Job Description/Specification:
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.
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.