Alternative Channel System Support job in Kuwait

We are seeking a highly skilled and experienced Alternative Channel System Support Specialist to join our growing team. This role is ideal for a technical professional with strong expertise in ITSM platforms, CMDB management, and enterprise application support, particularly within BMC Helix environments.

• Administer and support all ITSM modules, including Incident, Problem, Change, Service Request, Knowledge, Release, and SLM
• Configure workflows, approval processes, assignment rules, notifications, and escalation policies
• Manage service catalog items, request definitions, and lifecycle updates
• Maintain foundation data, including support groups, roles, permissions, and categorizations
• Configure and optimize SLAs, OLAs, and business hours
• Develop dashboards, Smart Reporting reports, and KPIs to support IT management

• Administer and maintain the CMDB data model, including classes, attributes, and relationships
• Define CI lifecycle standards, naming conventions, and data ownership rules
• Manage reconciliation, normalization, and identification rules to ensure data accuracy
• Monitor CMDB health metrics such as completeness, accuracy, and compliance
• Oversee integrations and data feeds from Discovery tools and monitoring systems

• Manage Discovery infrastructure, including appliances, credentials, and scan scheduling
• Configure scan ranges, credential vaults, and discovery patterns
• Maintain CMDB synchronization mapping between Discovery and CMDB
• Investigate and resolve discovery issues, such as credential failures and unidentified assets

• Provide L2 support for the BMC Helix platform (system-level support, not end-user tickets)
• Troubleshoot and resolve platform-related incidents within defined SLAs
• Perform Root Cause Analysis (RCA) for major incidents
• Manage changes through the organization’s Change Advisory Board (CAB)
• Participate in Disaster Recovery (DR) drills and support business continuity planning

• Proven experience in BMC Helix ITSM, CMDB, and Discovery administration
• Strong understanding of ITIL processes and best practices
• Hands-on experience with workflows, integrations, and reporting tools
• Analytical mindset with strong problem-solving skills
• Ability to work in a structured, enterprise IT environment
• Excellent communication and documentation skills

If you are a motivated IT professional looking to advance your career in enterprise system support:

Submit your updated CV/profile to apply

Join our team and contribute to building a robust, efficient, and scalable IT service environment.