Support Consultant ( ITSM )

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 21 years of success and continues to grow consistently. This track record is the result of Fusions 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:

• Providing 3rd / 4th line Remedy ITSM Support
• Problem Isolation and Troubleshooting
• Directly manage or provide strong oversight to customer support issues
• Minimizes the backlog and aging of support issues without the need for the customer to escalate issues to see progress
• Provide implementation and post implementation customer support for customers
• Proactively manage technical relationship according to the customers business priorities with an eye to avoiding business-critical situations and maximizing the solution value
• Educate customers on known product issues that could affect the implemented solution
• Good experience of troubleshooting the whole BMC Helix ITSM suite, Service Level Management and Service Request Management
• Good experience of troubleshooting the BMC Atrium CMDB and Atrium Integrator
• Good experience of troubleshooting the BMC Helix Digital Workplace, BMC Helix Digital Workplace Catlog and BMC Helix Smart IT
• Good understanding of both BMC Helix (aka RoD) and On Premise implementations An ideal resource will have worked on various versions including 9.x, 18.x and 20.x
• Good to have knowledge of BMC Helix Business Workflows

Qualifications

• 3+ years Remedy (7x-9x) support/administration experience
• 2+ years customer facing experience
• Proven ability to work in a pressurised support environment
• 2+ years experiences with large Remedy environments Excellent analytical and problem solving skills Knowledge of Databases, Linux/Solaris