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BMC Staff Specialist Technical Supp Analyst United States, Georgia, Atlanta 573950052
06.04.2024
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Description and Requirements
Technical Support Specialist - Remedy ITSM
BU Description:
Primary Roles and Responsibilities:
- Provides courteous, efficient, and professional technical support by phone and email to customers across a broad range of industries.
- Works beyond routine tasks, utilizing increasingly specialized knowledge of relevant BMC technologies.
- Exercises systematic proficiency in some specialized skills which display depth and breadth within a single BMC application OR several BMC applications/technologies.
- Troubleshoots intermediate to advanced problems and recommends appropriate actions.
- Uses professional concepts and company policies and procedures to solve a wide range of difficult problems in imaginative and practical ways.
- Provides support case follow-up until resolution, ensuring proper escalation procedures are followed for unresolved issues.
- Manages customer expectations and competing priorities.
- Conducts research on customer incidents to help create Knowledge Articles, reusable solutions, and other duties as assigned.
- Uses written communication skills to update case documentation as well as use, modify, and create knowledge base articles.
- Escalates issues and works directly with Research and Development to resolve complex support problems.
- May work on customer support-related projects as assigned.
- Periodic weekend work will likely be required.
Experience/ Qualifications:
- 5-15 Years of experience handling BMC Remedy ITSM across modules ARS/SRM/SLM/ SmartIT/Smart Reporting/CMDB/DWP/SSO customers from a consultancy and support standpoint.
- In-depth troubleshooting and analytical knowledge in these BMC product areas.
- Bachelor's degree from any stream – Full Time
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