BMC Helix Support Engineer

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.