BMC Helix ITSM Operational Support

Responsibilities

• Provide 2nd and 3rd line operational support for BMC Helix ITSM, covering Incident, Problem, Change, Asset, CMDB, and Knowledge Management.
• Diagnose and resolve application defects, performance issues, data inconsistencies, and user access problems.
• Analyze logs, workflows, and integration points to identify and resolve root causes.
• Manage severity-1 and critical tickets to ensure timely resolution with minimal business impact.
• Monitor system health, integrations, and scheduled jobs to ensure platform availability and reliability.
• Support platform upgrades, patches, and security updates in alignment with ITIL processes.
• Configure and customize BMC Helix ITSM modules, including custom forms, workflows, filters, and escalations.
• Use Developer Studio to troubleshoot process failures and implement upgrade-safe customizations.
• Maintain technical documentation for all custom objects, processes, and configurations.

Requirements

• Degree in Computer Science, Information Systems, or equivalent practical experience.
• Proven experience providing operational support for BMC Helix or Remedy environments.
• Strong knowledge of Incident, Problem, and Change Management processes.
• Hands-on experience with Developer Studio for system customization.

Preferred Qualifications

• ITIL v4 Foundation certification.
• BMC Helix or Remedy professional certifications.
• Experience with SaaS-compliant development and best practices.

About the Company

VAM Systems provides specialized staffing and technical solutions to support large-scale operations across various industries.