Description:

Key Responsibilities:

- SaaS Platform Administration & Configuration

- Manage the daily administration of BMC Helix ITSM in a SaaS environment.

- Optimize and configure ITSM modules (Incident, Change, Problem, Knowledge, Asset).

- Ensure the stability, scalability, and high availability of the platform.

Implementation & Customization:

- Customize workflows, business rules, and forms using Helix Innovation Studio.

- Develop custom applications and microservices within the Helix platform.

- Ensure tenant-specific configurations align with SaaS best practices.

Chatbot Integration and Automation:

- Integrate and manage BMC Helix Virtual Agent for ticketing automation and self-service.

- Design and implement chatbot workflows (incident creation, password resets, etc.

- Develop NLP (Natural Language Processing)-based conversational workflows for improved user experiences.

- Continuously monitor chatbot performance, refine workflows, and enhance accuracy.

- Enhance use cases as per the business requirements.

Integration Management:

- Develop and manage integrations between BMC Helix ITSM and third-party SaaS solutions (e.

, Jira, ServiceNow, Salesforce).

- Work with REST/SOAP APIs to ensure seamless integration.

- Collaborate with cloud providers (AWS, Azure, GCP) for cloud-based service integration.

- Under continuous improvement, implement various other integrations which will help the accuracy of the information and mature the processes.

CMDB and Asset Discovery (Cloud):

- Implement BMC Helix Discovery for asset discovery across cloud and on-premise environments.

- Maintain and automate Configuration Item (CI) updates, ensuring accurate CMDB data.

- Monitor multi-cloud environments to ensure comprehensive asset visibility.

Incident, Problem, and Change Management:

- Oversee and optimize automated workflows for incident and change management.

- Develop auto-remediation scripts for proactive issue resolution.

- Ensure change management practices adhere to SaaS operational standards.

Request Management:

- Implement and manage Request Management processes to automate the fulfillment of service requests.

- Design and optimize request workflows for service catalog items, user access requests, and hardware/software requests.

- Ensure seamless integration with other ITSM processes (e.

, Incident, Change) for efficient request handling.

- Monitor and report on request fulfillment metrics, ensuring timely and accurate service delivery.

Security, Compliance, and Governance:

- Enforce RBAC (Role-Based Access Control) and manage user access with SSO/LDAP integration.

- Ensure ITSM processes align with security and compliance frameworks (ISO 27001, SOC 2, ITIL).

- Conduct regular audits for vulnerabilities and risks.

SLA/OLA Management and Reporting:

- Define, track, and manage SLAs and OLAs for both internal and external users.

- Utilize BMC Helix Dashboards and Smart Reporting for performance insights.

- Automate SLA breach notifications and tracking.

Monitoring and Performance Optimization:

- Regularly monitor SaaS platform performance, uptime, and usage metrics.

- Identify and recommend strategies for optimizing performance.

- Work closely with BMC support for incident resolution and patch management.

Release and Patch Management:

- Oversee smooth deployment of patches and updates.

- Manage environment cloning, backup, and restoration.

- Ensure testing and validation are done post-upgrade for business continuity.

Technical Leadership and Mentoring:

- Lead teams in delivering ITSM solutions and services.

- Provide mentoring and technical guidance to junior administrators.

- Foster collaboration between service desk teams and development units.