ITSM Consultant

About Fusion:
Fusion Global Business Solutions is an internationally experienced system house for all questions relating to digital enterprise management and IT service management. We offer technological and conceptual solutions for automation, Robotic Process Automation (RPA), service management, multi-cloud management and the digitalization of non-IT processes. Fusion has enjoyed more than 24 years of success and continues to grow consistently. This track record is the result of Fusion’s singular focus on delivering the skills, professionalism, and integrity that produce successful outcomes for our customers.
Fusion employs a multicultural team on three continents with vast experience in BMC Solutions. Our global service and support are delivered by our unique combination of onshore, near-shore, and offshore resources.
Fusion delivers measured outcomes for our customers with AI-powered service management and operations. We are trusted advisers to more than 250 organizations across the globe and we have delivered more than 4,000 projects with a 100% delivery success record.
As the world’s largest partner of BMC Software and a strategic partner of Automation Anywhere, we trust in the tools and solutions of these market-leading manufacturers. We have a long-standing and exclusive partnership with them. The mutually complementary products of our partners create the basis for us to combine internationally successful applications into individual solutions for an optimal result. To round off our range of services efficiently and effectively, the Fusion Global Business Solutions Group has a number of its own developed products.

About the role:
• Install, Configure, Develop, Integrate BMC Remedy ITSM suite configurations and customisations as
per Customer requirements
• Understand the business use of the ITSM configurations / customisations
• Proactively manage technical relationship according to the customers business priorities with an eye to
Avoiding business-critical situations and maximizing the solution value
• Understand the downstream uses and impact of ITSM Configuration in follow-on reporting and interface
applications.
• Good experience of working on the whole ITSM suite including,
• Asset Management
• Incident Management
• Problem Management
• Change Management
• Knowledge Management
• Service Request Management and
• Service Level Management
• Good experience of working on CMDB, Atrium Integrator, Pentaho Spoon
• An ideal candidate will have worked on various versions of ITSM including 7.6.04, 8.x and 9.x, 18.x and
19.x
• Good experience and knowledge of integrations
• Good experience and knowledge of BMC Smart IT, DWP (aka My IT) and DWP Catalog (aka Service
Broker)
• Knowledge of Databases, Windows, Linux
• Excellent verbal and written communication skills – ability to interact and communicate with customer
to drive client value
• A proven ability to develop positive working relationships in a distributed team, and to create effective
collaboration with direct and extended team members is vital
• Accountable for meeting project deliverable deadlines taking ownership of the work
• Basic knowledge of the following- Databases, interfaces / webservices, OLAP reporting tools / pivot
tables
Qualification:
• 4+ years Remedy(7x-9x+) implementation experience
• Proven ability to work in a pressurised support environment
• 3+ years experiences with large Remedy ITSM environments
• Excellent analytical and problem-solving skills