Typical Tasks
- Conduct requirements gathering sessions to map existing manual workflows to SMAX "Best Practice" processes.
- Configure the Service Portal interface to ensure a user-friendly request experience for employees.
- Build automated workflows using the SMAX "Codeless" engine to streamline approvals and task assignments.
- Set up the Service Catalog by defining service offerings, fulfillment plans, and user entitlement rules.
- Integrate SMAX with external data sources or tools using the On-Premises Bridge (OPB) or REST APIs.
Responsibilities
- Act as the lead advisor to the client on aligning their business operations with ITIL 4 standards.
- Bridge the gap between business needs and technical configuration to ensure the tool solves real-world problems.
- Maintain the integrity of the Configuration Management Database (CMDB) to ensure accurate asset tracking.
- Manage the deployment lifecycle of the SMAX environment from initial sandbox testing to production rollout.
- Enable client self-sufficiency by delivering tailored documentation and administrator training sessions.
Technical Skills
- Proficiency in the OpenText SMAX platform and its Studio configuration environment.
- Deep understanding of ITIL framework components such as Incident, Change, and Request Management.
- Mastery of the SMAX Expression Language for creating complex business logic and validation rules.
- Experience with integration technologies including REST API, JSON, and the On-Premises Bridge (OPB).
- Familiarity with containerized deployments using Docker and Kubernetes, as SMAX is microservices-based.