Staff Specialist Technical Support Analyst - BCM

Basic Information

Country:

India

State:

Maharashtra

City:

IND Pune - Business Bay

Date published:

23-Mar-2021

Job ID:

29632

Travel Amount:

up to 10%

Description and Requirements

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.

Position Description – CMDB Staff Specialist Technical Support Analyst


Responsible for providing intermediate to advanced technical support to assist our global customers to keep their business running using our best-in-class products.

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 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.

Qualification and Required Skills:

  • Atrium CMDB – You will be supporting /maintaining CMDB . Strong understanding of Single Sign On functionality . End to end implementation of Remedy SSO . LDAP / Active Directory ; SAML, ADFS knowledge & understanding is important .  
  • Remedy ITSM / foundation knowledge – added advantage .
  • Database knowledge would be  added advantage .            
  • Highly motivated, independent and flexible, with strong team-directed abilities and a collaborative attitude.
  • Ideally, exposure to the installation, configuration, administration and troubleshooting, or otherwise advanced use of, relevant BMC products.
  • The Ability to duplicate a customer's specific software error in order to define the cause.
  • Experience debugging with software development tools.
  • Strong verbal and written communication skills (English, with the possibility of other languages) and the ability to interpret and answer complex technical questions, provide customer follow-up and contribute to knowledge base content.

It is the policy of BMC Software to afford equal opportunity for employment to all individuals regardless of race, color, age, national origin, physical or mental disability, history of disability, ancestry, citizenship status, political affiliation, religion, gender, transgender, gender identity, gender expression, marital status, status as a parent, sexual orientation, protected veteran status, genetic information or other factors prohibited by law, and to prohibit harassment or retaliation based on any of these factors. 

If you need a reasonable accommodation for any part of the application and hiring process, visit the accommodation request page.