- Expertise in BMC Helix ITSM modules: Incident, Problem, Change, Asset, SLM, and DWP.
- Expertise in BMC Helix Dashboard, DWP Advanced and BMC Helix Innovation studio
- Solid programming skills in java scripts and SQL.
- Proven experience with BMC Helix Discovery and service mapping in complex environments.
- Domain Knowledge: Deep understanding of ITIL v4 frameworks and best practices for multi-vendor service delivery.
- Lead the end-to-end delivery of BMC Helix ITSM solutions, maximizing out-of-the-box (OOTB) capabilities before introducing customizations.
- Develop custom applications and workflows using BMC Helix Innovation Studio and AR System Developer Studio.
- Design and maintain robust integrations using REST/SOAP APIs, webhooks, and Atrium Integrator (Pentaho Spoon) to sync data with third-party supplier systems.
- SLA & Multi-Supplier Management
- Configure complex Service Level Management (SLM) targets that reflect multi-provider dependencies and tiered response times.
- Utilize BMC Helix Multi-Cloud Broker to manage incident brokering and ticket synchronization between internal teams and external service vendors.
- Create advanced Helix Dashboards to provide real-time visibility into supplier performance and SLA compliance.
- Platform Administration
- Manage the Configuration Management Database (CMDB), ensuring data reconciliation, normalization, and service modeling accurately reflect the multi-supplier landscape.
- Oversee user access, Foundation data, and system health across SaaS/Cloud environments (AWS/Azure).
Drive Agile/DevOps practices, including version control and automated deployments for platform updates
Certifications :
- BMC Certified Professional (BCP) or BMC Certified Expert (BCE) in BMC Helix ITSM.
- Experience with integrations with other application using REST API
- Experience with migrations.
- Knowledge of containerization (Docker, Kubernetes) for on-prem/hybrid deployments.