• Analyze and capture customer requirements, ensuring a clear understanding of ITSM needs.
• Design and implement custom workflows in BMC Helix ITSM, including process automation.
• Develop and optimize ITSM solutions, including incident, problem, change, and service request management.
• Perform system configurations, customizations, and enhancements to meet business needs.
• Work with cross-functional teams, including developers, service managers, and business users, to ensure successful ITSM implementations.
• Develop and maintain technical documentation, including workflow designs, process mappings, and solution blueprints.