ITSM Platform Specialist

1 week ago

Cairo, Cairo, Egypt Dar Full time 30,000 - 60,000 per year

Company Overview
:

Dar, the founding member of the Sidara group, is an international multidisciplinary consulting organization specializing in engineering, architecture, planning, environment, project management, facilities management, and economics. Sidara operates in 60 countries with 20,500 professionals, Dar connects people, places, and communities through innovative solutions to the world's most complex challenges. We deliver projects from inception through completion, embracing challenges to empower communities worldwide. Learn more at

Our Vision and Values:

We aspire to be the chosen home of those with a gift for crafting solutions that empower people and an unwavering passion for learning and innovation. Our core values shape our culture and guide our decision-making. We are committed to:

  • Excellence
  • Responsibility
  • Empowerment
  • Connectivity
  • Courage

About the Role:

We are seeking a skilled
ITSM Platform Specialist
to support the BMC Helix ITSM solution at Dar. This role requires a deep understanding of BMC platforms, hands-on configuration and integration experience, and the ability to translate business requirements into technical solutions including AI capabilities.

Note that this role is on
BMC Helix On Prem
version.

Responsibilities:

  • Integrate
    AI
    capabilities available in
    BMC Helix
    to maximize the experience and the overall ITSM platform value for both end-users and IT.
  • Contribute in defining relevant KPI's. Implement & Measure KPI's on BMC Helix.
  • Coordinate with internal teams and external vendors to manage service requests and ensure adherence to SLAs.
  • Work closely with the IT team to gather functional ITSM requirements and Implement on BMC Helix.
  • Analyze operational data to identify trends, bottlenecks, and areas for improvement in service processes.
  • Proactively identify opportunities for automation and process optimization to reduce manual intervention and increase operational efficiency
  • Perform upgrades, patches, and migrations of BMC applications.
  • Develop automation scripts and workflows to improve functional efficiency as needed.
  • Provide documentation, training, and support to end users and IT teams.
  • Collaborate with all stakeholders and IT teams to ensure timely results.

Requirements:

  • 3-5 years of strong experience working with BMC Remedy / Helix.
  • Strong expertise in BMC CMDB, Smart IT, or Remedy/Helix ITSM.
  • Experience in ITSM, ITIL processes, and incident/change/problem management.
  • Proficiency with integration tools and APIs (REST/SOAP, Web Services).
  • Scripting skills (JavaScript, Python, or Shell) are a plus.
  • Ability to work independently and within a team environment.

Preferred Qualifications:

  • BMC Certifications (e.g. BMC Certified Administrator).
  • Knowledge of DevOps, Agile methodologies, or automation tools will be additional plus.

Education:

  • Bachelor's degree in Computer Science or Information Technology.

Kind Note:

**
While we carefully review all applications, only candidates who meet the specified requirements will be contacted for further consideration. We appreciate your understanding and thank you for your interest
.

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