specialist Experience with customizations around complete BMC ITSM Suite JD DWPC Catalog creation Integration experience with BMC & third party products using REST APIs, SOAP web services, Email Engine. Experience with DWPC Enhanced Catalogue, Smart IT, Smart Reporting Should able to gather requirement on own, provide consultancy. Creation of documentations Conducting demos of the requirement delivered Get approvals on the requirement finalization before starting the work. Keep track of new requirements that comes up during process of discussion with client. Timely Deliverables

As an L1 Resource for BMC Truesight, your primary responsibility will be to provide technical support and assistance to users encountering issues with BMC True-sight software. You will be responsible for diagnosing, troubleshooting, and resolving technical issues, as well as escalating more complex problems to higher-level support teams when necessary. Additionally, you will play a crucial role in documenting issues, solutions, and best practices to improve overall support efficiency and customer satisfaction. Key Responsibilities: Provide first-level technical support to users experiencing issues with BMC Truesight software via phone, email, chat, or ticketing system. Diagnose and troubleshoot technical problems related to BMC Truesight installation, configuration, usage, and performance. Collaborate with other support teams and stakeholders to escalate and resolve complex technical issues in a timely manner. Document support cases, including steps taken, solutions provided, and any relevant troubleshooting procedures, in the knowledge base. Continuously update technical knowledge and skills related to BMC Truesight and relevant technologies through training and self-study. Assist in testing new releases, patches, and updates of BMC Truesight software to ensure compatibility and stability. Participate in team meetings, training sessions, and knowledge-sharing activities to contribute to the improvement of support processes and workflows. Provide occasional on-call support during non-business hours as part of a rotation schedule. Required Skills and Qualifications: Bachelor s degree in Computer Science, Information Technology, or a related field, or equivalent work experience. Proven experience in providing technical support for enterprise software products, preferably BMC Truesight or similar IT monitoring and management tools. Strong understanding of IT infrastructure components such as servers, networks, databases, and applications. Excellent communication skills with the ability to convey technical information clearly and concisely to both technical and non-technical users. Ability to work independently and collaboratively in a fast-paced environment, managing multiple priorities effectively. Strong problem-solving skills with a keen attention to detail and a proactive approach to issue resolution. Familiarity with ITIL best practices and principles is a plus. BMC Truesight certifications (such as BMC Certified Associate: TrueSight Operations Management 10.x) are desirable but not mandatory. Working Conditions: This position may require occasional travel for training or onsite support. Availability for occasional on-call support during non-business hours. Work may be performed remotely or onsite, depending on company policies and project requirements.

Remedy, CMDB, Helix ITSM, DWPC, Smart IT, Helix Dashboard, Container Installation of Helix Remedy, Solution Architect Remedy : This likely refers to BMC Remedy, an IT Service Management suite that includes various modules for incident management, problem management, change management, asset management, and more. CMDB : Configuration Management Database. This is a centralized repository that stores information about the configuration items (CIs) in an IT environment. In the context of BMC Remedy, it helps organizations manage their IT infrastructure and services. Helix ITSM : This is BMCs integrated IT service management (ITSM) and IT operations management (ITOM) platform. It includes various modules and components for managing IT services, incidents, changes, assets, and more. DWPC : This could refer to different things depending on the context. In the context of ITSM, it might refer to "Dynamic Workload Placement and Control," a feature or component related to workload management and optimization. Smart IT : Smart IT is a user interface for BMCs ITSM solutions, including Remedy. It provides an intuitive and modern interface for IT service desk agents and other users to interact with ITSM processes and data. Helix Dashboard : This likely refers to a dashboarding and reporting tool within the Helix ITSM suite. It provides customizable dashboards and reports for monitoring key ITSM metrics and performance indicators. Container Installation of Helix Remedy : This suggests deploying BMC Remedy as containers, leveraging containerization technologies like Docker and Kubernetes for easier deployment, scaling, and management of Remedy components. Solution Architect : A solution architect is responsible for designing and overseeing the implementation of IT solutions, ensuring they meet the organizations requirements and align with its overall IT strategy. In the context of Helix Remedy, a solution architect would design the architecture and configuration of the Remedy platform to meet the organizations ITSM needs. These terms collectively describe a suite of tools and components for managing IT services and infrastructure, particularly within the BMC Remedy ecosystem, with a focus on IT service management.

Bachelor s degree in IT, Computer Science, or a related field. Job Description : We are seeking an experienced Senior ServiceNow Developer/Consultant with expertise in ITSM, ITAM, CMDB, SAM, HAM, Sec Ops, HRSD, GRC, ITOM. Experience - Relevant 3+ years of experience in developing applications using the ServiceNow platform (Development & Administration) Expertise with any 1 or 2 ServiceNow ITSM, ITAM, ITOM, CMDB, HRSD, CSM, GRC. Experience with the Now mobile app. Certifications: ServiceNow Certified System Administrator ServiceNow Certified Application Developer Key Responsibilities : Support and maintain all technical aspects of the ServiceNow platform. Design and Develop OOTB and custom applications on the ServiceNow platform, primarily focusing on ITX and HRSD development. Owns the requirement gathering sessions and collaborates with various stakeholders. Convert user stories into technical solutions. Possess the ability to work independently with minimal management supervision. Testing of new and existing functionality Documentation of new and existing process Technical Expertise - Extensive experience creating custom Widgets using HTML, CSS, Bootstrap, AngularJS, Server-Side Scripting, Jelly Script, and jQuery. They should have experience in integrations, including AD, MID Server, and third-party tools using web services, SOAP, REST, etc. Experience of Scoped application and Service Portal Should have a good understanding of domain separation. Excellent Analytical, Logical, communication and problem-solving skills

Having Around 7 + years of IT experience in all aspects of Software Development Life Cycle including System Analysis, Software Design, Development. Exposure in project life cycle management including implementation, customization, and support of product. Knowledge in Banking including design & development of various Banking Modules using UNIX, PL/SQL, and SQL. An effective communicator with excellent relationship building & interpersonal skills. Strong analytical, problem solving and troubleshooting skills & organizational abilities. Hands-on experience with Unix Commands, Finacle scripting, Oracle SQL and PL/SQL and JAVA, J2EE programming skills. Proficiency in Finacle Customization in custom menus, custom reports, Batch jobs customization. Having good experience creating Finacle scripting and batch job creation along with development of scripts. Strong knowledge in writing simple to Complex SQL Queries. Proficiency using TOAD or equivalent developer tools. Hands on Experience in technical and functional documentation.

Graduate in IT or Computer Science, preferably BE/B. Tech/MCA. Minimum 3 years of experience in in-scope solutions and a total of 7 years in IT implementation/support. Certified in one of the following: MCSA/MCSE/MCSE: Messaging, Microsoft Outlook Professional 2016/2019. Role & Responsibilities: Provide Level 2 (L2) technical support, in addition to Level 1 (L1) responsibilities. Perform remote software/desktop troubleshooting. Handle all unresolved L1 level tasks and manage escalation calls, including basic server administration tasks. Conduct routine check-ups of servers and networks, and perform initial level troubleshooting. Escalate issues to server admin for further action if necessary. Monitor L1 tasks and provide guidance when required. Perform desktop backup and restore activities. Test network connectivity and resolve issues as needed. Manage client-level antivirus software. Provide support on Windows networking. Document procedures and processes for desktop, server, and end-user management. Demonstrate strong troubleshooting and problem-solving skills, working independently when necessary. Coordinate with team members effectively to ensure smooth operations. Deliver excellent customer service and exhibit effective learning skills. Additional Skills: Excellent communication and interpersonal skills. Ability to work under pressure and prioritize tasks effectively. Strong attention to detail and organizational skills. Ability to collaborate with team members and provide mentorship when needed.

1. Stakeholder/Business Management/Project Management**: This involves overseeing the various stakeholders involved in a project or business endeavor, ensuring their needs are understood and addressed effectively. It also entails managing the project itself, from planning to execution and monitoring. 2. Customer Relationship Management Process/Service Improvements and Adherence**: This involves managing relationships with clients/customers, ensuring their satisfaction, and continuously seeking ways to improve services or processes to meet their needs better. 3. Project Control, Management, and Review/Delivery**: This involves overseeing the projects progress, ensuring it stays on track, meeting deadlines, and delivering results according to the project scope and objectives. 4. Provide Guidance and Mentorship to Team**: As a manager, youre responsible for guiding and mentoring your team members, helping them develop their skills and grow professionally. 5. Conduct Performance Appraisals for Team Members, if Required**: This involves evaluating the performance of team members, providing feedback, and identifying areas for improvement. 6. Participate in Organizational Initiatives Such as Recruitment Drives, Training Programs, etc.**: Managers often play a role in organizational initiatives such as recruiting new talent, organizing training programs, or implementing new policies or procedures. 7. Deliver Communication Received from Senior Management/Client to the Team Members through Team Meetings**: Managers act as a bridge between senior management or clients and their team members, ensuring clear communication and alignment of goals and expectations. 8. Determine Client Requirements by Maintaining Contact with Client; Visiting Operational Environments; Benchmarking Best Practices; Analyzing Information and Applications**: Understanding client needs is crucial for success. This involves proactive communication with clients, observing their operational environments, learning from industry best practices, and analyzing relevant information to tailor solutions effectively. These responsibilities encompass a wide range of skills, including communication, leadership, problem-solving, and strategic thinking. Effectively managing these tasks can contribute significantly to the success of a project or business.

2-4 years of relevant experience of BMC Control-M, Expertise in Control-M Scheduling and operations and Administration, In-depth knowledge of high-availability Disaster recovery, Upgrade worked on handling tickets/incidents

We are seeking an experienced ITSM BMC Remedy (ITSM) L2 Support Engineer to join our team. The successful candidate will be responsible for providing Level 2 technical support for BMC Remedy ITSM (Information Technology Service Management) suite, ensuring the smooth functioning of IT service management processes. This role involves troubleshooting, incident resolution, configuration management, and collaborating with stakeholders to enhance system performance and reliability. JOB DESCRIPTION: Provide Level 2 technical support for BMC Remedy ITSM suite, including Incident Management, Change Management, Problem Management, Asset Management, and Service Request Management modules. Investigate and resolve escalated incidents and service requests within agreed SLAs, ensuring minimal disruption to business operations. Perform root cause analysis for recurring issues and implement permanent resolutions to prevent future occurrences. Assist in the configuration, customization, and maintenance of BMC Remedy ITSM applications to meet business requirements. Collaborate with internal teams and vendors to troubleshoot complex technical issues and implement solutions. Participate in system upgrades, patches, and enhancements, ensuring compatibility and minimal downtime. Document troubleshooting steps, resolutions, and system configurations for knowledge sharing and training purposes. Provide guidance and training to Level 1 support technicians and end-users on BMC Remedy ITSM functionality and best practices. Stay informed about industry trends and best practices in IT service management to continuously improve processes and systems. REQUIRED SKILLS AND QUALIFICATIONS: Bachelors degree in Computer Science, Information Technology, or related field. Minimum 3 years of experience in providing technical support for BMC Remedy ITSM suite. In-depth knowledge of BMC Remedy ITSM modules, including Incident Management, Change Management, Problem Management, Asset Management, and Service Request Management. Proficiency in BMC Remedy AR System administration, configuration, and customization. Strong troubleshooting and problem-solving skills with the ability to analyze complex issues and implement effective solutions. Excellent communication and interpersonal skills, with the ability to interact professionally with stakeholders at all levels. Proven ability to work effectively in a fast-paced environment and manage multiple priorities simultaneously. ITIL Foundation certification is preferred. Experience with BMC Remedy Smart Reporting and BMC Atrium CMDB is a plus. PERSONAL ATTRIBUTES: Customer-focused mindset with a commitment to delivering high-quality service. Strong analytical thinking and attention to detail. Ability to work independently and as part of a team. Adaptability and willingness to learn new technologies and processes. Excellent time management and organizational skills. If this description aligns with your expertise and career aspirations, we encourage you to apply for this exciting opportunity to join our dynamic ITSM team.

Minimum 2 years of relevant experience in BMC Control-M Must have worked on Managed File Transfer Oversees the deployment of BMC Control M which includes installation and configuration Hand on knowledge of integration and consolidation with other BMC tools and technologies. Manages, and maintains the BMC Control M Environment Enables administrators to manage change and the configurations of their servers Creates reports and trend analysis Creates and manage role-based access control for system administrator and users. Collaborates with managers, developers, process experts, and customers when planning future releases, job scheduling and monitoring tasks Works as part of a team on client engagements Upgrade and migration of BMC Control M from older version to newer version. Should have scripting knowledge Experience of managing Control M Server / EM / Agent. Experience/skill in trouble shooting errors/defects. Deep level of understanding in ITIL BMC Control M certified resource would have additional benefit Good presentation, documentation, interpersonal and problems solving skills Committed to deadline and with good communication and inter-personal skills and willing to work over-time if required. Required Language(s): English

Seeking a BMC Discovery & CMDB Administrator with at least 3 years of experience, open to global assignments with flexible hours. JOB DESCRIPTION Specialize in implementing and supporting BMC Discovery & CMDB. Proficient in Application/OS upgrades and custom application modeling. Skilled in Discovery for UNIX, Windows, NW Devices, and Applications. Ability to create patterns as per demand and modify OOB Query/Patterns. Generate reports as required, including on-demand or daily basis. Troubleshoot issues related to discovery. Manage TKU Upload and Bulk Data Upload. Handle CMDB Integration / Synchronization / Reconciliation. Integrate with other Process/Reporting/Normalization Systems. Proficient in CMDB CI Reporting DB queries and Smart Reporting. REQUIRED SKILLS Proficiency in ADDM, BMC Discovery, Integration with Remedy, VM Ware, Remedy Basics, etc. MANDATORY REQUIREMENTS Possess a valid passport with a minimum validity of 2 years. Hold a technical degree from a recognized university. PERSONAL ATTRIBUTES Capable of working independently with clients and colleagues. Excellent communication skills. Takes ownership and accountability for the services they deliver. Flexible in working hours, willing to work at KTPL or client sites as required.

As an L1 Resource for BMC Truesight, your primary responsibility will be to provide technical support and assistance to users encountering issues with BMC True-sight software. You will be responsible for diagnosing, troubleshooting, and resolving technical issues, as well as escalating more complex problems to higher-level support teams when necessary. Additionally, you will play a crucial role in documenting issues, solutions, and best practices to improve overall support efficiency and customer satisfaction. Key Responsibilities: Provide first-level technical support to users experiencing issues with BMC Truesight software via phone, email, chat, or ticketing system. Diagnose and troubleshoot technical problems related to BMC Truesight installation, configuration, usage, and performance. Collaborate with other support teams and stakeholders to escalate and resolve complex technical issues in a timely manner. Document support cases, including steps taken, solutions provided, and any relevant troubleshooting procedures, in the knowledge base. Continuously update technical knowledge and skills related to BMC Truesight and relevant technologies through training and self-study. Assist in testing new releases, patches, and updates of BMC Truesight software to ensure compatibility and stability. Participate in team meetings, training sessions, and knowledge-sharing activities to contribute to the improvement of support processes and workflows. Provide occasional on-call support during non-business hours as part of a rotation schedule. Required Skills and Qualifications: Bachelor s degree in Computer Science, Information Technology, or a related field, or equivalent work experience. Proven experience in providing technical support for enterprise software products, preferably BMC Truesight or similar IT monitoring and management tools. Strong understanding of IT infrastructure components such as servers, networks, databases, and applications. Excellent communication skills with the ability to convey technical information clearly and concisely to both technical and non-technical users. Ability to work independently and collaboratively in a fast-paced environment, managing multiple priorities effectively. Strong problem-solving skills with a keen attention to detail and a proactive approach to issue resolution. Familiarity with ITIL best practices and principles is a plus. BMC Truesight certifications (such as BMC Certified Associate: TrueSight Operations Management 10.x) are desirable but not mandatory. Working Conditions: This position may require occasional travel for training or onsite support. Availability for occasional on-call support during non-business hours. Work may be performed remotely or onsite, depending on company policies and project requirements

We are seeking a seasoned ITSM BMC Remedy (ITSM) L3 Support Engineer to lead our team in providing advanced technical support for BMC Remedy ITSM suite. The ideal candidate will possess deep expertise in BMC Remedy ITSM modules and demonstrate strong leadership skills to mentor junior team members and drive continuous improvement initiatives. This role will involve resolving complex technical issues, optimizing system performance, and implementing best practices to enhance IT service management processes. JOB DESCRIPTION: Lead the Level 3 technical support for BMC Remedy ITSM suite, including Incident Management, Change Management, Problem Management, Asset Management, and Service Request Management modules. Serve as the subject matter expert for BMC Remedy ITSM applications, providing guidance and assistance to Level 2 support engineers in troubleshooting and resolving escalated issues. Analyze and resolve complex technical problems related to BMC Remedy ITSM functionality, configuration, and integration with other systems. Collaborate with internal stakeholders, vendors, and external partners to develop and implement solutions that address business requirements and improve system performance. Lead system upgrades, patches, and enhancements for BMC Remedy ITSM applications, ensuring compatibility, stability, and minimal disruption to business operations. Conduct performance monitoring and tuning activities to optimize BMC Remedy ITSM applications and ensure efficient utilization of resources. Develop and maintain technical documentation, including troubleshooting guides, configuration procedures, and best practices, to facilitate knowledge sharing and training. Stay abreast of industry trends and emerging technologies in IT service management to identify opportunities for process improvement and innovation. Provide mentorship and training to junior team members, fostering their professional growth and development within the organization. REQUIRED SKILLS AND QUALIFICATIONS: Bachelors degree in Computer Science, Information Technology, or related field. Minimum 5 years of experience in providing Level 3 technical support for BMC Remedy ITSM suite. Extensive knowledge of BMC Remedy ITSM modules and components, with hands-on experience in troubleshooting and resolving complex technical issues. Strong understanding of ITIL framework and best practices for IT service management. Proficiency in BMC Remedy AR System administration, configuration, and customization. Excellent leadership and interpersonal skills, with the ability to effectively communicate technical concepts to non-technical stakeholders. Proven track record of leading successful system upgrades, migrations, and enhancements for BMC Remedy ITSM applications. ITIL Intermediate or Expert certification is preferred. Experience with BMC Remedy Smart Reporting, BMC Atrium CMDB, and ITSM integration tools (e.g., REST API, SOAP) is a plus. PERSONAL ATTRIBUTES: Strategic thinker with a proactive approach to problem-solving. Strong team player with a collaborative mindset. Ability to thrive in a dynamic and fast-paced environment. Commitment to continuous learning and professional development. Exceptional organizational and time management skills. If you are a seasoned ITSM professional with a passion for innovation and excellence, we invite you to apply for this challenging and rewarding role to lead our ITSM BMC Remedy (ITSM) L3 support team.

Minimum 2 years of relevant experience in BMC Remedy Provide solutions to customers requirement and prepare technical design documents Demonstrate Remedy technical abilities and be instrumental on roadmap Coach, train team members Analysis of requirements, preparing implementation documents in line with Client Demonstration. Foundation data gathering, data analysis, implementation/support for the following modules of BMC Remedy ITSM suite Incident, Problem, Change and asset Management On-boarding new customers into ITSM suite Interaction and Coordination with all stakeholders teams involved in projects. Configures the system as per client requirements Should be familiar with the customization of the Remedy ITSM package/module in the environment Supports clients data management activities Understand client functional requirements and interfaces with technical team to provide fixes/solutions to the client Sound knowledge of IM/PM/CM/ SLM module BMC ARS Remedy 7.x, 8.x & 9.x BMC ITSM suite, CMDB Understanding of the Common Data Model and experience in extending the CMDB data model Understanding of Best Practices for Product Catalogs Demonstrated and thorough understanding of normalization and reconciliation processes and configurations Experience in customizing CMDB attributes Experience in Development of Asset Management Processes (asset onboarding, asset refresh and disposal process) Good Knowledge on Software License Management, Contract Management Experience in Remedy development for ITSM suite Remedy Integration Knowledge of BMC ITSM, BMC ARS, Oracle, SQL, Interfaces Works independently with clients and colleagues Flexible in working hours, located KTPL or client sites as necessary Excellent communication skills Takes accountability for the service they are responsible for delivering Works independently with clients and colleagues

We are looking for a dedicated L1, L2 Support Engineer to join our Endpoint Patching team. The role involves performing endpoint patching operations, troubleshooting patch deployment issues, and ensuring endpoint compliance using the BMC Client Management (BCM) tool. The ideal candidate should have a strong understanding of endpoint management, basic troubleshooting skills, and a willingness to learn advanced patching methodologies. Experience : L1 - 3 Years , L2 - 5 Years Key Responsibilities Patch Deployment : Execute endpoint patching activities using BMC Client Management, ensuring timely and accurate patching of application and endpoints Application deployment : Deployment of application or upgradation of application using BMC client management Monitoring and Reporting : Monitor patching progress and generate compliance reports to identify unpatched systems or errors. Incident Resolution : Perform initial troubleshooting for patch failures, logging and escalating unresolved issues to the L2 team. Compliance Assurance : Regularly review endpoint compliance against organizational patching policies and standards. Documentation : Maintain detailed records of patching activities, issues encountered, and resolutions. Creation and submission of daily reports to respective authorities Collaboration : Work closely with L2/L3 teams to understand advanced issues and implement recommended solutions. Client Communication : Address and resolve basic client queries related to endpoint patching. SCD : Deployment, Analysis and Troubleshooting for SCD on Endpoints VAPT : Mitigation of VAPT Required Skills & Qualifications Technical Skills : Hands-on experience with BMC Client Management or similar endpoint management tools. Basic understanding of endpoint patching processes, including Windows and third-party software patching. Familiarity with ITIL processes, especially incident and problem management. Problem Solving : Ability to identify and resolve common patching issues with minimal supervision. Basic knowledge of networking concepts related to endpoint communication. Soft Skills : Excellent written and verbal communication skills for effective reporting and client interactions. Strong organizational skills with attention to detail. Team player with a proactive approach to learning and troubleshooting. Preferred Qualifications Certification in BMC Client Management or related tools (advantageous), Microsoft certification, ITIL certification Experience in endpoint patch management within a corporate IT environment

Graduate in IT or Computer Science, preferably BE/B. Tech/MCA. Minimum 1 year of experience in in-scope solutions and a total of 3 years in IT implementation/support. Preferably certified in one of the following: Trend Micro or other Antivirus Management Certification Professional, MCSA/MCSE/MCSE: Messaging, Microsoft Outlook Associate 2016/2019. Role & Responsibilities: Possess basic knowledge of AD, DHCP, DNS, etc. Manage and maintain software assets, databases, and IT infrastructure. Perform basic troubleshooting for desktops and notebooks. Install, support, and upgrade operating systems for desktops and notebooks. Handle move/add/change/upgradation/new installation of application software and hardware support. Install, maintain, and address day-to-day user problem calls. Troubleshoot operating system issues. Set up desktop computers, peripherals, and test network connections. Install and test desktop software applications and internet browsers. Conduct computer testing to ensure proper functioning. Provide end-user training on computer hardware and software usage. Have sound knowledge of Windows OS and Microsoft Office Applications. Address and resolve email application issues. Attend assigned calls and report to the helpdesk with closure details. Escalate to senior level support if the problem remains unresolved or there is any deviation. Additional Skills: Strong analytical and problem-solving abilities. Excellent communication and interpersonal skills. Ability to work independently and in a team environment. Flexibility to adapt to changing priorities and work under pressure. Attention to detail and ability to prioritize tasks effectively. If you meet these qualifications and are ready to take on the challenge of supporting our IT infrastructure, we encourage you to apply for this position.

4-5 years of experience in software asset management, IT asset management, or related roles. Proficiency in Snow Software and Flexera tools. Strong understanding of software licensing models Hands on experience in administration & management of SNOW License management tool. Configuring software License Management Data in Snow Tool Configuring Asset Parameters, Support Groups, Roles and ACL Preparing & uploading Asset Baseline Data & associating asset module association with other modules Responsible for making UI specific modifications Preparing Asset Reports,KPIs & Dashboards Addition/Deletion/modification of agreement/licenses Configuring Software Recognition service Importing and binding SSL certificates for SLM and SIV Provide quality and completeness checks for Software Asset Management datasets Understanding of licensing on different products like Microsoft, IMB, Oracle etc. General SNOW Tool administration. ITIL V4 Foundation certification

We are seeking an experienced ITSM BMC Remedy (ITSM) L2 Support Engineer to join our team. The successful candidate will be responsible for providing Level 2 technical support for BMC Remedy ITSM (Information Technology Service Management) suite, ensuring the smooth functioning of IT service management processes. This role involves troubleshooting, incident resolution, configuration management, and collaborating with stakeholders to enhance system performance and reliability. JOB DESCRIPTION: Provide Level 2 technical support for BMC Remedy ITSM suite, including Incident Management, Change Management, Problem Management, Asset Management, and Service Request Management modules. Investigate and resolve escalated incidents and service requests within agreed SLAs, ensuring minimal disruption to business operations. Perform root cause analysis for recurring issues and implement permanent resolutions to prevent future occurrences. Assist in the configuration, customization, and maintenance of BMC Remedy ITSM applications to meet business requirements. Collaborate with internal teams and vendors to troubleshoot complex technical issues and implement solutions. Participate in system upgrades, patches, and enhancements, ensuring compatibility and minimal downtime. Document troubleshooting steps, resolutions, and system configurations for knowledge sharing and training purposes. Provide guidance and training to Level 1 support technicians and end-users on BMC Remedy ITSM functionality and best practices. Stay informed about industry trends and best practices in IT service management to continuously improve processes and systems. REQUIRED SKILLS AND QUALIFICATIONS: Bachelors degree in Computer Science, Information Technology, or related field. Minimum 3 years of experience in providing technical support for BMC Remedy ITSM suite. In-depth knowledge of BMC Remedy ITSM modules, including Incident Management, Change Management, Problem Management, Asset Management, and Service Request Management. Proficiency in BMC Remedy AR System administration, configuration, and customization. Strong troubleshooting and problem-solving skills with the ability to analyze complex issues and implement effective solutions. Excellent communication and interpersonal skills, with the ability to interact professionally with stakeholders at all levels. Proven ability to work effectively in a fast-paced environment and manage multiple priorities simultaneously. ITIL Foundation certification is preferred. Experience with BMC Remedy Smart Reporting and BMC Atrium CMDB is a plus. PERSONAL ATTRIBUTES: Customer-focused mindset with a commitment to delivering high-quality service. Strong analytical thinking and attention to detail. Ability to work independently and as part of a team. Adaptability and willingness to learn new technologies and processes. Excellent time management and organizational skills.

Customer Focus - Building strong customer relationships and delivering customer-centric solutions Interpersonal Savvy - Relating openly and comfortably with diverse groups of people Plans & Aligns - Planning and prioritizing work to meet commitments aligned with organizational goals Communicates Effectively - Developing and delivering multi-mode communications that convey a clear understanding of the unique needs of different audiences Manages Conflict - Handling conflict situations effectively, with a minimum of noise Self-Development - Actively seeking new ways to grow and be challenged using both formal and informal development channels Organizational Savvy - Maneuvering comfortably through complex policy, process and people-related organizational dynamics Demonstrates Self-Awareness - Using a combination of feedback and reflection to gain productive insight into personal strengths and weaknesses Action Oriented - Taking on new opportunities and tough challenges with a sense of urgency, high energy, and enthusiasm Being Resilient - Rebounding from setbacks and adversity when facing difficult situations

Supporting project management : Assisting with project planning, execution, and monitoring Supporting project managers : Helping project managers create and maintain project documentation, such as schedules, plans, and status reports Tracking project progress : Helping track project milestones, budget, deliverables, and RAID items Communicating with stakeholders : Proactively communicating with sponsors, team, and stakeholders Identifying and resolving risks : Identifying, managing, and resolving project risks and issues Supporting compliance : Supporting compliance with contractual commitments Coordinating activities : Coordinating specific activities, such as document management, planning, risk or financial management Meeting with customers : Meeting with customer project managers and teams to understand their concerns and address them Roaster Management and Employee Management : Manager a roaster and employee data on daily, monthly and weekly basis. Preparing reports : Preparing analysis reports, data visualization, and other resources to support the PMO team Setting up meetings : Setting up regular and ad-hoc meetings, preparing minutes and summaries, and tracking progress Coordinating knowledge sharing : Coordinating knowledge sharing sessions, preparing learning materials, and presentation slides Compiling and distributing reports : Compiling and distributing progress reports, lessons learned, best practice, and periodic newsletters