4 Helix Itsm Jobs

BMC is looking for an innovative customer champions to join our unique and enthusiastic Technical Support Team helping businesses across the globe to run and reinvent. Here is how, through this exciting role, YOU will contribute to BMC's and your own success: You will be managing customer expectations and competing priorities and conducting research on customer incidents to help create Knowledge Articles, reusable solutions, and other duties as assigned. You will be escalating issues and works directly with Research and Development to resolve complex support problems. You will be using professional concepts and company policies and procedures to solve a wide range of difficult problems in imaginative and practical ways and exercising systematic proficiency in some specialized skills which display depth and breadth within a single BMC application OR several BMC applications/technologies. You will be troubleshooting intermediate to advanced problems and recommends appropriate actions and providing support case follow-up until resolution, ensuring proper escalation procedures are followed for unresolved issues As every BMC employee, you will be given the opportunity to learn, be included in global projects, challenge yourself and be the innovator when it comes to solving everyday problems. To ensure youre set up for success, you will bring the following skillset & experience: You can embrace, live and breathe our BMC values every day! You have 2+ years of experience handling BMC Remedy ITSM across modules ARS/SRM/SLM/ SmartIT/Smart Reporting/CMDB/DWP/SSO customers from consultancy and support standpoint. You have in depth troubleshooting and analytical knowledge in these BMC product areas. You have bachelors degree from any stream Full Time You are comfortable with Periodic weekend work (will likely be required).

Job Responsibilities: Provide technical support and issue resolution for BMC Helix ITSM suite (including Incident, Change, Problem, Asset, and Knowledge Management). Troubleshoot and resolve Helix ITSM-related issues including performance, integration, access, and workflow issues. Monitor and maintain system performance, ensuring minimal downtime and optimal operation. Collaborate with internal teams and third-party vendors to resolve complex issues. Act as the first point of contact for Helix ITSM support tickets and ensure timely resolution as per SLAs. Perform root cause analysis of recurring issues and suggest preventive measures. Document technical issues and solutions for future reference in the knowledge base. Support user onboarding and provide training on Helix ITSM modules as needed. Participate in regular patching, upgrades, and system enhancements in coordination with the infrastructure team. Maintain data integrity and manage user access roles and permissions. Coordinate with the BMC support team for unresolved product issues or bug fixes. Ensure compliance with ITIL processes and service management best practices.

You will be managing customer expectations and competing priorities and conducting research on customer incidents to help create Knowledge Articles, reusable solutions, and other duties as assigned. You will be escalating issues and works directly with Research and Development to resolve complex support problems. You will be using professional concepts and company policies and procedures to solve a wide range of difficult problems in imaginative and practical ways and exercising systematic proficiency in some specialized skills which display depth and breadth within a single BMC application OR several BMC applications/technologies. You will be troubleshooting intermediate to advanced problems and recommends appropriate actions and providing support case follow-up until resolution, ensuring proper escalation procedures are followed for unresolved issues As every BMC employee, you will be given the opportunity to learn, be included in global projects, challenge yourself and be the innovator when it comes to solving everyday problems. To ensure youre set up for success, you will bring the following skillset experience: You can embrace, live and breathe our BMC values every day! You have 2+ years of experience handling BMC Remedy ITSM across modules ARS/SRM/SLM/ SmartIT/Smart Reporting/CMDB/DWP/SSO customers from consultancy and support standpoint. You have in depth troubleshooting and analytical knowledge in these BMC product areas. You have bachelors degree from any stream Full Time You are comfortable with Periodic weekend work (will likely be required).

What is expected As a Senior Enablement Manager within the Global Ecosystem Sales (GES) Organization, strategize and take ownership of all enablement activities at SIs. Be a part of a strategic program that enables growth in business through developing a community of BMC-accredited and certified professionals within key Global Outsourcers System Integrators (GOSI) VAR partner accounts of BMC. Engage with different individuals within partner organizations and internal teams like Presales, Education, COE, RD, and Support to offer proactive, prescriptive enablement plans to GOSI VAR partners Key Responsibilities Create and Execute the Partner Readiness Program for WW GOSI VAR Partners. Engage regularly with key partners to monitor enablement process, new requirements, and future goals Proactively engage with appropriate partner contacts from delivery, project office, COE, alliance teams to identify, prioritize, develop, and execute product trainings as per the skill and role-based learning path Build BMC skilled communities within the sales and delivery teams of the WW GOSI VAR Accounts by identifying white spaces and developing and executing account specific proactive plans to cover the same. Drive joint quarterly and annual business planning to ensure proper planning and execution of the enablement plans. Develop relationships with the stakeholders in the Accounts by visiting and meeting them regularly. Use local ecosystems and available experts to nurture and grow champions. Work with Account SPOCs and Sales teams to establish annual and quarterly accreditation and certification targets for each Account. Identify and communicate trends and client feedback from the program to the Account team for current and future Sales Plays. Collaborate with the Corporate Enablement team to manage the overall course catalogue, content and training calendar for GOSI VAR accounts. Communicate program and account progress to management in weekly, monthly and quarterly reports against plan targets. Provide regular updates to GOSI VAR Account/Partner Managers Sales management on the status of each partner's enablement Co-create and maintain training calendar and take responsibility of rolling out trainings by collaborating with BMC Education as a delivery partner Basic Qualification Needed Presentation and writing skills and the ability to articulate complex concepts to internal and external organizations. Experience working within the enterprise software development industry and matrixed organization Experience in enterprise software and familiarity with cloud computing platforms and services. Demonstrated leadership, interpersonal skills, and willingness to collaborate with multi-locational, cross-functional teams internally and externally. Execution focus and strategic mindset What experience is needed 10+ years of experience with at least 5+ years of customer interaction Knowing sales and marketing Bachelors/Masters degree with English as a major subject Worked for a product organization Supported different geographies and/or Lines of business in multi-cultural environment Tools Understanding of BMC Product portfolio especially Helix ITSM, Monitoring, Workload Automation (Control-M) SaaS platform and applications Cloud services MS Excel, PowerPoint. MS Word