We are seeking a skilled ITSM Platform Specialist to support the BMC Helix ITSM solution at Dar. This role requires a deep understanding of BMC platforms, hands-on configuration and integration experience, and the ability to translate business requirements into technical solutions including AI capabilities.
Note that this role is on BMC Helix On Prem version.
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:
- 3-5 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.
