Lead ITSM Developer – BMC Helix Platform RFP-267751-1

emagine Polska is hiring for a Senior Lead ITSM Developer role supporting operations in Pune, focusing on BMC Helix Platform solutions including ITSM, Digital Workplace, and Innovation Studio.

• Expertise in ITIL processes and IT Service Management.
• Experience with BMC Helix Platform including ITSM, Digital Workplace, and Innovation Studio.
• Strong skills in incident and service request management, SLA/OLA adherence.
• Ability to design, develop, and configure scalable workflows and automations.
• Experience in technical leadership, including supervision and coaching of junior developers.
• Knowledge of GCC delivery models, standards, and governance.
• Competence in release management and service transition.
• Skills in performance optimization and platform lifecycle management.
• Proficient documentation and communication skills.
• English language proficiency at B1 level.

• Handle incidents and service requests in BMC Helix following ITIL processes and SLA/OLA targets.
• Diagnose issues, perform troubleshooting, and apply fixes/workarounds.
• Update tickets with accurate categorization, impact/urgency, actions taken, and user communications.
• Monitor assigned queues, follow up on pending items, and escalate critical cases per procedure.
• Contribute to knowledge articles and recurring-issue reduction by documenting resolutions and proposing improvements.
• Design, develop, and configure solutions on the BMC Helix Platform (ITSM, Digital Workplace, Innovation Studio).
• Build and optimize business workflows, automations, and service management processes.
• Deliver scalable, secure, and maintainable configurations and customizations.
• Translate IT Services requirements into efficient, standardized workflows aligned with ITIL and internal frameworks.
• Continuously improve workflows to enhance user experience and operational efficiency.
• Provide technical management and supervision of junior developers.
• Perform code and configuration reviews, ensuring adherence to best practices.
• Drive knowledge sharing, coaching, and capability development within the team.
• Align development activities with GCC delivery models, standards, and governance.
• Collaborate with GCC Operations to ensure consistency, scalability, and global delivery alignment.
• Support release management, service transition, and operational readiness.
• Act as subject matter expert for the BMC Helix Platform.
• Define and enforce development standards, documentation, and governance practices.
• Support platform lifecycle activities including upgrades, patches, and performance optimization.

The data controller is emagine located in Warsaw, Poland. Candidates have rights concerning their personal data processing, including access, correction, deletion, and objection. Personal data is processed for recruitment purposes and will be retained until the recruitment is concluded or consent withdrawn. Submission of mandatory data required by Polish labor law is obligatory; refusal may prevent participation in recruitment.