Fusion Global Business Solutions — Scaling the Digital Business is looking to immediately strengthen the Global Support Team in UK.

We are seeking a motivated and skilled individual to join our team as:

Senior ITSM Support Consultant (m/f/d)

Fusion GBS helps organisations scale their digital business. We bring together people, technology, and data to improve how work flows across large enterprises. 

Our solutions make operations more efficient, services easier to use, and outcomes measurable. 

Who We Are

• More than 25 years of experience working with global enterprises
• A multicultural team of over 200 people across three continents 
• Trusted by over 250 customers worldwide, improving services used by more 
than 480 million people 

What We Do 

Fusion specialises in service and operations management, automation, and integration. We work with market leaders including BMC Software and BMC Helix, ServiceNow, and Jitterbit to deliver platforms that help organisations modernise their services, streamline processes, and design better experiences for customers and employees. 

Our approach ensures that every engagement is built around adoption and measurable impact, moving quickly from design into practice and delivering sustainable improvements.

 
Working at Fusion

At Fusion, our values shape everything we do: diversity, professionalism, collaboration, integrity, and impact. We believe that a diverse and inclusive workplace is essential to innovation and success. That’s why we’re committed to creating equitable opportunities for all, empowering our colleagues to thrive and contribute meaningfully.

As part of a growing and evolving business, you’ll join a team where your expertise and ideas help drive smarter solutions and scalable growth for leading organizations. Every role at Fusion contributes to our shared success and collective impact.

We foster a culture of professionalism and integrity, where collaboration across international teams and world-class partners drives real results. At Fusion, we invest in our people—supporting career development and personal growth alongside the success of our business.

Join us and be part of a company where values aren’t just words—they’re the foundation of everything we build together.

About the role:

This is a pivotal role and is core to stabilizing 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 this role as it is creating an outstanding customer experience. 

They are senior members of the Service Team and most always present a positive, supportive and professional approach.

Main Duties & Responsibilities:

• Assessing Incidents received into the support queue, assigning 
according to the assignment matrix and responding to customers 
within the response SLA 
• Managing incidents to resolution, ensuring that the customer is kept up to date with 
their actions 
• Troubleshooting BMC Application issues, using resources/tools such as Fusion and 
BMC Knowledge Base 
• Submitting tickets to BMC in the correct format and facilitating all calls/web 
meetings between BMC and the customer 
• Ensuring customer satisfaction 
• Working on P1 issues independently or with Service Delivery Managers offering 
expertise on a technical bridge 
• Subject matter expert for one or more BMC application 
• Mentoring Juniors 
• Medium sized changes and developments for Managed Service customers 
• Use of the Salesforce for time recording 
• Handle special projects with no degradation of ongoing assignments and 
responsibilities 
• Working out of hours where necessary 
• If needed working on site 
• Providing 24x7 support for customers on a rota basis

Skills:

• Outstanding customer service skills 
• Ability to read / speak English 
• Excellent written, verbal and telephone communication abilities 
• Strong interpersonal skills – must be able to interact with personnel in multiple 
business roles 
• Self-motivation and initiative 
• In depth understanding of BMC Applications to SME level
• Understanding of operating systems, Databases, TCP/IP and network communications 
• Understanding of Microsoft Office applications 
• Advanced Problem solving and analytical skills 
• Ability to prioritize workload and complete tasks within an agreed timescale 
• Cognizance of the workload of the rest of the team and proactively assisting with 
prioritization and technical suggestions to ensure Incidents are dealt with in the most 
effective manner 
• Ability to work under pressure 
• Ability to work independently 
• Technical skills in MS and Linux Server, as well in Kubernetes and Docker or other 
related tools are appreciated 

Qualifications:

• Honours Degree and/or significant commercial experience with BMC 
products 
 

Our Offer:

We are looking for a new team member to join our Global Support Team, with this role based in UK. The successful candidate will receive a market-competitive salary, extensive social benefits, an additional day off on their birthday, sports membership, and much more.

We offer comprehensive onboarding, training, and ongoing professional development to ensure you’re equipped to succeed and grow in your role.

Interested? We’d love to get to know you.

Please send your complete application documents to:
Fusion Global Business Solutions
Rosi Gonzalez Vinas

[email protected]

*To apply, simply click the button below and email us your CV

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