BMC Helix Engineer

Key Responsibilities

• Administer, configure, and support BMC Helix ITSM applications.
• Customize forms, workflows, filters, escalations, active links, and notifications.
• Manage Incident, Problem, Change, Service Request, and Asset Management modules.
• Perform application upgrades, patching, and environment maintenance.
• Develop and maintain integrations with third-party applications using REST APIs and other integration methods.
• Troubleshoot production issues and provide L2/L3 support.
• Monitor application performance and implement optimization strategies.
• Work closely with business stakeholders to gather requirements and implement solutions.
• Create technical documentation, SOPs, and knowledge articles.
• Ensure compliance with ITIL best practices and organizational standards.

Required Skills

• 5+ years of hands-on experience with BMC Helix ITSM.
• Strong knowledge of BMC Remedy AR System development and administration.
• Experience with Incident, Change, Problem, Service Request, CMDB, and Asset Management modules.
• Knowledge of Helix Digital Workplace and Helix Innovation Studio is preferred.
• Experience with REST APIs, web services, and system integrations.
• Good understanding of ITIL processes.
• Strong troubleshooting, analytical, and communication skills.

Preferred Qualifications

• BMC Helix/Remedy certifications are preferred.
• ITIL Foundation certification is an added advantage.
• Experience in enterprise IT support environments.