ITSM Platform Specialist - BMC Helix

Key Responsibilities:

Integrate

AI

capabilities available in

BMC Helix (previous name BMC Remedy)

to maximize the experience and the overall ITSM platform value for both end-users and IT. Contribute in defining relevant KPI’s. Implement & Measure KPI’s on BMC Helix. Coordinate with internal teams and external vendors to manage service requests and ensure adherence to SLAs. Work closely with the IT team to gather functional ITSM requirements and Implement on BMC Helix. Analyze operational data to identify trends, bottlenecks, and areas for improvement in service processes. Proactively identify opportunities for automation and process optimization to reduce manual intervention and increase operational efficiency Perform upgrades, patches, and migrations of BMC applications. Develop automation scripts and workflows to improve functional efficiency as needed. Provide documentation, training, and support to end users and IT teams. Collaborate with all stakeholders and IT teams to ensure timely results.

Required Skills & Experience:

5-8 years of strong experience working with BMC Remedy / Helix. Strong expertise in BMC CMDB, Smart IT, or Remedy/Helix ITSM. Experience in ITSM, ITIL processes, and incident/change/problem management. Proficiency with integration tools and APIs (REST/SOAP, Web Services). Scripting skills (JavaScript, Python, or Shell) are a plus. Ability to work independently and within a team environment.

Preferred Qualifications:

BMC Certifications (e.g. BMC Certified Administrator). Knowledge of DevOps, Agile methodologies, or automation tools will be additional plus.

Education:

Bachelor’s degree in computer science, Information Technology.