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: Immediate