ITSM Consultant

About Fusion:

Fusion GBS is a global leader in service management. We support organizations in transforming their operations through data-driven insights, scalable digital solutions, and proven methodologies. With over 25 years of experience, we deliver measurable outcomes across industries and simplify complex challenges to accelerate digital change.

Job Title:

ITSM Consultant

Job Description:

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 at all levels within the operations and delivery group is a key part of the role, as is creating an outstanding customer experience.

Key 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, including permissions and row-level restrictions.

• Use Data Management tools to import data into Remedy applications, including foundation, process setup, and 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, including workflow, UI, and forms, as required.

• Implement Remedy workflow, UI, form, and administration changes.

• Use BMC Service Level Management Maintenance tools, including log viewing and password encryption.

• Use BMC Remedy AR System Maintenance tools for troubleshooting.

• Review system logs, including Filter logs and SQL logs, to diagnose failures.

• Use BMC Discovery command-line utilities for configuration and data gathering.

• Perform TrueSight Operations administration, including SLAs, monitoring policies, and integrations.

• Manage TrueSight Orchestration environments, including Grid Manager operations, modules, adapters, and content promotion.

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, including foundation data and 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 BMC CMDB.

• Experience with BMC Discovery.

• Experience with BMC TrueSight Operations.

• Experience with BMC TrueSight Orchestration.

• Experience using Microsoft Office applications.

Skills:

Technical Skills

• Troubleshooting and incident resolution skills.

• Ability to configure, integrate, and customise BMC Remedy/Helix solutions.

• Ability to work with APIs, such as the Atrium CMDB API, data import tools, and Discovery utilities.

• Ability to interpret technical logs, including Filter logs, SQL logs, and AR System logs.

• Ability to manage TrueSight Operations and Orchestration components.

• Strong analytical and problem-solving skills.

Communication & Professional Skills

• Strong written, verbal, and telephone communication abilities.

• Outstanding customer service skills.

• Ability to interact with stakeholders across different business roles.

• Ability to organise workload effectively and deliver within agreed timelines.

• Ability to work effectively in a dynamic and fast-paced environment.

• Self-motivation, initiative, reliability, and teamwork.

Qualifications:

• Honours Degree and/or commercial hands-on experience with BMC products.

Fusion GBS is an equal-opportunity employer. We welcome applicants of all genders, backgrounds, identities, and experiences.

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Find out more about Fusion GBS here, and for more opportunities, take a look at our job listings page.