Principal Associate IT (BMC Helix)

Key Responsibilities:

• Design, develop, and implement BMC Helix applications and solutions tailored to business requirements.
• Integrate BMC Helix with enterprise systems and third-party applications such as Intune, SCCM, XSOAR, and monitoring tools like SolarWinds and Site 24/7 to ensure seamless data flow and operations.
• Ensure Configuration Management Database (CMDB) is synchronized with data discovered by BMC Discovery and maintain CMDB health.
• Customize BMC Helix modules, workflows, and user interfaces to enhance usability and meet specific business needs.
• Provide technical support and troubleshooting for BMC Helix applications, ensuring timely issue resolution with minimal business disruption.
• Create and maintain detailed technical documentation, including design specifications, test plans, and user guides.
• Collaborate closely with project managers, business analysts, and stakeholders to gather requirements, provide updates, and deliver high-quality solutions on schedule and within budget.
• Provide training and support to end-users and IT staff on BMC Helix functionalities and best practices.
• Stay updated with the latest BMC Helix and IT service management developments to identify improvement opportunities and innovations.
• Support applications including Digital Workplace, Smart IT, Helix Dashboard, Remedy Single Sign-On, Mid-tier, and BMC Remedy ITSM modules like Incident Management, Problem Management, Asset Management, CMDB, and Service Level Management.
• Configure Foundation data and set up ITSM modules, manage Service Requests via SRM or Digital Workplace Catalog, create reconciliation jobs, custom datasets, attributes, and classes in CMDB, and configure notifications using HTML.
• Create reports and dashboards and manage report distribution.
• Respond to and resolve issues within defined SLAs and engage with BMC for issue resolution when needed.