BMC Helix Consultant

Main Duties & Responsibilities:

• Assessing Incidents received into the support queue, assigning according to the assignment matrix and responding to customers within the response SLA.
• Managing incidents to resolution, ensuring that the customer is kept up to date with their actions.
• Troubleshooting BMC Helix application issues, using resources/tools such as Fusion and BMC Knowledge Base.
• Use personal judgment and initiative to develop effective and creative solutions to Customer issues.
• Cognisance of the workload of the rest of the team and proactively assisting with prioritisation and technical suggestions to ensure Incidents are dealt with in the most effective manner.
• Submitting tickets to BMC in the correct format and facilitating all calls/web meetings between BMC and the customer.
• Ensuring customer satisfaction.
• Progression of Customer escalations.
• Progression of BMC Helix escalations.
• Working on P1 issues with Service Delivery Managers offering expertise on a technical bridge.
• Medium complex changes and developments for Managed Service customers.
• Ensuring that Fusion and Customer Change and Release management processes are always followed.
• P1 /Major Incident reports to be provided for all P1 tickets assigned to the Fusion support team.
• Ensure Response and Resolution SLAs are met.
• Subject matter expert for one or more BMC Helix applications.
• Providing technical leadership and mentoring to the other technical team members.
• Provide guidance and coaching on outstanding issues.
• Providing recommendations and Best Practice information.
• Handle special projects with no degradation of ongoing assignments and responsibilities.
• Actively contribute to the Helix Service Improvement Plan (SIP) and any service transformation initiatives agreed upon with the customers, service delivery managers, or Fusion management.

Experience:

3+ years of experience with AR System, BMC Helix ITSM, CMDB, Digital Workplace Catalog, etc.