Staff Specialist Technical Supp Analyst - BMC Remedy ITSM
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Description and Requirements
"At BMC trust is not just a word - it's a way of life!"
Technical Support Specialist - Remedy ITSM
BMC Software – The Multi-Cloud Management Company
From core to cloud to edge, BMC delivers the software and services that enable over 10,000 global customers, including 84% of the Forbes Global 100, to thrive in their ongoing evolution to an Autonomous Digital Enterprise.
BU Description:
BMC Helix Support Operations – supports and manages hundreds of customers on Helix from across various Public and Private cloud platforms. This position is for support functions for Helix ITSM/SmartIT/SmartReporting/CMDB/DWP product lines.
Primary Roles and Responsibilities:
- Provides courteous, efficient, and professional technical support by phone and email to customers across a broad range of industries.
- Works beyond routine tasks, utilizing increasingly specialized knowledge of relevant BMC technologies.
- Exercises systematic proficiency in some specialized skills which display depth and breadth within a single BMC application OR several BMC applications/technologies.
- Troubleshoots intermediate to advanced problems and recommends appropriate actions.
- Uses professional concepts and company policies and procedures to solve a wide range of difficult problems in imaginative and practical ways.
- Provides support case follow-up until resolution, ensuring proper escalation procedures are followed for unresolved issues.
- Manages customer expectations and competing priorities.
- Conducts research on customer incidents to help create Knowledge Articles, reusable solutions, and other duties as assigned.
- Uses written communication skills to update case documentation as well as use, modify, and create knowledge base articles.
- Escalates issues and works directly with Research and Development to resolve complex support problems.
- May work on customer support-related projects as assigned.
- Periodic weekend work will likely be required.
Experience/ Qualifications:
- 5-15 Years of experience handling BMC Remedy ITSM across modules ARS/SRM/SLM/ SmartIT/Smart Reporting/CMDB/DWP/SSO customers from a consultancy and support standpoint.
- In-depth troubleshooting and analytical knowledge in these BMC product areas.
- Bachelor's degree from any stream – Full Time
Our commitment to you!
BMC’s culture is built around its people. We have 6000+ brilliant minds working together across the globe. You won’t be known just by your employee number, but for your true authentic self. BMC lets you be YOU!
If after reading the above, You’re unsure if you meet the qualifications of this role but are deeply excited about BMC and this team, we still encourage you to apply! We want to attract talents from diverse backgrounds and experience to ensure we face the world together with the best ideas!
BMC is committed to equal opportunity employment regardless of race, age, sex, creed, color, religion, citizenship status, sexual orientation, gender, gender expression, gender identity, national origin, disability, marital status, pregnancy, disabled veteran or status as a protected veteran. If you need a reasonable accommodation for any part of the application and hiring process, visit the accommodation request page.
(Returnship@BMC)
Had a break in your career? No worries. This role is eligible for candidates who have taken a break in their career and want to re-enter the workforce. If your expertise matches the above job, visit to https://bmcrecruit.avature.net/returnship know more and how to apply.