Provide guidance to the organization on installing, updating, enhancing and repairing the ITSM system (BMC- Helix )
Gather and assess customer needs by working closely with end users and business units.
Analyze customers and business unit requirements and make recommendations.
Identify the needs and requirements of the organization, create solutions to address end users and business units requirements.
Define the performance standards and quality measurements for the technical set up.
Support the employees in learning the ways of handling the ITIL Processes .
Optimized Interaction, Incident, Problem, Change Management, Configuration Management, and Service Level management based on the ITIL framework. Starting up project for ITSM Manager and general compliance with Remedy -BMC Software portfolio.
Design, Installation, Customization, and support of BMC-Helix products and Remedy ?BMC Service Manager.
Create and assist in the creation of document templates including reusable contents that related to implementation projects.
Lead and manage implementation activities.
Help maintain development, testing and staging environment of various management solutions used mainly for prototyping production?s environments.
