What does a BMC software FootPrints specialist do?
A BMC software FootPrints specialist builds and maintains the technical backbone of an IT service desk by configuring BMC FootPrints Service Core to match specific organizational workflows. This role translates business requirements for incident, change, and request management into functional system behaviors using states, transitions, and business rules. The specialist connects disparate data sources, such as configuration items and service catalogs, to create a unified view for support agents. They also automate communication by designing email templates and synchronization settings that keep stakeholders informed without manual intervention.
- Constructs workflow processes that define how records move through their lifecycle by mapping specific states and transitions for incidents, changes, and service requests. This involves setting up business rules that trigger automatic actions, such as assigning tickets to specific teams or updating fields based on user input, ensuring that every record follows a logical path from creation to resolution. The specialist tests these workflows to confirm that approval phases and voting mechanisms in Change Manager function correctly before deploying them to live environments.
- Configures outgoing email notifications and custom templates so that assignees and customers receive accurate, context-aware updates when ticket statuses change. This work requires defining mail preferences and recipient types to ensure that sensitive information remains secure while relevant details reach the right people at the right time. The specialist also manages incoming integration behavior to parse external emails into structured records within the system, reducing manual data entry for support staff.
- Administers workspace options within Configuration Manager and Service Catalog to link configuration items (CIs) with service offerings, enabling agents to see the full impact of an issue. This includes setting up FootPrints Sync to synchronize appointments with Microsoft Exchange or Microsoft 365, ensuring that calendar events reflect real-time service desk activity. The specialist also tunes the Knowledge Base and CMDB consoles to improve navigation and searchability for agents who rely on these tools for rapid problem resolution.
How to hire a BMC software FootPrints specialist on Upwork
Step 1: Post a job
Define your IT service desk requirements clearly to attract qualified administrators. Use the Job Post Generator powered by Uma™, Upwork's Mindful AI to draft a precise description. Describe your needs in a few sentences and Uma drafts a job post for the role. You can write a new post, update a saved draft, or reuse an existing post.
- Specify experience with BMC FootPrints Service Core modules such as Knowledge Base and CMDB consoles.
- List required workflow configuration skills including states, transitions, and business rules for ticket lifecycles.
- Detail integration needs such as FootPrints Sync for Microsoft Exchange or Microsoft 365 calendar synchronization.
Step 2: Evaluate candidates
Review portfolios for evidence of complex workspace administration and automation logic. Uma can run instant video interviews and build shortlists with side-by-side comparisons to help you assess technical fit quickly.
- Look for examples of configured email notification templates that reflect specific issue information by recipient type.
- Check for demonstrated ability to link Configuration Items and service offerings within Service Catalog workspaces.
- Verify experience setting up approval and voting phases using FootPrints Change Manager workflows.
Step 3: Interview your top choices
Discuss specific scenarios involving incident lifecycle management and agent console customization. Interviews can be scheduled and conducted within Upwork Messages with an immediate transcript and summary after each one.
- Ask how they handle automating record handling and requester notifications via workflow transition rules.
- Request details on customizing outgoing email templates for assignees and customers during status changes.
- Inquire about their approach to configuring incoming and outgoing integration behavior for third-party tools.
Step 4: Agree on scope and begin work
Outline deliverables such as configured workspaces and synchronized calendar settings before starting. Use Upwork Messages and the contract workroom for communication and project management, plus identity verification, payment protection, hourly tracking, and project funds for security.
- Define milestones for building workflow processes that move records through defined states and transitions.
- Set clear expectations for administering workspace options tied to Configuration Manager and Service Catalog.
- Agree on deliverables for agent and administrator navigation configuration aligned to assigned FootPrints modules.
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