Lead ITSM Developer – BMC Helix Platform RFP-267751-1

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Description

Goals and deliverables ITSM Incident & Service request operational Management Handle incidents and service requests in BMC Helix, from logging and triage to resolution and closure, following ITIL processes and SLA/OLA targets. Diagnose issues, perform troubleshooting, apply fixes/workarounds. Update tickets with accurate categorization, impact/urgency, actions taken, and user communications. Monitor personal/assigned queues, follow up on pending items, and escalate time‑critical cases per procedure. Contribute to knowledge articles and recurring-issue reduction by documenting resolutions and proposing improvements. Development & Configuration Design, develop, and configure solutions on the BMC Helix Platform (ITSM, Digital Workplace, Innovation Studio) Build and optimize business workflows, automations, and service management processes Deliver scalable, secure, and maintainable configurations and customizations Workflow & Process Alignment (IT Services) Translate IT Services requirements into efficient, standardized workflows Ensure alignment with ITIL practices and internal service management frameworks Continuously improve workflows to enhance user experience and operational efficiency Technical Management & Oversight Provide technical Management and supervision of junior developers Perform code and configuration reviews, ensuring adherence to best practices Drive knowledge sharing, coaching, and capability development within the team GCC Operations Integration Align development activities with GCC delivery models, standards, and governance Collaborate with GCC Operations to ensure consistency, scalability, and global delivery alignment Support release management, service transition, and operational readiness Platform Governance & Expertise Act as subject matter expert for the BMC Helix Platform Define and enforce development standards, documentation, and governance practices Support platform lifecycle activities (upgrades, patches, performance optimization)

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