Job Title

Role- SIAM-BMC Helix Technical SME, remedyYears of Experience - 5 to 10 yearsLocation - Pune and NoidaEngage in user, System and support requirements gathering and Analysis to provide design and Architectural recommendations as it relates to BMC Remedy applicationsScope and Develop Solutions or engage a third party to develop applications based on requirementsKnowledge on all aspects of the AR System Server and ITSM Suite (Help Desk, Change Management, Asset Management, Service Level Management) Installation and Configurations of BMC Remedy ApplicationsImplement integrations to BMC Remedy ApplicationsCustomizations of BMC Remedy Applications, as required.Develop, Organize and maintain standard Operational procedures (including regular maintenance requirements) and workflow processes and procedures for BMC Remedy ApplicationsPerform regular maintenance duties to the BMC Remedy Applications EnvironmentsCreate and maintain system and Customization documentation for testing and validation of BMC Remedy ApplicationsTroubleshoot BMC Remedy Applications issues, work with vendors (Coordinate resolution of issues requiring BMC support) as required to resolve issuesAdminister and develop forms, fields, menus, and workflows in Remedy 9.x and aboveProvide 2nd/3rd level support for customers experiencing problems with their Remedy 8.x and above Servers/accountsParticipate in rolling out Remedy-related services for new customers Supervise the design and automation of customized reports to meet management needs. Knowledge of Dashboards/Analytics/Smart Reporting (desirable)Good Knowledge of web ServicesProvide technical Consultation as needed.Good Experience in implementing and supporting BMC Remedy ApplicationsAbility to work independently without intensive oversight-must be a go-getter and take initiative on a regular basis finding ways to avoid problems proactively rather than just fixing them after the factEmphasis on sharing of knowledge through good communications, peer training and written documentationStrong inter-personal skillsPositive Customer Service and Team attitude4+ years of Experience in Remedy ARS and ITSM / Helix Smart IT /DWP/Dashboards etcGood Knowledge of Integration with 3rd Party tools like ServiceNow, HPOV etc using Rest API & Java APIHands on Developer Studio & Innovation Studio for any new development or enhancement of featuresHaving good troubleshooting/Problem Solving skillsGood Knowledge of ITIL and Other IT best practices frameworks (ideally Foundation certified)Degree in Engineering or master’s in computers