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It Service Manager

2 weeks ago

Melbourne, Victoria, Australia Cognizant Full time

Position Summary:We are seeking a seasoned professional with 7 to 9 years of experience in BMC Helix technologies.
This position involves working in a hybrid model with rotational shifts, focusing on Smart Reporting, DWP & Smart IT, Dashboards, and Remedy.
The specialist will contribute to optimizing infrastructure processes and enhancing system performance, ensuring seamless operations and impactful results.Mandatory Skills:· BMC Helix Dashboards, BMC Helix Remedy, BMC Helix Remedy – DWP & SmartIT, BMCHelix Remedy- Smart Reporting, ITIL V4, Incident Management, Service Integration and Management.Duties and Responsibilities:Experience in development and integration of BMC Helix ITSM, Digital Workplace, Smart IT.Proficient in Remedy Workflow customizations using Developer Studio.Should have ITSM integration experience with external systems using different methodologies like REST API/ web service etc.Strong ITIL Framework concepts.Hand on experience on administration, configuration, troubleshooting BMC Remedy ITSM.Good communication (written & oral) & presentation skills, business analysis skills, self-initiated, quick learner.Understand client functional requirements and interfaces with Client & technical team to provide solutions to the clientDesign, develop, and maintain integrations from sources of record/tools to BMC CMDB· Design and develop Remedy workflow and code.
· Design, develop and maintain CMDB reconciliation and normalization logic.
· Integrate CMDB with multiple systems using Atrium Spoon and Atrium Integrator.
· CMDB admin activities including Data load, Normalization, Reconciliation, Precedence rules configuration etc.
· Knowledge of CMDB data dependencies with ITSM modules like Change Management and Incident Management etc.
· Design and Develop CMDB reports using Smart Reporting/BMC Helix Dashboards.
Good to have third party reporting tool knowledge e.g Power BI.
· Documentation on CMDB development, integration.
· CMDB enhancements and Developments on BMC SaaS Helix Platform.
· Configuration and Administration of OOTB BMC Helix CMDB· Effective communication· Drive and lead designs and development recommendations to standardize, improve or redesign processes.Recommend and implement changes to existing data model that will mature use of CMDB.Oversee project management activities to ensure alignment with organizational goals and objectives.Coordinate with key stakeholders to facilitate effective communication and project execution and Implement ITIL V4 practices to enhance service management and operational efficiency.Manage the BMCHelix CMDB to ensure accurate and up-to-date configuration data.
Identify and mitigate risks through comprehensive risk management strategies.
- Handle vendor management to ensure quality service delivery and maintain strong vendor relationships.Oversee the change lifecycle management process to ensure smooth transitions and minimal disruptions.Lead incident management efforts to quickly resolve issues and minimize impact on operations.
Develop and maintain service management processes to improve service delivery and customer satisfaction.Collaborate with cross-functional teams to address project challenges and drive successful outcomes.
Monitor project progress and performance to ensure timely completion and adherence to budget.Provide regular updates and reports to stakeholders to keep them informed of project status.
Ensure compliance with organizational policies and industry standards in all project activities.
· Possess strong expertise in ITIL V4 and its application in service management.
- Demonstrate proficiency in using BMCHelix CMDB for configuration management.
- Exhibit excellent skills in risk, vendor, and incident management.
- Have a proven track record in managing change lifecycle processes effectively.
- Show ability to engage and manage key stakeholders successfully.
- Display strong analytical and problem-solving skills to address project challengesQualifications & Certifications (Optional):· BMC Certified Professional in Helix ITSM, ITIL Foundation Certification Salary Range: >100,000Date of Posting: 14/August/2025Next Steps: If you feel this opportunity suits you, or Cognizant is the type of organization you would like to join, we want to have a conversation with you
Please apply directly with us.For a complete list of open opportunities with Cognizant, visit .
Cognizant is committed to providing Equal Employment Opportunities.
Successful candidates will be required to undergo a background check.
#LI-CTSAPACThe Cognizant community: We are a high caliber team who appreciate and support one another.
Our people uphold an energetic, collaborative and inclusive workplace where everyone can thrive.
Cognizant is a global community with more than 300,000 associates around the world.
We don't just dream of a better way – we make it happen.
We take care of our people, clients, company, communities and climate by doing what's right.
We foster an innovative environment where you can build the career path that's right for you.
About us: Cognizant is one of the world's leading professional services companies, transforming clients' business, operating, and technology models for the digital era.
Our unique industry-based, consultative approach helps clients envision, build, and run more innovative and efficient businesses.
Headquartered in the U.S., Cognizant (a member of the NASDAQ-100 and one of Forbes World's Best Employers 2024) is consistently listed among the most admired companies in the world.
Learn how Cognizant helps clients lead with digital at Cognizant is an equal opportunity employer.
Your application and candidacy will not be considered based on race, color, sex, religion, creed, sexual orientation, gender identity, national origin, disability, genetic information, pregnancy, veteran status or any other characteristic protected by federal, state or local laws.
Disclaimer: Compensation information is accurate as of the date of this posting.
Cognizant reserves the right to modify this information at any time, subject to applicable law.
Applicants may be required to attend interviews in person or by video conference.
In addition, candidates may be required to present their current state or government issued ID during each interview.