BMC Helix ITSM Operational Support
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Key skills for this role
About the Role
VAM Systems is seeking a BMC Helix ITSM Operational Support specialist for Qatar operations. The role involves 2nd/3rd line support for BMC Helix ITSM modules, including incident, problem, change, and asset management.
Key Skills for This Role
Responsibilities
- Provide 2nd/3rd line support for BMC Helix ITSM modules
- Diagnose and resolve application defects, performance issues, data inconsistencies, and user access issues
- Monitor system health, logs, integrations, and scheduled jobs
- Support platform upgrades, patches, hotfixes, and security updates
- Customise UI views and layouts to support business requirements
- Troubleshoot and resolve Developer Studio–related issues
- Maintain technical documentation for custom objects, processes, and configurations
Requirements
- Degree in Computer Science, Information Systems, or equivalent practical experience
- ITIL v4 Foundation (desirable)
- BMC Helix / Remedy certifications (advantageous)
Full Job Posting
Job Description
- We are currently looking BMC Helix ITSM Operational Support Qatar operations.
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 custom forms, workflows, filters, and escalations.
- Develop and maintain Active Links and business rules.
- Develop and maintain Approval processes and notifications.
- Implement role based access controls, data permissions, and tenancy models as required.
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