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Technical Support Analyst - Helix ITSM

Technical Support Analyst - Helix ITSM

BMC Software

3 - 6 years

6 - 10 Lacs

Pune

Posted:2 weeks ago| Platform:

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Skills Required

rest cmdb root cause analysis technical support itsm tendering project management boq service catalog problem management autocad design engineering change management estimation servicenow incident management drawing technical specifications itil

Work Mode

Work from Office

Job Type

Full Time

Job Description

Technical Support Analyst Helix ITSM:
Roles and Responsibilities:Provide L2/L3 technical support for BMC Helix ITSM applications, ensuring timely resolution of incidents and service requests.Troubleshoot issues related to core ITSM modules such as Incident, Change, Problem, Knowledge, and CMDB.Administer, configure, and maintain the BMC Helix ITSM suite, Smart IT, Digital Workplace (DWP), and associated tools.Monitor system health, perform routine maintenance tasks, and implement patches and upgrades.Collaborate with internal teams, business users, and external vendors to analyze issues and implement sustainable fixes.Assist in the integration of Helix ITSM with third-party systems using REST APIs or other middleware platforms.Conduct root cause analysis for recurring incidents and suggest preventive measures.Prepare and maintain system documentation, technical specifications, and user manuals.Participate in user acceptance testing (UAT), go-live support, and post-implementation reviews.Stay updated on BMC product roadmaps, new features, and industry best practices.

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Technical Support Analyst - Helix ITSM