itsm

About the Role:

We are looking for a Lead System Administrator to join our team. As a member of our IS&T department, you will be responsible for providing Windows, Linux, AWS, Kubernetes, Docker & Virtualization support on VMware & Cloud technology.

• Develop, configure, and maintain ITSM workflows, modules, and integrations.
• Implement automation and AI/ML-driven solutions (chatbots, predictive service management, workflow optimization) to improve service outcomes.
• Partner with stakeholders to gather requirements, design scalable solutions, and deliver enhancements.
• Ensure ITIL-aligned processes (Incident, Problem, Change, Request, Knowledge) are effectively supported and optimized.
• Provide advanced technical support for ITSM platforms, including complex troubleshooting, root cause analysis, and resolution of high-priority issues.
• Collaborate with operations teams to ensure platform reliability, performance tuning, and proactive monitoring.
• Integrate ITSM platforms with enterprise applications, monitoring tools, and cloud services.
• Mentor junior team members and contribute to development best practices.
• Stay updated on emerging ITSM, AI, and automation trends to propose innovative solutions.

About You:

To succeed in this role, you will need:

• Bachelor's degree in computer science, Information Systems, or equivalent experience.
• 5+ years of hands-on ITSM development experience (BMC Helix ITSM - Digital Workplace (DWP), Business Workflow).
• Proficiency in programming/scripting (Java, JavaScript, Python, SQL, REST APIs).
• Proven track record in implementing automation within ITSM platforms.
• Solid understanding of ITIL practices and enterprise IT operations.
• Experience in system integrations across ITSM and enterprise ecosystems.
• Experience providing advanced production support, including incident resolution, performance troubleshooting, and issue prevention strategies.
• Hands-on experience with BMC Helix ITSM / BMC Remedy development and administration.
• Hands-on experience with BMC Innovation Studio.
• Exposure to AI/ML in ITSM (intelligent routing, NLP chatbots, predictive analytics).
• Familiarity with cloud platforms (AWS, Azure, GCP) and containerized deployments (Docker, Kubernetes).
• ITIL v3 or v4 Certification.