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, audits, 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

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