Staff Technical Support Analyst - Helix ITSM
- BMC Software
- 2 - 7 years
- Pune
- 25 days ago
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Job Description
- You will be managing customer expectations and competing priorities and conducting research on customer incidents to help create Knowledge Articles, reusable solutions, and other duties as assigned.
- You will be escalating issues and works directly with Research and Development to resolve complex support problems.
- You will be using professional concepts and company policies and procedures to solve a wide range of difficult problems in imaginative and practical ways and exercising systematic proficiency in some specialized skills which display depth and breadth within a single BMC application OR several BMC applications/technologies.
- You will be troubleshooting intermediate to advanced problems and recommends appropriate actions and providing support case follow-up until resolution, ensuring proper escalation procedures are followed for unresolved issues
- As every BMC employee, you will be given the opportunity to learn, be included in global projects, challenge yourself and be the innovator when it comes to solving everyday problems.
To ensure youre set up for success, you will bring the following skillset experience:
- You can embrace, live and breathe our BMC values every day!
- You have 2+ years of experience handling BMC Remedy ITSM across modules ARS/SRM/SLM/ SmartIT/Smart Reporting/CMDB/DWP/SSO customers from consultancy and support standpoint.
- You have in depth troubleshooting and analytical knowledge in these BMC product areas.
- You have bachelors degree from any stream Full Time
- You are comfortable with Periodic weekend work (will likely be required).
Job Classification
Industry: Software ProductFunctional Area / Department: IT & Information SecurityRole Category: IT SupportRole: IT Support - OtherEmployement Type: Full timeContact Details:
Company: BMC SoftwareLocation(s): Pune+ View Contact
Keyskills: ITSM BMC Remedy CMDB Helix ITSM troubleshooting
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