ITSM Platform Specialist - BMC Helix

Key Responsibilities:- Integrate AI capabilities available in BMC Helix (previous name BMC Remedy) to maximize the experience and the overall ITSM platform value for both end-users and IT. - Contribute in defining relevant KPI’s. Implement & Measure KPI’s on BMC Helix. - Coordinate with internal teams and external vendors to manage service requests and ensure adherence to SLAs. - Work closely with the IT team to gather functional ITSM requirements and Implement on BMC Helix. - Analyze operational data to identify trends, bottlenecks, and areas for improvement in service processes. - Proactively identify opportunities for automation and process optimization to reduce manual intervention and increase operational efficiency - Perform upgrades, patches, and migrations of BMC applications. - Develop automation scripts and workflows to improve functional efficiency as needed. - Provide documentation, training, and support to end users and IT teams. - Collaborate with all stakeholders and IT teams to ensure timely results.Required Skills & Experience:- 5-8 years of strong experience working with BMC Remedy / Helix. - Strong expertise in BMC CMDB, Smart IT, or Remedy/Helix ITSM. - Experience in ITSM, ITIL processes, and incident/change/problem management. - Proficiency with integration tools and APIs (REST/SOAP, Web Services). - Scripting skills (JavaScript, Python, or Shell) are a plus. - Ability to work independently and within a team environment.Preferred Qualifications:- BMC Certifications (e.g. BMC Certified Administrator). - Knowledge of DevOps, Agile methodologies, or automation tools will be additional plus.Education:- Bachelor’s degree in computer science, Information Technology.

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