Helix Configuration Engineer - ITSM & Catalog Configuration

Summary: We are seeking a skilled ITSM Configuration Specialist to optimize IT service management processes within the organization. This role focuses on ensuring effective service delivery and automation.

Responsibilities:

• Configure and manage core ITSM modules including Incident, Problem, Change, and Request Management.
• Design and configure Service Catalog and Digital Workplace offerings.
• Implement and customize workflow automation and approval processes.
• Define and manage SLAs (Service Level Agreements) and escalation mechanisms.
• Collaborate with stakeholders to gather requirements and translate them into ITSM solutions.
• Maintain and update configuration documentation and process guidelines.
• Ensure best practices in ITIL-based service management processes.
• Support continuous improvement initiatives for IT service delivery.

Key Requirements:

• Strong experience in ITSM module configuration.
• Hands-on expertise in Service Catalog and Digital Workplace configuration.
• Proficiency in designing workflow and approval processes.
• Experience in implementing SLA policies and service automation.
• Good understanding of ITIL framework and service management best practices.
• Strong analytical and problem-solving skills.
• Excellent communication and stakeholder management abilities.

Nice to Have:

• Experience with ITSM tools such as ServiceNow, BMC Helix, or similar platforms.
• ITIL certification (preferred).
• Prior experience in enterprise-level IT service management implementations.

Other Details: This role may involve remote work options and is intended for candidates with extensive experience in IT service management within a corporate environment.