Apoorv Shroff

Experienced ITSM Professional with a decade of success in challenging environments. Known for delivering efficient solutions and leading teams with a creative and performance-oriented approach. Highly organized and customer-focused, with a strong track record in project management and team leadership.

• Experience- 10 Years 03 Months
• Tech stack- BMC Helix ITSM,CMDB,DWP,Innovation Suite,Remedy

• BMC Digital Workplace Catalog Advanced
• BMC Helix ITSM
• BMC Helix Addons

• ServiceNow Development
• Helix Operation Management
• JavaScript Principles

Helix Developer/Integration/Upgrades

• Lead the implementation of Helix ITSM solutions, including setup, customization, and integration with HAM, Power BI and other systems.
• Established clear communication channels between stakeholders, facilitating better decision-making throughout project lifecycles.
• Collaborated with implementation vendor to deliver the latest Helix ITSM suite.
• Integrated approval engine to Problem Module and triggering approvals based on assigned group.
• Automated internal CIS controls by developing functionality to generate repetitive tickets based on frequency specified.
• Developed feature for service desk to drive MI related communication from Helix.
• Developed functionality to generate and download custom certificate for custom CSI module in Helix.
• Curated and developed onboarding and offboarding process.
• Developed end to end Rest API integration by consuming/publishing APIs.
• Implemented end to end integration between Remedy and ServiceNow to achieve the runtime bi-directional flow between systems.
• Exposure on working with Helix Chatbot, TSO and Client management.
• Built catalogs in DWP ranging from low to high complexity.

Helix CMDB/Discovery

• Developed processes to increase usage of CMDB for gathering crucial infrastructure insights.
• Experience in Application Modelling using Helix Discovery platform.
• Developed an integration with internal HAM portal to maintain CMDB integrity.
• Good Experience in creating and debugging an Atrium Integrator jobs.
• Built Reconciliation and Normalization Job process.

Helix Dashboards

• Develop and maintain reports, dashboards, and analytics to provide insights into ITSM process performance and trends.
• Used data and analytics to identify areas for improvement and helped making informed business decisions.
• Created multiple interactive dashboards for leadership team.
• Integrated Dashboard with MS Power BI tool to generate extensive reports.
• Leveraged OOTB metrics for determining Impact Analysis and built a report on the same.