BMC Helix Support Engineer

BMC Helix, Inc.

Chicago, IL, United States

about 2 months ago

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Role details

Contract type

Permanent contract

Employment type

Full-time (> 32 hours)

Experience level

Experienced

Experience required

2 years minimum

Working hours

Shift work

Job source

www.dice.com

Tech stack

Unix Configuration Management Databases Databases Monitoring of Systems Knowledge Management Oracle (Applications) SQL Databases Web Services Restful APIs Bmc Software Api Management

Job description

We are seeking a BMC Helix Support Engineer/Admin in Chicago, IL for a hybrid role., 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.

Requirements

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.