BMC Helix ITSM Operational Support

We are currently looking BMC Helix ITSM Operational Support Qatar operations.





QUALIFICATIONS, EXPERIENCE



Required Qualifications:



• Degree in Computer Science, Information Systems, or equivalent practical experience.



• ITIL v4 Foundation (desirable).



• BMC Helix / Remedy certifications (advantageous).







Operational Support



• Provide 2nd / 3rd line support for BMC Helix ITSM, including Incident, Problem, Change, Asset, CMDB, Request Fulfilment, and Knowledge Management.



• Diagnose and resolve application defects, performance issues, data inconsistencies, and user access issues.



• Analyse logs, workflows, integration points, and system behaviour to identify root causes.



• Track and manage severity-1 / critical tickets and ensure timely resolution with minimal business impact.



• Monitor system health, logs, integrations, and scheduled jobs to ensure platform availability and reliability.



• Support platform upgrades, patches, hotfixes, and security updates in line with ITIL Change Management processes.



• Customise UI views and layouts to support business requirements and usability standards.



• Troubleshoot and resolve Developer Studio–related issues, including process failures and data inconsistencies.



• Ensure all developments are upgrade-safe, SaaS-compliant, and aligned with BMC best practices.



• Support UAT, defect fixing, and production deployments for Developer Studio customizations.



• Maintain technical documentation for custom objects, processes, and configurations.







Configuration & Customisation



• Configure and customise BMC Helix ITSM modules using best-practice, upgrade-safe approaches.



• Develop and maintain:



o Custom forms, workflows, filters, and escalations



o Active Links and business rules



o Approval processes and notifications



o Implement role-based access controls, data permissions, and tenancy models as required.











Joining time frame: 2 weeks (maximum 1 month)