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.
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