Helix Itsm Premier Support Specialist

The Premier Support Specialist (PSS) is a designated resource who acts as a technical advisor to understand the customer’s environment and participates in project release milestones for installs, upgrades, patches, etc. The PSS drives open issues to closure, advocates for enhancement requests, and engages BMC escalation procedures with customer engineering as required. For Severity 1 (Critical) issues impacting the customer production environment, the PSS conducts a root‑cause analysis and presents results to the customer.The PSS builds and maintains a designated customer Test Lab Environment for reproducing and testing customer application support related issues and for testing patches provided by customer engineering. The PSS proactively notifies the customer of patches required for BMC products under Premier.Keys to successfully performing the PSS role include mitigating customer risk, sharing best practices with other PSSs, and providing customer value through innovative premier de...