- Company Name
- Bayforce
- Job Title
- ITSM Engineer
- Job Description
-
Job Title: ITSM Engineer
Role Summary:
Senior Systems Engineer responsible for designing, deploying, and maintaining the BMC Helix ITSM platform, aligning it with ITIL best practices and enterprise requirements. Works cross‑functionally to enhance service delivery, incident resolution, and process governance.
Expectations:
- Lead configuration and optimization of the BMC Helix suite for service catalog, incident, problem, change, release, and CMDB processes.
- Serve as the ITSM subject‑matter expert, ensuring compliance with ITIL standards and facilitating continuous improvement.
- Collaborate with IT and business teams to improve service levels, user experience, and audit readiness.
Key Responsibilities:
- Manage end‑to‑end ITSM processes (Service Catalog, Incident, Problem, Change, Release, Configuration Management).
- Design, deploy, and maintain BMC Helix applications (ITSM, DWPC, Dashboards, iPaaS, Discovery).
- Provide functional support, including configuration, dashboard creation, and process optimization.
- Produce clear documentation, knowledge articles, and communications supporting service delivery.
- Partner with cross‑functional teams in a matrix environment to drive process improvement and service level enhancements.
Required Skills:
- 5+ years of ITSM/ITIL process management experience (Incident, Problem, Change, Service Level, Knowledge).
- Hands‑on expertise with BMC Helix suite (ITSM, DWPC, Dashboards, iPaaS, Discovery).
- Proven track record in implementing and administering OOTB Helix applications.
- Strong understanding of IT infrastructure, applications, and SDLC.
- Excellent written and verbal communication skills.
Required Education & Certifications:
- Bachelor’s degree in Information Technology, Computer Science, or related field.
- ITIL Foundation or higher; additional certifications in BMC Helix or ITSM tools preferred.