BMC Helix ITSM Operational Support & Customization Engineer

Nair Systems is currently looking BMC Helix ITSM Operational Support & Customization Engineer our 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).
KEY COMPETENCIES
• Strong analytical and problem-solving ability
• Attention to detail and commitment to quality
• Ability to work independently and as part of a wider service management team
• Clear communication skills with both technical and non-technical stakeholders
• Strong documentation and change discipline
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:
Custom forms, workflows, filters, and escalations
Active Links and business rules
Approval processes and notifications
Implement role-based access controls, data permissions, and tenancy models as required.
Development & Automation
Design and build custom workflows, automations, and integrations using REST / API/SOAP integrations
Mid-Tier and Helix Integration Studio (as applicable)
Support integrations with monitoring tools, identity management platforms, HR systems, and other enterprise applications.
Optimise and refactor existing customisations to improve performance, maintainability, and user experience.
CMDB & Asset Management
Support and enhance CMDB design, data models, reconciliation rules, and discovery integrations.
Ensure data quality, compliance with CSDM (where applicable), and alignment to service models.
Troubleshoot discovery, federation, and data synchronisation issues.
Continuous Improvement & Governance
Work closely with ITSM Process Owners and Business process owners to translate requirements into technical solutions.
Ensure configurations align with ITIL v4 practices and organisational standards.
Produce and maintain technical documentation, configuration standards, and support runbooks.
Participate in audits, risk reviews, and compliance activities where required.
Joining time frame: 2 weeks (maximum 1 month)
Should you be interested in this opportunity, please send your latest resume in MS Word format at the earliest at [email protected]