Key Skills

Job Description

About the role This is a role core to stabilising and growing services support contracts with the customer, both Managed Service and Support and Maintenance. Building solid relationships in all levels within the operations and delivery group is a key part of the role as is creating an outstanding customer experience. Main Duties & Responsibilities: • Assess incoming Incidents in the support queue, assign according to the assignment matrix, and respond within SLA. • Follow up with customers on outstanding Incidents requiring customer input. • Perform day to day administration for Managed Service customers, including: User administration across supported toolsets Running daily checks and reporting results to stakeholders · Troubleshoot and resolve medium/low priority tickets, ensuring resolution SLAs are achieved. · Ensure customer satisfaction through timely and effective support. · Record time using Salesforce. · Contribute to special projects while maintaining core responsibilities. · Create and modify the BMC Remedy ITSM data access model (permissions, row level restrictions). · Use Data Management tools to import data into Remedy applications (foundation, process setup, transactional data). · Use BMC Atrium CMDB API to create, update, or delete configuration items (CIs) and their relationships. · Use BMC AR System Overlays to customise ITSM applications (workflow, UI, forms) as required. · Implement Remedy workflow, UI, form, and administration changes. · Use BMC Service Level Management Maintenance tools (log viewing, password encryption). · Use BMC Remedy AR System Maintenance tools for troubleshooting. · Review system logs (Filter logs, SQL logs) to diagnose failures. · Use BMC Discovery command line utilities for configuration and data gathering. · Perform TrueSight Operations administration (SLAs, monitoring policies, integrations). · Manage TrueSight Orchestration environments (Grid Manager operations, managing modules/adapters, promoting content). Knowledge: · Knowledge of BMC Remedy/Helix administration, configuration, and customisation. · Understanding of CMDB concepts, CIs, and relationship modelling. · Knowledge of BMC Discovery operations and configuration. · Understanding of TrueSight Operations and TrueSight Orchestration environments. · Understanding of ITSM practices, SLAs, incident lifecycle, and support workflows. · Knowledge of data import processes (foundation data, transactional data). · Understanding of access models, permissions, and row‑level security in ITSM tools. · Familiarity with PMO procedures and structured project processes. · Understanding of system logs and troubleshooting methods in AR System. Experience: · Experience with BMC Remedy/Helix administration, configuration, and basic development. · Experience with ITSM. · Experience with ITOM (Desirable) · Experience using Microsoft Office applications. Skills: · Technical Skills o Troubleshooting and incident resolution skills. o Ability to configure, integrate, and customise BMC Remedy/Helix solutions. o Ability to work with APIs (e.g., Atrium CMDB API), data import tools, and Discovery utilities. o Ability to interpret technical logs (Filter logs, SQL logs, AR System logs). o Strong analytical and problem‑solving skills. · Communication & Professional Skills o Strong written, verbal, and telephone communication abilities. o Outstanding customer service skills. o Ability to interact with stakeholders across different business roles. o Ability to organise workload effectively and deliver within agreed timelines. o Ability to work effectively in a dynamic and fast‑paced environment. o Self‑motivation, initiative, reliability, and teamwork. .Qualifications: · Honours Degree and/or commercial hands‑on experience with BMC products. Requirements: 🔹 EU residency required 🔹 Must be eligible for Security Clearance 🔹 Strong experience in ITSM, TSOM, and/or Discovery solutions ⚠️ Please note: Visa sponsorship is not available for this role. Fusion GBS is an equal‑opportunity employer. We welcome applicants of all genders, backgrounds, identities, and experiences.

Core Responsibilities

Manage customer support incidents and day-to-day administration for managed service customers, meeting response and resolution SLAs while maintaining strong customer relationships. Configure and troubleshoot BMC Remedy/Helix, CMDB, Discovery, TrueSight Operations, and Orchestration environments, including data imports, access models, workflows, integrations, and system logs.

Requirements

Candidates need strong hands-on experience with BMC Remedy/Helix administration, configuration, and basic development, along with ITSM knowledge; ITOM experience is desirable. An honours degree and/or commercial hands-on BMC product experience is specified, and applicants must reside in the EU and be eligible for security clearance; visa sponsorship is unavailable.