Job Role: BMC Helix ITSM Administrator
Location: Singapore
Duration: 12 months
(2 Headcounts)
Core Objective: To manage the day-to-day operations, administration, and development of the BMC Helix ITSM Suiteto support ITIL-based processes such as Incident, Change, and Request Management.
Key Responsibilities:
- Platform Administration: Manage the end-to-end Helix cloud instances and on-premises components for development, staging, and production/DR environments.
- Request Fulfillment Development: Develop, implement, and maintain Service Catalogue Service Request Definitions (SRDs)and associated approval workflows to empower user self-service.
- System Configuration: Perform enhancement and configuration changes to existing forms, User Interfaces (UI), workflows, and notifications as requested by NUS.
- Integration Management: Maintain and develop REST-based APIs, integration adapters, and plugins to ensure seamless connectivity with systems like LDAP, ADFS, and 2FA.
- Upgrades and Patching: Perform impact assessments for new releases, apply relevant patches, and manage all minor version upgrades.
- Reporting: Maintain and enhance operational dashboards and reports required for various ITIL processes.
Mandatory Requirements:
- Relevant Skillset: Demonstrated technical expertise specifically in the BMC Helix ITSM Suite.
- Presence: Must be a permanent, onsite resource to ensure immediate support and SLA compliance.
- Support: Must provide Level 2 and Level 3 engineering support and performance tuning for resource optimization.
