BMC Helix Support Engineer

Appex Innovation • Chicago, IL

6d • Hybrid

About The Position

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.

Requirements

• Typically 2 to 5 years of hands-on experience handling BMC Remedy ITSM/Helix applications.
• Basic to intermediate knowledge of Unix, databases (SQL/Oracle), Web services, and REST API.
• Exposure to modules like Knowledge Management, Asset Management (CMDB), and Digital Workplace (DWP).
• Excellent problem-solving capabilities, technical documentation skills, and a customer-focused mindset.

Nice To Haves

• 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.

Responsibilities

• Diagnose and resolve complex customer-reported incidents across ARS, SRM, SmartIT, and Smart Reporting.
• Build and refine workflows to automate ITSM processes and simplify user steps within the BMC Helix ecosystem.
• Maintain foundation data, manage access rights/security administration, and assist with user onboarding.
• Build and maintain REST-based API integrations with third-party systems and monitor system performance.
• Escalate unresolved anomalies directly to BMC Helix R&D while documenting edge cases and contributing to the knowledge base.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed