SM&O-Senior Associate (Solution Engineer- BMC Helix)

Job Requirements and Preferences: 
 
Basic Qualifications: 
 
Minimum Degree Required:   
Bachelor Degree 
 
Required Fields of Study:  

Computer and Information Science, Management Information Systems 
 
Minimum Years of Experience: 5 Years 

Certification(s) Preferred:  

• ITIL 4 

• BMC Certified Associate – Helix ITSM, additional Service management related certifications 

Preferred Knowledge/Skills: 

Demonstrates intimate-level abilities and/or a proven record of success managing efforts with identifying and addressing client needs including: 

• Experience implementing BMC Helix ITSM and related service management, ITAM, ITOM modules across different client environments; 

• Experience implementing industry leading discovery technologies (SCCM, ServiceNow, Splunk, Dynatrace, etc.), including configuring integrations between these tools and the BMC Helix product suite; 

• Experience deploying and integrating BMC Helix Discovery, or related discovery technologies, including configuring integrations with downstream IT monitoring and observability tools  

• Experience implementing business and technical architectures related to ITSM Transformations; 

• Experience developing technical implementation documentation and tool deployment configuration guides; 

• Experience developing custom-built ITSM request forms and process workflows within the BMC Helix ITSM tool; 

• Experience configuring the ecosystem of tools integral to ITSM Transformations; 

• Configure and implement solutions within BMC Helix products to satisfy IT process and control requirements in a proven and efficient way; 

• Experiencing configuring tools to allow for capturing full IT asset footprints within AMDB and CMDB, including configuring integrations between BMC Helix tooling and common asset configuration tools (SCCM, JAMF, etc.)  

Demonstrates intimate-level abilities and/or a proven record of success in the following areas: 

• Identifying and developing opportunities to assist clients with necessary technical solutions; 

• Bringing together the right technical perspectives while integrating feedback from clients and team members; 

• Communicating complex information simply; 

• Approaching new projects with an open mind; 

• Believing empathy for coworkers and customers is key to your success; 

• Valuing learning from mistakes and ask for help when needed; 

• Persevering through challenges; and, 

• Believing in the value created by diverse teams and can adapt to a variety of working styles. 

Demonstrates intimate-level abilities and/or a proven record of success in the following areas: 

• IT Service Management, ITIL 4; 

• IT Asset Management; 

• BMC Helix ITSM; 

• ServiceNow/BMC Helix/Jira Service Management (implementations, transformations, etc.);  

• Cloud Platforms (Amazon Web Services (AWS), Azure, GCP); 

• Cloud and Asset Discovery, including tagging integration and federated configuration; 

• Cloud Application Performance Monitoring (APM); 

• Cloud AI Ops / AI Monitoring;