Sopra Steria Recruitment is working in partnership with a major public sector client in the UK. We are currently recruiting BMC ITSM Consultant to be based in Birminghamfor 4 Months.
Lead on the upgrade of our BMC Remedy Service Management Tool with the BMC Technical lead and assist with the configuration and set up of the Change Management module within Remedy, configuring the tool to enable us to progress and track Change Requests.
Manage the Service Desk coordinating resources to ensure all incident management calls and Service Requests are logged on the Incident Management System (Remedy). Manage closure or escalation of calls as appropriate. Ensure all calls are assigned appropriate priority and resolver group. Tasks include:
Maintain and monitor BMC Remedy Service Management software to ensure all Service Desk calls are resolved within target timescale.
Conduct regular service reviews with the internal team and suppliers.
Communicate planned and unplanned outages of services to all stakeholders providing appropriate information in a timely manner in each instance.
Provide ad-hoc management information on Incident Management as required.
Manage the review and analysis of incidents to identify recurring issues and update Problem Management and Knowledge Base.
Manage the review of Customer-facing material (including Service Catalogue and FAQs) to update and improve based on experience and outcomes.
Manage update of the Incident Management System status, provide updates to end-users throughout Change and Release activities
Please Note: Shortlisted candidates would be contacted via Call/Email.
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