BMC Helix/ITSM Administrator (Information Technology Specialist I)

Job Description and Duties With general direction provided by the Information Technology Supervisor II, the BMC Helix/IT Service Management systems Aministrator performs as the software expert for the Information Technology Service Management (ITSM) systems, which provide SCO with an automated means to document, track and report on information technology (IT) Service Desk, Incident/Change Management, Service Management, procurement, asset management, software licensing/management, and employee self-service. They will serve as primary technical expert responsible for the day-to-day administration, configuration, and continuous improvement of the BMC Helix SaaS platform which operates in a multi-tiered, complex client/server environment using personal computers, a SQL Server database, an Exchange electronic mail server, development, test and production environments/servers, several proprietary software products and web portal. Duties performed: (Candidates must perform the following functions with or without reasonable accommodations.) • Serve as co-administrator to maintain and operatate the service desk, asset management, and suite of software tools, to record and track historical and current data records specific to SCO’s IT Service Desk Operations asset management lifecycle. • Define and grant user access security permissions. • Design and maintain service catalog using business process, data workflows, screens, fields, and views. • Configure and/or maintain data integrations between BMC Helix and third-party systems as applicable to streamline workflows and automate tasks. • Collaborate with process owners to ensure appropriate business rules are implemented for data input. • Create and maintain the software configuration diagrams and version control documents. • Respond to and resolve all operational use, technical, and production software problems. • Plan, test, and implement new software releases, and patches to fix specific use functions. • Create and maintain all technical documentation and end user procedures. • Create and produce the most complex Ad Hoc data reports, using Crystal Reports or Helix Dashboards software, for management use in budget and IT replacement projections. • Provide and monitor software and data security access, rights, and authorization codes for all environments – development, test, and production. • Utilize BMC knowledge base and training courses to achieve technical competency and understanding of software features, versions, and new releases. • Use administrator rights and access to direct and control data flow between varying ITSM modules that require inter-application communication. • Analyze data to determine logical flow to and from the other software, through the database, development, test, and production environments, and hardware interfaces. • Recreate, identify root cause, test, and resolve all technical and production software. • Administer development, test, and production server hardware in which all software products are utilized. • Provide backup server operations and maintenance support, including startup and shutdown of hardware and software systems, security and network patches. • Troubleshoot and resolve system outages and resume online production operation, and interface connectivity to the Exchange server and the SQL database server. • Collaborate with SQL server database administrators on technical issues specific to data storage, capacity, software releases, security, and integrity. You will find additional information about the job in the Duty Statement. Special Requirements Take the required examination here: Information Technology Specialist I Examination Desirable Qualifications In addition to evaluating each candidate's relative ability, as demonstrated by quality and breadth of experience, the following factors will provide the basis for competitively evaluating each candidate: • Previous experience with system administration of an ITSM tool. • Knowledge of quality control principles and practices related to the deployment and configuration of system components. • Knowledge of SQL Query or other scripting language to assist with troubleshooting system issues. • Ability to develop detailed program specifications, analyze data and situations, reason logically and creatively. • Ability to identify problems, draw valid conclusions, and develop effective solutions. • Abillity to apply creative thinking in the design and development of methods of processing information with information technology systems. • Ability to establish and maintain cooperative relationships with those contacted in the course of the work • Ability to work under pressure, communicate effectively. • Ability to prepare effective reports and coordinate the activities of technical personnel.