Principal Associate - IT (BMC Helix)

Key Responsibilities

• Solution Development: Design, develop, and implement BMC Helix applications and solutions tailored to business requirements.
• Integration: Integrate BMC Helix with other enterprise systems and third-party applications such as Intune, SCCM, XSOAR, Monitoring tools (SolarWinds, Site 24/7) to ensure seamless operations and data flow.
• BMC Discovery and CMDB health: Ensuring the Configuration Management Database (CMDB) is synchronized with the data discovered by BMC Discovery
• Customization: Customize BMC Helix modules, workflows, and user interfaces to enhance usability and meet specific business needs.
• Technical Support: Provide technical support and troubleshooting for BMC Helix applications, ensuring timely resolution of issues and minimal disruption to business operations.
• Documentation: Create and maintain detailed technical documentation, including design specifications, testing plans, and user guides.
• Collaboration: Work closely with project managers, business analysts, and other stakeholders to gather requirements, provide status updates, and deliver high-quality solutions on time and within budget.
• Training: Provide training and support to end-users and IT staff on BMC Helix functionalities and best practices.
• Continuous Improvement: Stay up to date with the latest developments in BMC Helix and IT service management to identify opportunities for process improvements and innovation.
• Support: Support issues related to the applications: Digital Workplace, Smart IT, Helix Dashboard, Remedy Single Sign-On, Mid-tier. Provide support for BMC Remedy ITSM modules including Incident Management, Problem Management, Asset Management, Configuration Database Management, Service Level Management
• Configuration: Configure Foundation data and set up ITSM modules. Manage Service Requests using SRM or the Digital Workplace Catalog. Create reconciliation jobs, custom datasets, attributes, and classes in CMDB. Maintain CMDB health checks and configure notifications using HTML.
• Reporting: Create Reports, Dashboards, and distribute reports.
• Others: Respond to and resolve issues within defined SLAs. Engage with BMC to identify and resolve issues.