BMC Helix Support Engineer

BMC Helix Support Engineer/Admin

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 Responsibilities

• Advanced Troubleshooting:
  Diagnose and resolve complex customer-reported incidents across ARS, SRM, SmartIT, and Smart Reporting.
• 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.

Job Requirements

• 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 Expectations

Engineers 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.