BMC Helix ITSM Operational Support

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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. - Develop and maintain: 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. Joining time frame: Immediate

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