BMC Helix / Remedy Consultant

Technical Consultant – Enterprise Service Management (BMC Helix / Remedy)

Job Overview

We are seeking a proactive Technical Consultant with a solid background in Enterprise Service Management / IT Service Management, ideally with hands-on experience in BMC Helix Digital Workplace, Helix Business Workflow, or BMC Remedy.

Your primary role will involve configuring, enhancing, integrating, and providing support for the service management platform. You will collaborate closely with internal stakeholders, technical teams, and vendors to convert business needs into actionable technical solutions.

Key Responsibilities

• Collect and analyze business requirements, translating them into functional and technical solutions.
• Configure and enhance BMC Helix Digital Workplace, Helix Business Workflow, or BMC Remedy.
• Create and maintain workflows, forms, business rules, service catalog items, and automation processes.
• Execute scripting, API integrations, and data transformations as necessary.
• Diagnose platform issues, perform root cause analysis, and implement corrective measures.
• Assist with system enhancements, ongoing improvement initiatives, and user requirements.
• Oversee environment configurations, release deployments, migrations, and system upgrades.
• Facilitate UAT, resolve defects, and manage production deployment.
• Ensure integration between the ITSM platform and other enterprise systems is maintained.
• Collaborate with vendors and technical teams on solution design, performance optimization, and technical evaluations.
• Develop technical documentation, configuration guides, solution designs, and test scripts.
• Provide ongoing post-production support and ensure adherence to service levels.
• Assist with audit, security, and access-control inquiries.
• Support platform performance monitoring, capacity planning, and optimization efforts.

Qualifications

• Bachelor's degree in Information Technology, Computer Science, Information Systems, or a related field.
• Minimum of 3 years of IT experience in a technical capacity.
• Hands-on experience with BMC Helix and/or BMC Remedy is highly desirable.
• Experience in configuring workflows, forms, service catalog items, business rules, and automation.
• Familiarity with REST APIs, system integrations, scripting, or data transformation.
• Experience in supporting UAT, production deployment, troubleshooting, upgrades, or migrations.
• Strong understanding of ITSM / Enterprise Service Management processes.
• Excellent analytical and problem-solving abilities.
• Effective communication skills with stakeholders and vendors.
• Able to work autonomously as well as part of a team.
• Knowledge of AI-enabled ITSM features such as chatbots, automation, or predictive analytics is a plus.