ITSM Consultant

The ITSM Consultant is responsible for the configuration, maintenance, and support of the BMC Helix IT Service Management platform. This role ensures the effective operation of ITSM modules, including Incident, Change, Problem, Knowledge, Service Request, and Configuration Management. The administrator works closely with IT operations, service desk, and business stakeholders to ensure optimal performance, compliance, and continuous improvement of the ITSM ecosystem.

• Platform Administration:
  Administer and support the BMC Helix ITSM suite (including CMDB, Smart IT, DWP, and Helix Dashboard).
• Configuration & Customization:
  Configure forms, workflows, templates, roles, and permissions to meet business requirements.
• Module Management:
  Manage ITSM modules such as Incident, Change, Problem, Asset (CMDB), Knowledge, and Service Request Management.
• Integrations:
  Support integrations with external systems (e.g., Active Directory, monitoring tools, AIOps platforms, etc.) via APIs and connectors.
• Service Catalog:
  Maintain and enhance the Digital Workplace service catalog items and workflows.
• Patch & Upgrade Management:
  Coordinate application patches, upgrades, and new feature rollouts in collaboration with BMC support.
• Monitoring & Reporting:
  Monitor system health and performance. Generate operational and performance reports using Smart Reporting or external BI tools.
• Support & Troubleshooting:
  Provide L1 support for user issues, escalations, and incidents related to BMC Helix ITSM.
• Documentation:
  Maintain system configuration documentation, SOPs, and knowledge base articles.
• Governance & Compliance:
  Ensure adherence to ITIL best practices, audit, and security requirements.