BMC Helix Application Manager

The BMC Helix Application Manager is responsible for the functional administration, governance, optimization, and continuous improvement of the BMC Helix application landscape. The role ensures that the platform effectively supports business and IT service management processes while aligning with organizational objectives and user needs.

Key Responsibilities

1. Application Ownership

• Act as the primary owner of the BMC Helix application from a functional perspective.
  


• Define and maintain the application roadmap in alignment with business objectives.
  


• Ensure that application capabilities support operational and service management requirements.
  


• Manage the application lifecycle and continuous improvement initiatives.
  


• Customisation des différents modules
  


• implémentation de nouveaux Services Requests et maintenance des existants
  

2. Operations and Support

• Provide Level 2 support.
  


• Investigate and resolve incidents in collaboration with BMC Helix Platform Administrator and BCL technical teams.
  


• Participate in Problem Management and Root Cause Analysis (RCA).
  


• Coordinate escalations with  BMC Software and other vendors when required.
  

3. Functional Administration

• Manage application configurations and settings and document them.
  


• Implement and maintain service catalog.
  


• Manage user roles, permissions, and functional access requirements.
  


• Ensure data quality and consistency within the application.
  

4. Testing and Release Validation

• Define and coordinate User Acceptance Testing (UAT).
  


• Validate new features, configurations, and releases.
  


• Perform non-regression tests after all kinds of updates or upgrades
  

5. Reporting and Analytics

• Define and maintain operational and management dashboards.
  


• Monitor application usage.
  


• Produce reports on service management performance and KPIs.
  


• Identify opportunities for process and service improvement.
  

6. Documentation

• Document every configuration or development.
  

Requirements

• Skills
  


• BMC Digital workspace   Advanced   
  


• BMC Helix ITSM Advanced   
  


• ITIL Advanced   
  


• ITSM Advanced   
  

Benefits