ITSM Consultant

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