ESM Tech Lead

Location: India

Primary Responsibilities Job duties and responsibilities include, but are not limited to:
• At least 6-8 years of hands-on experience in designing and configuring the BMC Helix ITSM environment in alignment with business needs.
• Define the BMC Helix architecture, including: o Incident, Problem, Change o CMDB, Asset Management o Knowledge Management o Service Request Management o Monitoring, Event Management, Discovery (as required)
• Develop catalog items, workflows, runbooks, and automations.
• Ensure adherence to industry with the best practices and governance standards.
• Design a secure data mapping, cleansing, and migration framework for: o Historical records o Active tickets and change records o CMDB data and relationships o Knowledge articles and metadata
• Execute data migration using approved tools and methodologies with full traceability.
• Conduct data validation, reconciliation, and sign off processes.
• Analyze and document all existing Service Now integration points.
• Rebuild or establish integrations in BMC Helix, including: o Monitoring tools o ITSM/data exchange interfaces o Collaboration platforms o Custom APIs/middleware
• Ensure integration designs are secure, scalable, and resilient.
• Prepare and execute comprehensive test plans, including: o Unit Testing o System Integration Testing (SIT) o User Acceptance Testing (UAT) o Performance and Load Testing
• Ensure defect tracking and closure across all phases.
• Develop and execute a detailed cutover plan covering final data loads, system readiness, and user transition.
• Support go-live activities to ensure business continuity with minimal disruption.
• Provide hyper care support, including: o Issue resolution o System optimization o User guidance and training