BMC Helix ITSM Consultant

Job Title

Senior BMC Helix ITSM Consultant

Job Scope

We are seeking a highly skilled Senior BMC Helix ITSM Consultant to lead the design, implementation, and optimization of IT Service Management (ITSM) solutions based on BMC Helix ITSM. The ideal candidate will combine deep technical expertise in the BMC Helix suite, Kubernetes (K8s), and OpenShift with strong knowledge of ITSM process best practices to deliver scalable and innovative ITSM solutions. This role is pivotal in aligning IT services with organizational goals while leveraging advanced technologies like containerization, AI-driven automation, and cloud integration.

Main Duties and Responsibilities

ITSM Process Design & Best Practices:

• Design and implement ITSM processes based on ITIL best practices, ensuring a clear focus on efficiency, scalability, and alignment with business goals.
• Lead the development and improvement of key processes.

Solution Design & ITSM Implementation:

• Architect and deploy ITSM solutions using BMC Helix ITSM, focusing on modules such as Incident, Problem, Change, Service Request, CMDB, and Asset Management.
• Implement ITSM workflows in BMC Digital Workplace Catalog (DWPC) to provide seamless self-service capabilities.
• Ensure solutions adhere to ITSM governance frameworks, delivering consistent and compliant services.

Platform Administration & Optimization:

• Manage the administration and optimization of the BMC Helix ITSM platform, ensuring high availability and performance.
• Deploy, scale, and manage BMC Helix ITSM in Kubernetes (K8s) and OpenShift environments for containerized and cloud-native operations.
• Leverage cognitive capabilities like Helix Virtual Agent and AI-powered automation to enhance user experience and operational efficiency.

Position Requirements

Technical Expertise:

• 7+ years of experience in ITSM with at least 4 years working on BMC Helix ITSM Suite.
• In-depth knowledge of ITIL frameworks and proven experience in ITSM process implementation and improvement.
• Expertise in Kubernetes (K8s) and OpenShift for containerized application management and deployment.
• Strong skills in configuring and customizing BMC Helix modules (Incident, Problem, Change, CMDB, Asset, and Service Request Management).
• Proficiency with BMC Digital Workplace Catalog (DWPC) and Helix AI-driven automation.
• Experience with REST APIs, JSON, and third-party tool integrations.

Certifications (Preferred):

• BMC Certified Professional – Helix ITSM.
• Kubernetes Certified Administrator (CKA) or Certified Kubernetes Application Developer (CKAD).
• ITIL 4 Foundation or higher certification (Intermediate/Expert).
• OpenShift Administrator or Developer certification.

Education

Bachelor’s degree in Computer Science, Computer Engineering or any other related field

Experience

Integration & Automation:

• Automate workflows and processes using APIs.
• Ensure compliance and security during integrations and automation projects.

Kubernetes & OpenShift Expertise:

• Deploy and manage BMC Helix ITSM in containerized environments using Kubernetes and OpenShift.
• Optimize Helm charts and manage cluster resources for high availability and efficient scaling.
• Monitor and resolve issues related to Kubernetes cluster health, storage, and networking.

Collaboration & Leadership:

• Work closely with stakeholders to gather requirements and translate them into actionable ITSM solutions.
• Lead workshops and training sessions to promote ITSM process excellence and platform capabilities.
• Mentor junior ITSM team members and provide guidance on process improvements and technical skills.

At least 7 years of relevant experience.

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