Erasmith
Website:
erasmith.com
Job details:
Company Description
Erasmith is a leader in Cybersecurity, IT Service Management (ITSM), IT Operations Management (ITOM), and Digital Transformation, with over a decade of experience and a team of 100+ experts. Partnering with global technology leaders, Erasmith delivers secure, integrated, and automated solutions that enhance IT efficiency and digital growth. Our in-house product suite, HyphenEdge, specializes in enterprise integration, self-service analytics, and cloud-native ITSM platforms, offering AI-driven workflows and seamless automation. Recognized as a Great Place to Work and trusted by clients across industries, our mission is to be the partner of choice for enterprises seeking resilience and innovation. Join us in shaping the future of IT and security management.
Role Description
We are looking for an experienced BMC Helix ITSM Administrator / Operations Specialist with strong expertise in BMC Remedy / Helix ITSM administration, production support, platform operations, and ITSM process management. The role involves supporting enterprise-scale ITSM environments, ensuring platform stability, managing configurations, and driving operational excellence across ITSM processes.
Role: BMC Helix ITSM Administrator / Operations Specialist
Experience Required: 2–10 Years
Location: Pune
Key Responsibilities:
- Administer, configure, and support BMC Helix ITSM / Remedy platform in enterprise environments
- Manage and support ITSM modules including Incident, Problem, Change, Asset, CMDB, Knowledge, and Request Management
- Perform user administration, access management, role assignments, and environment maintenance
- Configure workflows, approvals, notifications, SLAs, escalations, and operational rules
- Handle production support activities including troubleshooting, incident resolution, root cause analysis, and performance optimization
- Support AR System, Mid Tier, Developer Studio, and related platform components
- Monitor application health, integrations, scheduled jobs, and operational stability
- Work closely with business and support teams for enhancements, issue resolution, and continuous service improvements
- Support deployments, testing, UAT, go-live activities, and hypercare operations
- Prepare operational documentation, SOPs, and knowledge transfer materials
Required Skills & Experience:
- 2–10 years of hands-on experience with BMC Remedy / BMC Helix ITSM administration and operations
- Strong understanding of ITSM processes aligned with ITIL framework
- Hands-on experience with:
- AR System Administration
- Mid Tier Administration
- Developer Studio
- Workflow Configurations
- SLAs and Notifications
- User and Access Management
- Troubleshooting and Production Support
- Experience in enterprise ITSM operations and support environments
- Good understanding of CMDB concepts, CI relationships, and operational governance
- Exposure to SQL, reporting, and system monitoring activities
- Strong analytical, communication, and stakeholder management skills
Good to Have:
- Exposure to BMC Helix Digital Workplace (DWP), Discovery, Smart Reporting, and ITOM solutions
- Experience with REST APIs, integrations, LDAP/SSO configurations
- Experience in on-prem Remedy to Helix migration projects
- ITIL v4 or BMC certifications
Education:
- Bachelor’s degree in Information Technology, Computer Science, or equivalent
Why Join Us:
- Opportunity to work on enterprise-scale ITSM transformation programs
- Exposure to cutting-edge BMC Helix solutions and large-scale environments
- Collaborative and growth-oriented work culture
- Opportunity to work with global clients and complex digital transformation initiatives
Click on Apply to know more.