Customer Support Analyst - BMC Remedy ITSM

Basic Information

Country:

India

State:

Maharashtra

Date Published:

15-Jan-2021

Job ID:

28884

Travel:

You may occasionally be required to travel for business

Description and Requirements

#LI-SD2

"At BMC trust is not just a word - it's a way of life!" 



We are an award-winning, equal opportunity, culturally diverse, fun place to be. Giving back to the community drives us to be better every single day. Our work environment allows you to balance your priorities, because we know you will bring your best every day. We will champion your wins and shout them from the rooftops. Your peers will inspire, drive, support you, and make you laugh out loud!  


We help our customers free up time and space to become an Autonomous Digital Enterprise that conquers the opportunities ahead - and are relentless in the pursuit of innovation! 


BU Description:

BMC Helix Support Operations team supports and manages hundreds of customers on Helix from across various Public and Private cloud platforms. This position is for support function for Helix ITSM/ SmartIT /Smart Reporting/ CMDB /DWP product lines.

Primary Roles and Responsibilities:

As a Staff Specialist Technical Support Analyst you will be responsible for fielding and resolving BMC issues by utilizing internal systems, troubleshooting utilities, and support processes. The position requires close communication with multiple departments while maintaining issue ownership. You must be proficient in the documentation and have the ability to work independently on support issues all while following departmental policies.

  • You will Provides courteous, efficient, and professional technical support by phone and email to customers across a broad range of industries. 
  • Yo have to work 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 using, modifying, and creating 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:

  • 3-12 Years of experience handling ITSM/SmartIT/SmartReporting/CMDB/DWP customers from consultancy and support standpoint.
  • In depth troubleshooting and analytical knowledge in these BMC product areas.
  • Bachelor degree from any stream – Full Time


#LI-JC1

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.

BMC Software maintains a strict policy of not requesting any form of payment in exchange for employment opportunities, upholding a fair and ethical hiring process.
At BMC we believe in pay transparency and have set the midpoint of the salary band for this role at INR. Actual salaries depend on a wide range of factors that are considered in making compensation decisions, including but not limited to skill sets; experience and training, licensure, and certifications; and other business and organizational needs. 

The salary listed is just one component of BMC's employee compensation package. Other rewards may include a variable plan and country specific benefits.

We are committed to ensuring that our employees are paid fairly and equitably, and that we are transparent about our compensation practices. 

(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.