As a BMC Helix ITSM Team Leader, you will lead advanced configuration activities, handle complex technical escalations, and ensure alignment with governance, security, and architectural standards.
You will play a key role in continuous improvement, knowledge sharing, and supporting team members through hands‑on guidance and best practices, acting as a technical reference Team Leader within the ITSM team.
Key Responsibilities
- Own and maintain advanced configurations of the BMC Helix ITSM platform
- Manage and support AR System administration, including:
- Users, groups, roles, and permissions
- AR System security and access control
- Design, modify, and maintain AR workflows:
- Filters, active links, escalations
- Act as a senior L2 escalation point for complex technical issues
- Ensure compliance with governance, security, and architectural standards
- Support platform stability, performance, and scalability
- Design, configure, and optimize Digital Workplace services and workflows
- Configure and govern Virtual Agent and Live Chat (intents, routing, flows)
- Support and contribute to the adoption of AI capabilities (HelixGPT, classification, automation)
- Assist in defining AI use cases and monitoring quality and performance
- Develop and maintain KPIs, dashboards, and reports
- Maintain and support CMDB governance (CI modeling, reconciliation rules, data quality)
- Oversee BMC Helix Discovery integrations and data validation
- Support integrations using REST APIs and web services
- Participate in building and configuring new BMC Helix ITSM tenants for new customers
- Support initial platform setup, baseline configurations, and environment readiness
- Assist with tenant validation, smoke testing, and handover to operations teams
- Demonstrate working knowledge of Kubernetes concepts (pods, services, deployments)
- Provide technical guidance and day‑to‑day support to team members
- Maintain documentation, technical guidelines, and operational procedures
Must‑Have Qualifications
- Fluent English (spoken and written)
- 5+ years of solid hands‑on experience with BMC Helix ITSM / BMC Remedy
- Strong practical knowledge of ITSM processes and platform governance
- Proven experience with AR System administration and workflow development
- Proven hands‑on experience with CMDB & Discovery (CI modeling, reconciliation, data quality)
- Solid experience supporting ITSM platform/application upgrades
- Hands‑on experience with:
- New tenant builds or environment setup
- Digital Workplace
- Virtual Agent & Live Chat
- REST APIs and integrations
- Strong understanding of workflows, permissions, and role‑based access models
- Ability to work independently and act as a technical reference for the team
Nice to Have
- BMC Certified Professional – Helix ITSM
- BMC Certified Professional – Helix Discovery
- Experience with Kubernetes or container‑based platforms
- Experience supporting multi‑tenant environments
