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Technical Lead

JD 3


Job Summary

We are seeking a Technical Lead with 3 to 5 years of experience in BMCHelix Remedy-DWP&SmartIT and BMCHelix Remedy. The ideal candidate will have a strong background in service desk operations. This hybrid role requires a proactive individual who can effectively manage day-to-day technical operations ensuring seamless service delivery and contributing to the companys mission of enhancing customer satisfaction.


Responsibilities

  • Lead the technical implementation and support of BMCHelix Remedy-DWP&SmartIT solutions to ensure optimal performance and user satisfaction.
  • Oversee the integration of BMCHelix Remedy with existing service desk systems to streamline operations and improve efficiency.
  • Provide expert guidance and troubleshooting support for complex technical issues related to BMCHelix Remedy applications.
  • Collaborate with cross-functional teams to design and implement innovative solutions that enhance service desk capabilities.
  • Ensure compliance with industry standards and best practices in all technical operations and service desk activities.
  • Develop and maintain comprehensive documentation for all technical processes and configurations to facilitate knowledge sharing and continuity.
  • Monitor system performance and proactively identify areas for improvement to enhance overall service delivery.
  • Conduct regular training sessions for service desk staff to ensure they are equipped with the necessary skills and knowledge.
  • Coordinate with vendors and third-party providers to resolve technical issues and implement new features or updates.
  • Analyze service desk metrics and reports to identify trends and areas for improvement driving continuous enhancement of service quality.
  • Participate in strategic planning sessions to align technical initiatives with organizational goals and objectives.
  • Foster a culture of innovation and continuous improvement within the technical team to drive excellence in service delivery.
  • Support the development and execution of disaster recovery and business continuity plans to ensure service resilience.

    • Qualifications

  • Possess strong expertise in BMCHelix Remedy-DWP&SmartIT and BMCHelix Remedy with a proven track record of successful implementations.
  • Demonstrate in-depth knowledge of service desk operations and best practices with the ability to apply this knowledge effectively.
  • Exhibit excellent problem-solving skills and the ability to troubleshoot complex technical issues efficiently.
  • Show proficiency in integrating BMCHelix Remedy with other systems and tools to enhance service desk functionality.
  • Display strong communication and collaboration skills with the ability to work effectively in a hybrid work model.
  • Have a proactive approach to identifying and addressing potential technical challenges before they impact service delivery.
  • Maintain a commitment to continuous learning and staying updated with the latest developments in BMCHelix technologies.

    • Certifications Required

  • BMC Certified Professional: Helix ITSM ITIL Foundation Certification

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    What we offer

    • The chance to work with impact. Here, you’re empowered to bring your biggest thinking to help our company and clients improve everyday life.
    • Ownership over your career. Stay at the top of your game through our award-winning learning and development ecosystem. And when your ambitions change or we offer new opportunities, we help you pivot by providing reskilling, on-the-job learning and guidance to find new roles that might be a better fit.
    • The opportunity to thrive on a high caliber team with heart. We celebrate each other’s experiences and perspectives and promote a sense of belonging through our affinity groups and diversity and inclusion initiatives.
    • A comprehensive total rewards package, including a competitive salary and pension plan with matching contributions.
    • Flexible health and financial benefits to support you and your eligible dependents—from day one.
    • True work-life balance. Be at your best through paid time off, flexible work arrangements, volunteering opportunities, social events, and so much more.  

    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 www.cognizant.com.

    Other employment-related information
    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, provincial or local laws.

    If you have a disability that requires reasonable accommodation to search for a job opening or submit an application, please email [email protected] with your request and contact information.

    While our system allows applications in all languages, job required language(s) and proficiency level(s) vary. However, basic English proficiency is required for Company-wide communications purposes. Further, for roles located in Quebec, professional English proficiency is required to communicate with our global clients. 

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