About the Job:
We are seeking a BMC Helix ITSM Consultant to join our team in Dubai, United Arab Emirates. In this full-time role, you will play a crucial part in configuring and customizing ITSM modules such as Incident, Problem, Change, and Service Request Management based on business requirements. You will collaborate with stakeholders to translate business needs into technical solutions while ensuring comprehensive documentation of processes, configurations, and user guides. Your experience with BMC Helix and ITIL best practices will be essential in providing L2/L3 support and contributing to continuous improvement initiatives. Strong communication skills are mandatory for effective participation in Change and Design review meetings.
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About Us:
The company is an IT services, consulting and business solutions organization that has been partnering with many of the world’s largest businesses in their transformation journeys for over 50 years. The company offers a consulting-led, cognitive powered, integrated portfolio of business, technology, and engineering services and solutions, delivered through its unique Location Independent Agile™ delivery model.
Must Have:
- Experience in BMC Helix ITSM / Remedy ITSM Suite.
- Strong hands-on experience in Incident, Problem, Change, and Service Request Management.
- Expertise in BMC Helix Innovation Studio / Digital Workplace.
- Experience in ITSM workflow customization, forms, filters, escalations.
- Knowledge of ITIL framework and best practices.
Good-to-Have:
- Experience with BMC Helix implementation.
- Integration experience using REST API / Web Services.
- Exposure to ServiceNow or other ITSM tools (for migration projects).
- Experience in reporting tools (Smart Reporting / Analytics).
Responsibilities and Expectations from the Role:
- Configure and customize ITSM modules based on business requirements.
- Collaborate with stakeholders to gather and translate requirements.
- Ensure documentation of processes, configurations, and user guides.
- Provide L2/L3 support and continuous improvement recommendations.
- Handle change requests, deployments, and release management activities.
Thank you for your interest in applying for this position with the company. We will review your application and will get back to you if we are considering your interest in this opportunity.
