Job Description
Job Title:  TOOLS CONSULTANT L1
City:  Boston
State/Province:  Massachusetts
Posting Start Date:  4/27/26
Wipro Limited (NYSE: WIT, BSE: 507685, NSE: WIPRO) is a leading technology services and consulting company focused on building innovative solutions that address clients’ most complex digital transformation needs. Leveraging our holistic portfolio of capabilities in consulting, design, engineering, and operations, we help clients realize their boldest ambitions and build future-ready, sustainable businesses. With over 230,000 employees and business partners across 65 countries, we deliver on the promise of helping our customers, colleagues, and communities thrive in an ever-changing world. For additional information, visit us at www.wipro.com.
Job Description: 

Job Description

Role summary

Provide Tier 2 operational support for the BMC Helix Service Request Management Suite (ITSM, CMDB, Digital Workplace Catalog, and related components), focusing on intermediate troubleshooting, configuration, and controlled changes while ensuring reliability/availability and adherence to change/release processes.

Key responsibilities

  • Incident/Request Support (L2): Troubleshoot Helix incidents beyond L1 (forms, workflows, approvals, integrations, notifications), analyze logs, identify root cause hypotheses, and implement configuration-level fixes within approved change controls.
  • Service Catalog Administration: Administer and maintain Digital Workplace / Service Request Catalog items (service definitions, questionnaires, basic workflows), and coordinate UAT/acceptance and steady-state publishing.
  • CMDB Hygiene & Data Quality (L2): Execute CMDB operational tasks—CI data validation, relationship checks, dataset/reconciliation support, and routine data corrections aligned to CMDB best practices.
  • Patch/Release Support: Support routine patching and maintenance activities and validate post‑deployment functionality (smoke tests, sanity checks, incident trend watch).
  • Reporting & Operational Metrics: Generate and share operational reports (ticket trends, SLA adherence, recurring failure themes) and propose continuous improvement/automation opportunities.
  • Knowledge Management: Create/update KB articles and runbooks for recurring issues, known errors, and operational tasks.

Required skills

  • Hands-on administration/support of BMC Helix ITSM processes (incident/problem/change/service request) and knowledge of service-desk best practices.
  • Working knowledge of Helix CMDB concepts (CI lifecycle, datasets, reconciliation/normalization basics).
  • Familiarity with Digital Workplace Catalog REST/API concepts and integrations (as applicable).


 
Mandatory Skills: BMC Helix ITSM .

 

Experience: 5-8 Years .

 

The expected compensation for this role ranges from $60,000 to $135,000 .

 

Final compensation will depend on various factors, including your geographical location, minimum wage obligations, skills, and relevant experience. Based on the position, the role is also eligible for Wipro's standard benefits including a full range of medical and dental benefits options, disability insurance, paid time off (inclusive of sick leave), other paid and unpaid leave options.

 

Applicants are advised that employment in some roles may be conditioned on successful completion of a post-offer drug screening, subject to applicable state law.

 

Wipro provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws. Applications from veterans and people with disabilities are explicitly welcome.

 

Reinvent your world. We are building a modern Wipro. We are an end-to-end digital transformation partner with the boldest ambitions. To realize them, we need people inspired by reinvention. Of yourself, your career, and your skills. We want to see the constant evolution of our business and our industry. It has always been in our DNA - as the world around us changes, so do we. Join a business powered by purpose and a place that empowers you to design your own reinvention.
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We are an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, caste, creed, religion, gender, marital status, age, ethnic and national origin, gender identity, gender expression, sexual orientation, political orientation, disability status, protected veteran status, or any other characteristic protected by law.

Wipro is committed to creating an accessible, supportive, and inclusive workplace. Reasonable accommodation will be provided to all applicants including persons with disabilities, throughout the recruitment and selection process. Accommodations must be communicated in advance of the application, where possible, and will be reviewed on an individual basis. Wipro provides equal opportunities to all and values diversity.