BMC Helix Application Manager Back up

This position is the back-up of the BMC Helix Application Manager: the mission is on-call only and services will be requested if BMC Helix Application Manager is unavailable or absences in the team need coverage. 

Key Responsibilities

1. Application Ownership

• Act as the primary owner of the BMC Helix application from a functional perspective.
  


• Define and maintain the application roadmap in alignment with business objectives.
  


• Ensure that application capabilities support operational and service management requirements.
  


• Manage the application lifecycle and continuous improvement initiatives.
  


• Customisation des différents modules
  


• implémentation de nouveaux Services Requests et maintenance des existants
  

2. Operations and Support

• Provide Level 2 support.
  


• Investigate and resolve incidents in collaboration with BMC Helix Platform Administrator and BCL technical teams.
  


• Participate in Problem Management and Root Cause Analysis (RCA).
  


• Coordinate escalations with  BMC Software and other vendors when required.
  

3. Functional Administration

• Manage application configurations and settings and document them.
  


• Implement and maintain service catalog.
  


• Manage user roles, permissions, and functional access requirements.
  


• Ensure data quality and consistency within the application.
  

4. Testing and Release Validation

• Define and coordinate User Acceptance Testing (UAT).
  


• Validate new features, configurations, and releases.
  


• Perform non-regression tests after all kinds of updates or upgrades
  

5. Reporting and Analytics

• Define and maintain operational and management dashboards.
  


• Monitor application usage.
  


• Produce reports on service management performance and KPIs.
  


• Identify opportunities for process and service improvement.
  

6. Documentation

• Document every configuration or development.
  

Required Skills and Experience

Functional Expertise

• Strong knowledge of:
  
  
  
  • BMC Helix ITSM
    
  
  
  • Smart IT
    
  
  
  • Digital Workplace
    
  
  
  • CMDB concepts
    
  
  
  • Service Catalog Management
    
  
  


• Solid understanding of ITIL processes and service management frameworks.
  

Requirements

• Skills
  


• BMC Digital workspace   Advanced   
  


• BMC Helix ITSM Advanced   
  


• ITIL Advanced   
  


• ITSM Advanced   
  

Benefits