Tejas Chavan

I am an ITIL certified practitioner with over 11 years of extensive experience in IT service management space. I have worked across multiple projects for numerous international firms including BMC, Allied Irish Bank, UCB Pharma and BMC Software holding various positions/roles with crucial job responsibilities. Have deep exposure with hands-on experience in solution design, pre-sales consultation, RFP design and customer demo, ITIL project implementation and maintenance stages of an ITSM and ITOM projects using market leading tools and techniques from BMC Remedy tools stack (SaaS Helix), Servicely and 4Me to modern web technologies all the way to customer relationship and need basis project management. Result oriented communication skills and managing IT service management projects end to end right from scratch are my core strengths.

• BMC Certified Professional in Helix Digital Workplace 19.x
• BMC Certified Associate: Helix Migration
• BMC Certified Associate: SmartIT
• ITIL v3 Foundation Certified
• ServiceNow Training
• 4Me Training

• MVP award at BMC Software for high CSAT from EMEA customers for technical issue resolution.
• Corporate Recognition Event Award at BMC Software.

Balfour Beatty: Service Now to Helix Migration:

One of the Technical Leads for first full Service Now to BMC Helix migration. Involved in full migration program covering all elements of ITSM and DWP and the design and development of several integrations into Helix 19.05. With primary responsibilities related to a complete service catalogue consolidation and redesign. Foundation data analysis/mapping for CMT tooling, Development of automation solution for DWP initiated JML requests, leveraging. PowerShell and Java process running as a Windows service. Development of custom ITSM workflow. Smart IT configuration. DWPA catalogue build. SCCM custom integration. Onboarding of 10 Lines of Business onto Helix platform. 

Allied Irish Bank: DWPA Service Request Consultant and Developer:

 Worked closely with the internal AIB internal Service management team to deliver Service Request solution. Responsible for the design, development and deployment of a mature Service Catalogue based on the BMC Digital Workplace Advanced (DWPA) tooling. Through workshop driven reviews across multiple lines of business delivered Service Requests/Change Request/Incidents all published through DWPA. Developed and delivered complex integrations with products such as Active Directory and Atrium Orchestrator. 

UCB: Helix Remedy Migration:

Working with a Global Pharmaceutical Company, the project was to migrate a large, highly customised on-premise Remedy ITSM platform onto Helix. Worked with the business to agree the configuration and foundation data. Led requirements workshops to explore current processes and Helix processes, Provided gap analysis and best practice guidance. Documented analysis & played back. Configured Helix and set-up Foundation Data. Implemented SLAs. Supported redesign and where required the transformation of existing integrations to make them Helix compatible: SCCM (AI), MyAccess Identity management (AI and REST), SAP (AI and SOAP). Completed technical documentation for handover.

iPSL (Intelligent Processing Solutions Limited): Helix Migration:

iPSL is the largest cheque processor in the UK with over 190 million items worth over £250 billion processed each year. The customer engaged KTSL to migrate their Remedy environment from their on-premises 20.02 version to Helix 21.02. The migration project was delivered on time and inside budget. Key activities: Led requirements workshops and reviewed the existing customisations to align to OOTB Helix processes. Created data load templates for migration of core transactional data. Configured Helix and set-up Foundation Data. Implemented SLAs. Built Smart Reports to support their Problem and CAB processes. Supported redesign and where required the transformation of existing integrations from RBE/Email integrations to RESTful integrations. Configuration of RSSO. Completed technical documentation for handover. 

UCB: Intune and Asset Integration (AI / Rest):

UCB needed to streamline the process to take data from Intune to populate the Helix CMDB. All devices in UCB are managed devices. Asset information and user affinity data is already available in Intune through enrolment. This integration was to update the Helix CMDB with iPhone and iPad devices and associate the user as specified by Intune. Developed Integrations between Remedy and InTune using Graph API and atrium integrator transforms. Managing attribute record updates to support Asset Lifecycle requirements when device is identified and enrolled/deployed. Created a reconciliation job to identify and merge the discovered data using standard rules for the ComputerSystem and Operating System classes. 

UCB: Business Workflows Implementation, UCB BWF Implementation:

Worked with the customer to define the requirements for the Talent workflow, developed & played back design, implemented line of business and approval workflows. This successful project has led to further departments onboarding onto BWF. Building a Sub Catalogue to integrate the Business Workflows Services with Remedy for Approvals and ITSM / BWF for fulfilment. Multi-Line of Business Setup. Foundational Data setup including Organizations, Departments, Support Groups, People and Roles. SLA Configuration within BWF. Approval Configuration within BWF. Case Management status configuration and creation of Templates. 

Scania On-Prem Containerised Helix Environment:

Worked on the entire infrastructure to setup the On-Prem Helix environment version 23.3 on Kubernetes. Setup Kubernetes on AWS and Azure platform. Configure the harbor server to store the container images provided by BMC. Enable the Loadbalancer for communication amongst the Pod’s. Deploy the images using Jenkins pipelines to install the Platform AR and Helix Smart Apps.