Provide advanced Level 2.5 support and administration for the BMC Helix/Remedy ITSM ecosystem: troubleshoot ARS, SRM, SmartIT and reporting, design workflows, maintain foundation data and access controls, build/monitor REST integrations, document issues, escalate to R&D, and support on-call/rotational coverage.
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) operations.Core 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.
Similar Jobs
Artificial Intelligence • Cloud • HR Tech • Information Technology • Productivity • Software • Automation
Drive new-business SaaS revenue through account and territory planning, prospect research, field sales, and deal negotiation. Build trusted relationships with C-suite executives, map client stakeholders, coordinate virtual sales teams and partners, advise customers on IT roadmaps, and engage specialists to support deals. The role focuses on selling cybersecurity solutions to energy and transportation organizations while achieving sales targets and maintaining a customer-success-oriented approach.
Top Skills:
AIArmisSaaSServicenowVeza
Artificial Intelligence • Cloud • HR Tech • Information Technology • Productivity • Software • Automation
Own commercial performance, renewals, expansion, adoption, and customer outcomes across high-value manufacturing accounts. Act as a strategic advisor to CIOs and senior IT leaders, translating transformation priorities into ServiceNow roadmaps. Lead complex cross-functional transformations, governance, AI adoption, value realization, executive reporting, and customer health programs. Champion customer feedback and maintain trusted executive relationships while converting platform adoption into measurable business and revenue outcomes.
Top Skills:
Ai/MlServicenowServicenow Ai Platform
eCommerce • Information Technology • Retail • Industrial
Leads end-to-end post-delivery operations, including returns, replacements, warranty claims, warehouse operations, and delivery exceptions. Develops scalable operating strategies, processes, service standards, KPIs, and business cases; improves performance through automation, Lean, Six Sigma, and process optimization. Manages third-party logistics vendors, leads cross-functional initiatives, presents recommendations to senior leadership, and develops employees through coaching and succession planning.
Top Skills:
AutomationDashboardsLeanSix SigmaThird-Party Logistics
What you need to know about the Chicago Tech Scene
With vibrant neighborhoods, great food and more affordable housing than either coast, Chicago might be the most liveable major tech hub. It is the birthplace of modern commodities and futures trading, a national hub for logistics and commerce, and home to the American Medical Association and the American Bar Association. This diverse blend of industry influences has helped Chicago emerge as a major player in verticals like fintech, biotechnology, legal tech, e-commerce and logistics technology. It’s also a major hiring center for tech companies on both coasts.
Key Facts About Chicago Tech
- Number of Tech Workers: 245,800; 5.2% of overall workforce (2024 CompTIA survey)
- Major Tech Employers: McDonald’s, John Deere, Boeing, Morningstar
- Key Industries: Artificial intelligence, biotechnology, fintech, software, logistics technology
- Funding Landscape: $2.5 billion in venture capital funding in 2024 (Pitchbook)
- Notable Investors: Pritzker Group Venture Capital, Arch Venture Partners, MATH Venture Partners, Jump Capital, Hyde Park Venture Partners
- Research Centers and Universities: Northwestern University, University of Chicago, University of Illinois Urbana-Champaign, Illinois Institute of Technology, Argonne National Laboratory, Fermi National Accelerator Laboratory
