ITSM Consultant
Job Summary:
The ITSM Consultant is responsible for the configuration, maintenance, and support of
the BMC Helix IT Service Management platform. This role ensures the effective
operation of ITSM modules, including Incident, Change, Problem, Knowledge, Service
Request, and Configuration Management. The administrator works closely with IT
operations, service desk, and business stakeholders to ensure optimal performance,
compliance, and continuous improvement of the ITSM ecosystem.
Key Job Accountabilities:
- Platform Administration: Administer and support the BMC Helix ITSM suite (including CMDB, Smart IT, DWP, and Helix Dashboard).
- Configuration & Customization: Configure forms, workflows, templates, roles, and
- permissions to meet business requirements.
- Module Management: Manage ITSM modules such as Incident, Change, Problem, Asset
- (CMDB), Knowledge, and Service Request Management.
- Integrations: Support integrations with external systems (e.g., Active Directory, monitoring
- tools, AIOps platforms, etc.) via APIs and connectors.
- Service Catalog: Maintain and enhance the Digital Workplace service catalog items and
- workflows.
- Patch & Upgrade Management: Coordinate application patches, upgrades, and new feature
- rollouts in collaboration with BMC support
- Monitoring & Reporting: Monitor system health and performance. Generate operational and performance reports using Smart Reporting or external BI tools.
Support & Troubleshooting: Provide L1 support for user issues, escalations, and system
incidents related to BMC Helix ITSM.
Documentation: Maintain system configuration documentation, SOPs, and knowledge base
articles.
Governance & Compliance: Ensure adherence to ITIL best practices, audit, and security
Qualifications:
Bachelor's degree in computer science, Information Technology, or a related field.
Certifications (preferred):
BMC Helix ITSM Certified Administrator
ITIL Foundation or higher
Experience:
3-5+ years of hands-on experience with BMC Remedy or BMC Helix ITSM platform
Proven experience with ITSM tool administration, workflows, and CMDB
Experience working in enterprise-scale IT environments
Experience with BMC Helix Discovery and AIOps
Knowledge of Helix Operations Management or Automation Suite
Experience in Agile environments
Key Skills:
Deep knowledge of BMC Helix ITSM architecture and modules
Experience with Helix Innovation Studio and Smart IT
Familiarity with Digital Workplace, Business Workflows, and Smart Reporting
Strong understanding of ITIL processes (especially Incident, Change, CMDB)
Basic scripting (JavaScript, AR System, etc.) and SQL knowledge
Ability to diagnose and resolve technical and process issues
Strong documentation and communication skills
Experience with SaaS environments and cloud-based ITSM platform