BMC Helix ITSM Operational Support at VAM Systems

Doha, Doha, Qatar -

Full Time

Start Date

Immediate

Expiry Date

17 May, 26

Salary

0.0

Posted On

16 Feb, 26

Experience

5 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

BMC Helix ITSM, Incident Management, Problem Management, Change Management, Asset Management, CMDB, Request Fulfilment, Knowledge Management, ITIL v4 Foundation, Developer Studio, Workflows, Active Links, Business Rules, Role-Based Access Controls, UAT, Platform Upgrades

Industry

IT Services and IT Consulting

Description

Job Description We are currently looking BMC Helix ITSM Operational Support Qatar operations. QUALIFICATIONS, EXPERIENCE 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: o Custom forms, workflows, filters, and escalations o Active Links and business rules o Approval processes and notifications o Implement role-based access controls, data permissions, and tenancy models as required. Joining time frame: 2 weeks (maximum 1 month)

Responsibilities

This role involves providing 2nd and 3rd line operational support for BMC Helix ITSM modules, including diagnosing and resolving application defects, performance issues, and managing critical tickets. The position also requires configuring and customizing BMC Helix ITSM modules using best-practice, upgrade-safe approaches.