We are looking for a highly skilled BMC Helix ITSM Specialist to join our dynamic team. This role is ideal for a technically strong professional who thrives in optimizing ITSM platforms, enhancing system performance, and driving seamless integrations across enterprise environments.

You will play a key role in configuring, maintaining, and evolving the BMC Helix ecosystem while ensuring alignment with best-practice ITIL processes.

Key Responsibilities

System Configuration & Maintenance

• Administer and support BMC Helix ITSM modules including Incident, Problem, Change, Asset, and Knowledge Management
  
• Ensure system stability, performance, and availability across environments
  

User & Access Management

• Configure and manage user roles, permissions, and licensing within the AR System server
  
• Maintain secure and compliant access controls
  

Customization & Development

• Design and implement workflows, forms, and business rules tailored to business requirements
  
• Enhance system functionality through development and configuration
  

Integrations

• Integrate BMC Helix with enterprise systems, CMDB, and monitoring tools
  
• Work with APIs, web services, and SaaS-based integrations
  

Monitoring & Performance Optimization

• Proactively monitor system health and performance
  
• Troubleshoot issues and implement improvements for high availability
  

Upgrades & System Enhancements

• Manage system upgrades, patches, and migrations
  
• Ensure minimal downtime and seamless transitions
  

Service Catalog Management

• Develop, configure, and troubleshoot complex service catalog workflows
  

Documentation & Reporting

• Maintain comprehensive technical documentation and SOPs
  
• Configure and generate system reports and dashboards
  

Requirements

Required Skills & Experience

• Strong hands-on experience with BMC Helix ITSM / Remedy
  
• Proficiency in BMC Helix Developer Studio and AR System (Action Request System)
  
• Experience with Atrium Integrator (AI) and system data integrations
  
• Solid understanding of ITIL processes (Incident, Problem, Change Management)
  
• Experience working in SaaS environments, APIs, and web services
  
• Strong troubleshooting, analytical, and problem-solving skills