Lead ITSM Developer

Lead ITSM Developer

Permanent contract

India - Pune, IN

Oct 14, 2026

Syensqo is all about chemistry. We’re not just referring to chemical reactions here, but also to the magic that occurs when the brightest minds get to work together. This is where our true strength lies. In you. In your future colleagues and in all your differences. And of course, in your ideas to improve lives while preserving our planet’s beauty for the generations to come.

Role and Responsibilities

Key Responsibilities

• ITSM Incident & Service request operational Management

• Handle incidents and service requests in BMC Helix, from logging and triage to resolution and closure, following ITIL processes and SLA/OLA targets.

• Diagnose issues, perform troubleshooting, apply fixes/workarounds.

• Update tickets with accurate categorization, impact/urgency, actions taken, and user communications.

• Monitor personal/assigned queues, follow up on pending items, and escalate time‑critical cases per procedure.

• Contribute to knowledge articles and recurring-issue reduction by documenting resolutions and proposing improvements.

• Development & Configuration

• Design, develop, and configure solutions on the BMC Helix Platform (ITSM, Digital Workplace, Innovation Studio)

• Build and optimize business workflows, automations, and service management processes

• Deliver scalable, secure, and maintainable configurations and customizations

• Workflow & Process Alignment (IT Services)

• Translate IT Services requirements into efficient, standardized workflows Ensure alignment with ITIL practices and internal service management frameworks

• Continuously improve workflows to enhance user experience and operational efficiency

• Technical Management & Oversight

• Provide technical Management and supervision of junior developers Perform code and configuration reviews, ensuring adherence to best practices Drive knowledge sharing, coaching, and capability development within the team GCC Operations Integration

• Align development activities with GCC delivery models, standards, and governance Collaborate with GCC Operations to ensure consistency, scalability, and global delivery alignment

• Support release management, service transition, and operational readiness

• Platform Governance & Expertise

• Act as subject matter expert for the BMC Helix Platform

• Define and enforce development standards, documentation, and governance practices

• Support platform lifecycle activities (upgrades, patches, performance optimization)

• Experience and Skills

Required Qualifications & Experience: 5+ years of experience with BMC Helix / Remedy platform Strong expertise in:

• BMC Interfaces & Integration
• BWF - Business workflows
• Innovation Studio custom processes and workflows
• CMDB & Asset Management: Build and maintain CI classes
• Integrations - Rest API / Email
• Queue management
• User Interface
• Customization
• Automation
• SLA Set-up
• Dashboard creation, changes and Management
• Proven experience in mentoring and guiding junior developers

Key Skills:

• Strong stakeholder management across GCC and IT Services Ability to operate effectively in a dual reporting structure
• Excellent problem-solving and analytical thinking
• Strong communication and collaboration skills
• Quality and delivery-focused mindset

What We Offer

Strong alignment between platform development and IT Services needs Efficient collaboration between GCC and IT Services teams High-quality, scalable workflow implementations Well-mentored and productive junior developers Continuous improvement in service delivery and user experience

About us

• Syensqo is a science company developing groundbreaking solutions that enhance the way we live, work, travel and play. Inspired by the scientific councils which Ernest Solvay initiated in 1911, we bring great minds together to push the limits of science and innovation for the benefit of our customers, with a diverse, global team of more than 13,000 associates. Our solutions contribute to safer, cleaner, and more sustainable products found in homes, food and consumer goods, planes, cars, batteries, smart devices and health care applications. Our innovation power enables us to deliver on the ambition of a circular economy and explore breakthrough technologies that advance humanity.
• At Syensqo, we seek to promote unity and not uniformity. We value the diversity that individuals bring and we invite you to consider a future with us, regardless of background, age, gender, national origin, ethnicity, religion, sexual orientation, ability or identity. We encourage individuals who may require any assistance or accommodations to let us know to ensure a seamless application experience. We are here to support you throughout the application journey and want to ensure all candidates are treated equally. If you are unsure whether you meet all the criteria or qualifications listed in the job description, we still encourage you to apply.