Job description:

Excellent Written and Verbal communication skills to interact with business users, gather requirements and document workflow / integrations.
Strong understanding of BMC Helix SaaS multi-tenancy platform. BMC Helix ITSM customization, administration, and support in the latest version of Helix.
In depth Knowledge of various workflows in Helix.
Issue debugging and fixing of BMC Helix ITSM.
Should have experience working with BMC Developer Studio.
Experience in BMC ARS custom application development.
Configuration of SLM.
Should have experience configuring IM, PM, CM, SRM, Service Catalogue, KM, RM, CMDB modules.
Create and update catalogue item in DWPA.
Development of catalogue in BMC Helix Business Workflows.
Prepare reports based on Helix Dashboards/Smart reporting.
Should have experience in creating test cases and validating end-to-end workflow

• To provide support for on call escalations and doing root cause analysis of given issue
• To independently resolve tickets within agreed SLA of ticket volume and time
• To adhere to quality standards, regulatory requirements and company policies
• Work on value adding activities such Knowledge base update & management, Training freshers, coaching analysts
• To ensure positive customer experience and CSAT through First Call Resolution and minimum rejected resolutions / Reopen Cases