[Job Title]ITSM BAU L3 Engineer[Job Overview] ITSM BAU L3 Engineer part of the India Infrastructure Services team will support all major regions for the ITSM platform services and projects. This senior engineer is responsible for overseeing and managing the IT Service Management (ITSM) tools within the organization. This role involves ensuring the effective design, implementation, and continuous improvement of ITSM tools in alignment with ITIL best practices. The role needs to work closely with cross-functional teams, stakeholders, and other ITSM team members to drive tool efficiency, enhance service delivery, and promote a culture of continuous improvement of the ITSM platforms.
[Technology and Sub-technology] - ITIL Framework
- BMC Helix
- ServiceNow
- Incident, Problem, Change and Service Request
[Base Location] Bangalore[Type] Hybrid - WFH/In-office (visiting office as per company guidelines is mandatory)[Qualifications] - Bachelor's degree in computer science, information technology, or a related field (or equivalent experience)
- Proven experience as an ITSM BAU L3 Engineer, supporting BMC Helix and ServiceNow platforms
- In-depth technical knowledge of BMC Helix and ServiceNow, including administration, configuration, and troubleshooting
- Strong understanding of IT service management processes and best practices, such as incident management, problem management, change management, and service request management
- Experience in implementing and supporting ITSM integrations, workflows, and automation within BMC Helix and ServiceNow
- Familiarity with ITIL framework and IT service management concepts
- Proficiency in IT infrastructure components, such as servers, databases, networks, and security, related to BMC Helix and ServiceNow environments
- Strong problem-solving and analytical skills, with the ability to diagnose and resolve complex technical issues
- Excellent communication and interpersonal skills, with the ability to collaborate effectively with diverse stakeholders globally
- ITIL or other relevant certifications (e.g., ITIL Foundation) are desirable
- IT infrastructure components related to BMC Helix and ServiceNow environments
- Problem-solving and analytical skills
- Excellent communication and collaboration abilities
[Good to have Skills] - BMC Helix and ServiceNow certifications (e.g., BMC Certified Administrator, ServiceNow Certified System Administrator) are a plus
- BMC Helix / ServiceNow custom application design and development experience
- ITIL Expert
- ITSM frameworks and methodologies (ITIL, COBIT, ISO/IEC 20000)
[Responsibilities and Duties] - Lead the implementation and configuration of ITSM tools and platforms, ensuring alignment with ITSM processes and organizational requirements.
- Define and document tool configurations, workflows, and integrations to support ITSM processes, such as Incident Management, Change Management, and Service Request Management.
- Collaborate with IT teams, process owners, and stakeholders to gather requirements and customize the tools accordingly.
- Administer and maintain ITSM tools and platforms, ensuring their availability, performance, and security.
- Manage user access and permissions, configure system settings, and perform regular updates and patches.
- Monitor the health and performance of ITSM tools, troubleshoot issues, and coordinate with vendors for support and enhancements.
- Identify opportunities for enhancing the functionality and usability of ITSM tools to improve efficiency and user experience.
- Collaborate with stakeholders to gather enhancement requests, prioritize them based on business needs, and manage the implementation of enhancements.
- Stay updated on the latest releases and versions of ITSM tools, assess their benefits, and plan and execute tool upgrades as necessary.
- Integrate ITSM tools with other IT systems and platforms to enable seamless data exchange and workflow automation.
- Collaborate with technical teams to develop and implement integrations and automation scripts using APIs and middleware tools.
- Continuously assess opportunities for automation and streamline ITSM processes through tool integrations and automation.
- Develop training materials and deliver training sessions to end-users and IT teams on ITSM tools and their usage.
- Provide support and guidance to users in troubleshooting tool-related issues and addressing their queries.
- Serve as a subject matter expert for ITSM tools, staying updated on new features and capabilities and sharing knowledge with relevant stakeholders.
- Define and configure reports and dashboards in ITSM tools to provide insights into ITSM performance and key metrics.
- Analyse tool data and generate reports to monitor and track the effectiveness of ITSM processes and identify areas for improvement.
- Collaborate with stakeholders to understand their reporting needs and provide customized reports and analytics.
- Collaborate with vendors on tool-related issues, enhancements, and support, ensuring timely resolution and effective vendor collaboration.
- Ensure the availability, reliability, and performance of BMC Helix and ServiceNow environments, adhering to SLAs
- Monitor system health, perform routine maintenance tasks, and apply patches and upgrades as needed
- Collaborate with cross-functional teams to identify and resolve incidents, problems, and service requests related to BMC Helix and ServiceNow
- Conduct root cause analysis for recurring issues and implement preventive measures
- Participate in change management activities, ensuring proper testing and documentation of changes to BMC Helix and ServiceNow environments
- Develop and maintain technical documentation, standard operating procedures (SOPs), and knowledge base articles
- Provide training and guidance to IT staff and end-users on BMC Helix and ServiceNow functionality and best practices
- Stay up to date with the latest features, enhancements, and industry trends in BMC Helix and ServiceNow platforms
- Collaborate with global teams to share best practices, optimize processes, and drive continuous improvement in ITSM services
[Keywords] - ITSM/ITIL
- BMC Helix
- ServiceNow
- Project Management
- Governance