What are the responsibilities and job description for the Lead BMC Service Desk Professional position at Practical Solutions Inc.?
Roles & Responsibilities:
- Lead the service management team utilizing BMC Helix software, ensuring optimal configuration, customization, and operation of the platform.
- Develop and implement IT service management strategies and practices that align with organizational goals and standards.
- Customize BMC Helix ITSM modules to meet specific business requirements, integrating ITIL best practices where applicable.
- Provide technical leadership in troubleshooting, resolving issues, and enhancing BMC Helix functionalities to improve service delivery.
- Collaborate with stakeholders to define service management metrics, reporting requirements, and performance goals.
- Train and mentor team members on BMC Helix ITSM usage, administration, and customization.
- Ensure compliance with IT security policies and procedures related to BMC Helix ITSM operations.
- Maintain documentation of configurations, processes, and procedures related to BMC Helix ITSM implementation and administration.
This position requires a proactive individual with in-depth knowledge and hands-on experience in BMC Helix IT Service Management Software. The role plays a critical part in ensuring effective IT service delivery and operational efficiency through the implementation and management of BMC Helix ITSM solutions.
Experience:
- Mandatory: Must have at least four (4) years of experience in administering, maintaining, and developing BMC Helix IT Service Management Software
Education/Certifications:
- Mandatory: BSc/BA in IT, Computer Science, or relevant field.
Certifications Required:
- ITIL 4 Managing Professional certification
- BMC Certified Professional certification
- (A copy of certifications is required)