BMC Helix Support Engineer
Job Location:
Monthly Salary:
Experience Required:
Posted on:
5 days ago
Posted on:
Vacancies:
1 Vacancy
Vacancies:
Job Summary
We are seeking a BMC Helix Support Engineer/Admin in Chicago IL for a hybrid role.
Summary:
A Level 2.5 BMC Helix Support Engineer bridges the gap between traditional Level 2 troubleshooting and advanced administrative/engineering support. They are responsible for managing configuring and optimizing the BMC Helix ecosystem while ensuring seamless IT Service Management (ITSM) ResponsibilitiesAdvanced Troubleshooting: Diagnose and resolve complex customer-reported incidents across ARS SRM SmartIT and Smart Reporting.
Job Requirements:
Workflow & Process Design: Build and refine workflows to automate ITSM processes and simplify user steps within the BMC Helix ecosystem.
System Administration: Maintain foundation data manage access rights/security administration and assist with user onboarding.
Integration Support: Build and maintain REST-based API integrations with third-party systems and monitor system performance.
Escalation & Collaboration: Escalate unresolved anomalies directly to BMC Helix R&D while documenting edge cases and contributing to the knowledge base.
Required Qualifications & Skills Experience: Typically 2 to 5 years of hands-on experience handling BMC Remedy ITSM/Helix applications.
Technical Depth: Basic to intermediate knowledge of Unix databases (SQL/Oracle) Web services and REST API.
Platform Familiarity: Exposure to modules like Knowledge Management Asset Management (CMDB) and Digital Workplace (DWP).
Soft Skills: Excellent problem-solving capabilities technical documentation skills and a customer-focused mindset.
Career ExpectationsEngineers in this role must often be comfortable with on-call support or rotational shifts (including weekends) to ensure continuous production support. Holding an ITIL or relevant BMC Software certification is highly valued.
Required Skills:
BMC BMC Remedy BMC Helix ITIL.
