Job ID: TX-52919083 (97091214)
BMC Helix Digital Workplace Product Support Analyst with Knowledge Base Articles, service requests, ITSM and Remedy OnDemand/BMC Helix experience
Location: Austin TX (HHSC)
Duration: 4 months
Minimum Requirements:
YearsRequired/PreferredExperience
4RequiredDeveloping, implementing, and maintaining Knowledge Base Articles
4RequiredDeveloping, implementing, and maintaining Service Requests
4RequiredProduct support experience related to IT Service Management initiatives
4RequiredRemedy OnDemand/BMC Helix product experience
1PreferredRemedy OnDemand/BMC Helix Digital Workplace experience
The BMC Helix Digital Workplace Product Support Analyst II is an Information Technology (IT) position and will require the planning, coordination, requirements gathering, business analysis, specifications development, and system implementation of moderate to complex business solutions. Focusing on top call drivers, the BMC Helix Digital Workplace Product Support Analyst II will coordinate and collaborate with various HHS groups to gather requirements, complete specifications development, and then plan, monitor, and report project status for the development, testing, and implementation of new IT Service Requests. The BMC Helix Digital Workplace Product Support Analyst II will plan, coordinate and collaborate with various HHS groups to draft, test, and promote to production new IT Self Service How To Knowledge Base articles for non-IT Customers. The BMC Helix Digital Workplace Product Support Analyst II will plan, coordinate and collaborate with various HHS groups to gather requirements, complete specifications development, and then plan, monitor and report project status of future moderate to complex BMC Helix Digital Workplace Enhancement projects. Troubleshoot product and service concerns; communicate ongoing problems and fixes internally and with customers; report on product and service problems; guide customers on product features, product selection and configuration and implementation; other duties as assigned.
4 or more years of experience in the development and implementation of Service Requests and Knowledge Base Articles within an IT Service Management tool. Familiar with standard concepts, practices, and procedures within a IT Service management tools. Relies on limited experience and judgment to plan and accomplish goals. A certain degree of creativity and latitude is required. Works under limited supervision with considerable latitude for the use of initiative and independent judgment.