BMC Helix Support Engineer

BMC Helix, Inc.

Chicago, IL, United States

4 days 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.careerbuilder.com

Tech stack

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

+1 more

Api Management

Job description

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.

Skills: Administrative Skills, Application Programming Interface (API), Asset Management, Bridge Building, Civil Engineering, Customer Relations, Documentation, Ecosystems, IT Service Management (ITSM), ITIL (IT Infrastructure Library), Identify Issues, Knowledge Base, Knowledge Management, On Call, Onboarding, Oracle Database, Performance Analysis, Problem Solving Skills, Production Support, REST (Representational State Transfer), Research & Development (R&D), Supplier Relationship Management (SRM), Systems Administration/Management, Technical Support, Technical Writing, Unix Operating Systems, Web Services