BMC Helix ITSM Specialist / System Administrator

Job Description
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

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

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

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

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

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

• Develop, configure, and troubleshoot complex service catalog workflows

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

• 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