Alternative Channel System Support - Kuwait

Job Desc:

BMC Helix ITSM

• Administer and support all ITSM modules in use: Incident, Problem, Change, Service Request, Knowledge, Release, and SLM.
• Manage workflows, approval chains, assignment rules, notifications, and escalation policies.
• Create, modify, and retire service catalog items and request definitions
• Maintain foundation data: support groups, people records, roles, permissions, categorizations (Tier 1/2/3), and operational categorizations.
• Configure and tune SLAs, OLAs, and business hours per service tier.
• Build and maintain dashboards, Smart Reporting reports, and KPIs for IT management.

CMDB Management

• Administer the data model, classes, attributes, relationships.
• Define and enforce CI lifecycle, naming standards, and data ownership rules.
• Manage reconciliation jobs, normalization rules, and identification rules to maintain a single trusted source of truth.
• Monitor and report on CMDB health metrics: completeness, correctness, compliance, and CI relationship accuracy.
• Manage data feeds from Discovery and other monitoring tools

BMC Helix Discovery

• Administer Discovery appliances/pods, scanner credentials, and scan schedules.
• Configure and maintain scan ranges, credential vaults, and discovery patterns
• Maintain and tune the CMDB Sync mapping between Discovery and CMDB.
• Investigate and resolve discovery gaps, credential failures, and unrecognized software.

Incident, Problem & Change Support (Application Support Layer)

• Act as L2 application support for the Helix platform itself (not the business incidents inside it).
• Triage and resolve platform incidents within agreed SLAs.
• Conduct Root Cause Analysis (RCA) for major platform incidents.
• Submit and execute Changes through Burgan Bank’s CAB process.
• Participate in DR drills and ensure Helix is part of the bank’s BCP/DR plan.