Technical Support Analyst- ITSM
- BMC Software
- 3 - 6 years
- Pune
- 4 months ago
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Job Description
- You will be managing customer expectations and competing priorities and conducting research on customer incidents to help create Knowledge Articles, reusable solutions, and other duties as assigned.
- You will be escalating issues and works directly with Research and Development to resolve complex support problems.
- You will be using professional concepts and company policies and procedures to solve a wide range of difficult problems in imaginative and practical ways and exercising systematic proficiency in some specialized skills which display depth and breadth within a single BMC application OR several BMC applications/technologies.
- You will be troubleshooting intermediate to advanced problems and recommends appropriate actions and providing support case follow-up until resolution, ensuring proper escalation procedures are followed for unresolved issues
- As every BMC employee, you will be given the opportunity to learn, be included in global projects, challenge yourself and be the innovator when it comes to solving everyday problems.
- You can embrace, live and breathe our BMC values every day!
- You Should 6+have experience handling BMC Remedy ITSM across modules ARS/SRM/SLM/ SmartIT/Smart Reporting/CMDB/DWP/SSO customers from consultancy and support standpoint.
- You have in depth troubleshooting and analytical knowledge in these BMC product areas.
- You have bachelors degree from any stream Full Time
- You are comfortable with Periodic weekend work (will likely be required).
Job Classification
Industry: Software ProductFunctional Area / Department: IT & Information SecurityRole Category: IT SupportRole: IT Support - OtherEmployement Type: Full timeContact Details:
Company: BMC SoftwareLocation(s): Pune
Keyskills: cmdb remedy itsm bmc remedy itsm troubleshooting oracle pay remedy problem management change management control-m sql production support technical support java active directory incident management application support linux windows server unix itil
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