Role Overview:
Responsible for advanced support, customization, and integration of BMC Helix ITSM applications. Handles escalations, develops workflows, and ensures stability and performance across ITSM modules.
Key Responsibilities:
- Provide L3 support/Development for Helix ITSM modules (Incident, Change, Problem, Work Order, SRM, SLM, CMDB).
- Troubleshoot and resolve complex application or workflow issues.
- Develop and customize forms, filters, active links, and escalations.
- Implement integrations using REST/SOAP APIs, Atrium Integrator, or Pentaho.
- Manage CMDB data integrity and Foundation elements (People, Groups, Locations).
- Coordinate with BMC Support and maintain documentation/runbooks.
- Support upgrades, migrations, and performance tuning.
Required Skills:
- Strong in Remedy AR System, Smart IT, and DWP Catalog.
- Proficient in workflow development and API-based integrations.
- SQL expertise on Oracle/MS SQL.
- ITIL Foundation knowledge preferred.
- Exposure to Helix SaaS and Atrium Integrator beneficial.
Experience & Education:
- 5–8 years overall IT experience, with 3+ years in BMC Helix/Remedy development or L3 support.
- Bachelor’s degree in IT/Computer Science.
- BMC Certified Admin/Developer certification preferred.
Soft Skills:
- Strong analytical, problem-solving, and communication skills.
- Ability to work independently and in client-facing environments