BMC Helix ITSM Operational Support

Job Description

Qualifications

Required Qualifications

• Degree in Computer Science, Information Systems, or equivalent practical experience.
• ITIL v4 Foundation (desirable).
• BMC Helix / Remedy certifications (advantageous).

Operational Support

• Provide 2nd / 3rd line support for BMC Helix ITSM, including Incident, Problem, Change, Asset, CMDB, Request Fulfilment, and Knowledge Management.
• Diagnose and resolve application defects, performance issues, data inconsistencies, and user access issues.
• Analyse logs, workflows, integration points, and system behaviour to identify root causes.
• Track and manage severity-1 / critical tickets and ensure timely resolution with minimal business impact.
• Monitor system health, logs, integrations, and scheduled jobs to ensure platform availability and reliability.
• Support platform upgrades, patches, hotfixes, and security updates in line with ITIL Change Management processes.
• Customise UI views and layouts to support business requirements and usability standards.
• Troubleshoot and resolve Developer Studio–related issues, including process failures and data inconsistencies.
• Ensure all developments are upgrade-safe, SaaS-compliant, and aligned with BMC best practices.
• Support UAT, defect fixing, and production deployments for Developer Studio customizations.
• Maintain technical documentation for custom objects, processes, and configurations.

Configuration & Customisation

• Configure and customise BMC Helix ITSM modules using best-practice, upgrade-safe approaches.
• Develop and maintain:
• o Custom forms, workflows, filters, and escalations
• o Active Links and business rules
• o Approval processes and notifications
• o Implement role-based access controls, data permissions, and tenancy models as required.
• Joining time frame: Immediate