Location: UCB Office, Bangalore, India
Job Summary
The incumbent will be part of Global Operational support team supporting the BMC ITSM platform for UCB. The role involves supporting users of UCB across multiple countries.
Functional responsibilities
Work on BMC Remedy IT Service Management (Version 9.1 and above) suite. Working in BMC Helix is an added advantage.
Design & set-up of operational support model for ITSM Processes (Incident, CMDB, Change, Problem, Service Request & SLM) in the ITSM Tool.
Ensure end to end Service Design for new IT Services and that new or existing Business Partners are fully integrated into the Support Model.
Identify Impact, evaluate and risk assessment of new projects from a Service perspective and manage operational risks resulting from change.
Contribute to the improvement of Service Transition processes and procedures and ensuring these are adhered to by all support and project teams.
Help in Service transitions from other geographical locations to CoE.
Manage User Permissions and Access in ITSM.
Job Qualifications
Education
Bachelor’s Degree in Computerscience or any related field
Certifications
Not Mandatory.
Experience
Hands-on working experience with CyberArk product portfolio (at least 2 years)
8+ years of equivalent experience.
Understanding of support best practices such as ITIL.
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.
Specific skills
The candidate has to be familiar with working in a validated (pharma-compliance requirements) system environment (e.g. change management processes and change management tools, documentation of work and system configuration).
Basic knowledge of a call logging system (BMC Remedy, etc.) should be available.
The candidate should be comfortable working closely with customers who are spread globally across many sites (Belgium, USA, Germany, UK, etc.).
Good logical troubleshooting and communication skills
Able to work with PowerBI
Experience in Helix ITSM support in different modules like Incident, Service Request, Service Level Management, Knowledge Management, Asset Management, Approvals, CMDB and Change Management modules. ITSM queue management.
Maintain Helix ITSM system through effective change control process as per applicable procedures.
Investigate and provide root cause/solution to Remedy problem tickets.
Experience in spoon job, data loader
Experience in Helix Smart IT, Digital Workplace in the Advanced version
Experience in Helix ITSM system integration with third party. Troubleshoot integration issues.
Monitor system operation and provide effective support to ensure system performance and availability.
Mandatory Skills
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.
Expected Qualities
Delivery-focused attitude and approach.
Excellent analytical skills, with keen attention to detail.
Experience of working in a large standards-based corporate environment where ability to work to tight deadlines is important.
Ability to work well both within a team and individually.
Exemplary English communication skills, both verbal and written.
Service Delivery mindset .
Flexible, proactive and adaptable to change.
Customer service orientation with ability to manage personal workload
Job Overview: Engineer to work with Engineering IT team for automation needs of engineering activities carried through various applications. Work...
Apply For This JobSystem Admin Candidate should have experience in managing computers and networks, CCTV, electronic machines, Documentation, follow-up etc Timings 8.5 hours...
Apply For This JobOpportunity to be a part of a world class and employee friendly work environment Advance your career with an enriching...
Apply For This JobAbout Accenture: Accenture is a global professional services company with leading capabilities in digital, cloud and security. Combining unmatched experience...
Apply For This JobQualifications, Experience & Skills: Experience working with Programming Languages (Cobol, CICS, JCL). Experience working with Microfocus, MQ Series. Experience in...
Apply For This JobJob Description Call/What’s App- +91-7428056763 Work with developers to design algorithms and flowchartsProduce clean, efficient code based on specificationsIntegrate software...
Apply For This Job