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