Description
BMC Helix SME - hybrid > WFH/Remote split
My client urgently seeks a BMC Helix SME, to provide consistent value-based BMC oversight for BMC Helix onboardings and reduce time to value for customers.
They are assigned for all BMC Helix ITSM onboards (customers migrating from on-premise, Remedyforce, and/or other ITSM solutions).
Remit:
- Understand and validate what the customer considers success, what value the customer expects to get from the service, and what KPIs will be measured to realize that value.
- Use processes and resources to manage customer success such as the coordination of periodic service reviews, roadmap reviews, and management of success plans.
- Help customers plan for product upgrades and patches, and maintenance activities.
- Coordinate with various internal teams to ensure consistent alignment of standard processes.
- Coordinate vendor interactions and support tickets when required.
- Follow and promote use of industry best practices, standards, and procedures.
- Take care of Incident and Changes (2nd level support) & On Call Duties.
- Strong understanding and experience with leading ITSM/ITOM platform BMC ITSM Helix & Digital Workspace).
- Experience in ITSM tools implementations, configurations and integrations with 3rd party applications.
- Must have experience across all ITSM modules (Incident Management, Change Management, Problem Management, Work Oder Management, Service Request Management, CMDB and Knowledge Management).
- Experience with Agile/Scrum methodology, with participation in the full software development life cycle: Analysis, Design, Coding, Testing and promotion into Production.
- Should have experience in performing data analysis, data migration and importing/exporting data in the platform.
- Experience in performing performance fine-tuning following the best practices with good troubleshooting skills.
- Experience in API integrations to integrate with third party applications.
- Good Communication skills to interact with stakeholders.
- Experience with Java, JavaScript, Python, AJAX, CSS, jQuery, Bootstrap, basics of Databases.
For immediate consideration, please send me your latest CV.