ITSM & BMC Remedy Expert - Service Delivery Champion

Fusion Global Business Solutions; Zuid-Holland; Vor Ort; EUR 65.000 - 90.000; Vollzeit

Zusammenfassung

Fusion Global Business Solutions is seeking an ITSM Administrator with strong BMC Remedy/Helix experience to stabilise and grow service support contracts. The role focuses on building solid relationships across operations and delivery to ensure outstanding customer experience.

You will manage incidents, perform daily admin tasks for Managed Services, and contribute to broader projects, leveraging Remedy, CMDB, and TrueSight tools to meet SLA targets.

Qualifikationen

• Knowledge of BMC Remedy/Helix administration, configuration, and customization.
• Understanding of CMDB concepts, CIs, and relationship modelling.
• Experience with ITSM practices, SLAs, incident lifecycle, and support workflows.

Aufgaben

• Assess incoming incidents in the support queue and assign per the assignment matrix.
• Follow up with customers on incidents requiring input to close tickets.
• Perform day-to-day administration for Managed Service customers (user administration, checks, reporting).
• Troubleshoot and resolve medium/low priority tickets within SLA targets.
• Record time and activities in Salesforce and related systems.
• Contribute to special projects while maintaining core responsibilities.
• Develop and modify Remedy ITSM data access models and permissions.
• Use data management tools to import data into Remedy applications.

Kenntnisse

Troubleshooting

Incident resolution

Stakeholder communication

Analytical thinking

Time management

Ausbildung

Honours Degree or equivalent with BMC products

Tools

BMC Remedy/Helix

Atrium CMDB API

TrueSight Operations

TrueSight Orchestration

AR System

Jobbeschreibung

Fusion Global Business Solutions is seeking an ITSM Administrator with strong BMC Remedy/Helix experience to stabilise and grow service support contracts. The role focuses on building solid relationships across operations and delivery to ensure outstanding customer experience.

You will manage incidents, perform daily admin tasks for Managed Services, and contribute to broader projects, leveraging Remedy, CMDB, and TrueSight tools to meet SLA targets.