BMC Helix ITSM Operational Support & Customisation Engineer

We have an urgent requirement for BMC Helix ITSM Operational Support & Customisation Engineer is required for one of our banking client in Qatar

Strong Experience on BMC Helix ITSM Development Must to apply for this role

Strong Experience in CMDB & ITSM Module Expertise Must apply for this role

Strong experience on Integration & Automation Experience (REST / API) is Must to apply for this role

The role is responsible for day-to-day operational support, configuration, development, and continuous improvement of the BMC Helix ITSM platform. The engineer will ensure system stability, performance, security, and alignment with ITIL best practices while delivering enhancements, automation, and integrations to support evolving business requirements.

Candidates Must Have Hands-on Experience In The Following

• BMC Helix ITSM / Remedy (minimum 4–6 years hands-on experience)
• Strong experience in:
• Incident Management
• Problem Management
• Change Management
• Service Request Management
• Asset Management
• CMDB
• Hands-on customization using:
• Developer Studio
• Custom Forms
• Workflows
• Filters & Escalations
• Active Links
• Approval Processes
• Experience in:
• REST / API / SOAP integrations
• Helix Integration Studio (or Mid-Tier integrations)
• Strong troubleshooting skills (logs, workflows, performance tuning)
• Experience supporting platform upgrades, patches & hotfixes
• CMDB data model management & reconciliation rules
• Experience working in ITIL-based environments
• Upgrade-safe, SaaS-compliant customization approach
• Strong documentation & change governance discipline
  
  

Key Responsibilities

Operational Support

• Provide 2nd & 3rd line support for BMC Helix ITSM modules.
• Diagnose and resolve application defects, performance issues, and integration failures.
• Manage severity-1 incidents and ensure minimal business impact.
• Monitor system health, logs, integrations, and scheduled jobs.
• Support patching, upgrades, and change deployments.
• Maintain technical documentation and support runbooks.
  
  

Configuration & Customisation

• Configure and customize ITSM modules using best practices.
• Develop custom workflows, forms, filters, and notifications.
• Implement role-based access control and data permissions.
• Ensure upgrade-safe configurations aligned with BMC standards.
  
  

Development & Automation

• Build custom automations and integrations.
• Integrate with monitoring tools, HR systems, IAM platforms, and enterprise applications.
• Optimize and refactor existing customizations.
  
  

CMDB & Asset Management

• Enhance CMDB design and reconciliation rules.
• Maintain CSDM alignment and data quality standards.
• Troubleshoot discovery and synchronization issues.
  
  

Governance & Continuous Improvement

• Work with ITSM process owners to translate business requirements.
• Align configurations with ITIL v4 practices.
• Participate in audits, compliance reviews, and risk assessments.
  
  

Skills: helix,itsm,bmc