Technical Analyst - BMC Remedy Admin, ITSM L2

Life on the team

• A fantastic opportunity has arisen for a technical role to join Computacenter’s dynamic and rapidly expanding Digital Infrastructure group. Successful applicants will be joining a truly global organisation, delivering services into over 70 countries worldwide, with major offices across Europe, the Americas, Africa and Asia; a recognised leader of the IT services business with a unique vendor-independent, infrastructure-focused perspective on the market.
• You’ll get to work with some of the most talented and passionate people in the business. You’ll have the opportunity to apply your knowledge to some of the highest profile projects and customers in the market from our Computacenter office in Bangalore.
• This role will be primarily focused on delivering a BAU / Project services within a shared service delivery model.
• With open access to thought leaders and major industry players you’ll get exposure to leading edge technologies which will enable you to advance your skills.

What you’ll do

• Perform a range of technical work activities remotely to meet business and customer requirements
• Escalate issues in line with company processes to ensure customer demands are met
• Able to communicate on issues to meet business and customer requirements to avoid escalations
• Provide customer service to internal and external customers to ensure consistent experience
• Ability to adapt quickly to dynamic team environments to maintain consistent effective contribution
• Ensure Department/Contract meets SLA performance targets
• Maintain and improve customer satisfaction levels
• Understand and adhere to policies and procedures
• Keep skills up to date with IT industry standards as appropriate to the role/contract.

What you’ll need

• Experience with 4 to 6 years in BMC Remedy Admin
• Designing User Interface/Form in Digital Work Place both in SRD and Broker.
• Design and implement backend work flows for Service Requests, Incidents, Change and Problem Management Processes.
• Configure simple and complex Approval flows.
• Work with bulk data using BMC Tools (DATA Import, SPOON).
• Develop activity Assignment Rules.
• Manage CMDB (Guidelines, Best practices, Governance model).
• Configure SLM criteria, specific to Services/Processes.
• Configuration of Support Groups
• Knowledge on BMC Helix Business flows is a plus.
• Experience in setting up of operational support model (Process design and implementation) in the ITSM Remedy System (9.1 and above).
• Experience in Infrastructure support and/or applications and shared services support/management given the multiple work streams at the IT CoE.
• Experience working as a part of global teams.
• Understanding of support best practices such as ITIL.

About us

With over 20,000 employees across the globe, we work at the heart of digitisation, advising organisations on IT strategy, implementing the most appropriate technology, and helping our customers to source, transform and manage their technology infrastructure in over 70 countries. We deliver digital technology to some of the world’s greatest organisations, driving digital transformation, and enabling people and their businesses.

Learning and development

Our people are our strength which is why we offer leadership training, coaching, mentoring, professional development, and international opportunities. Whichever direction you choose to go in – whether it’s a well-trodden path or a completely new