Lead Consultant, BMC Helix ITSM

This is a fully remote position, open to applicants in India.

📋 Description

• Facilitate discovery and design workshops.

• Translate the customer’s service model into Helix ITSM, encompassing incident, problem, change, request, knowledge, and service level management.

• Configure and enhance Helix ITSM, Smart IT, and Digital Workplace.

• Maintain low customization levels and ensure thorough documentation.

• Create integrations utilizing REST and the Helix platform (Innovation Studio) with OSS/BSS, HR, monitoring, and identity systems.

• Strategize and execute data migration, cutover, hypercare, and knowledge transfer processes.

• Uphold quality through comprehensive test plans, defect triage, release notes, and ensure customer satisfaction exceeds 70 percent in every engagement.

• Mentor two to four engineers and oversee their work.

⛳️ Requirements

• A minimum of 6 years of experience with BMC Remedy or BMC Helix ITSM.

• At least 2 complete implementations as a technical lead.

• BMC Certified Professional: Helix ITSM 22.x (or Associate upon hiring, with Professional certification within 90 days).

• BMC Certified Associate: Helix ITSM 22.x or 23.x for Administrators.

• BMC Certified Associate: AR System 22.x for Administrators.

• ITIL 4 Foundation certification.

• Proficient in written English.

• Comfortable presenting to a customer CIO or head of operations.

• Proficiency in Arabic and English is required.

• Experience in Telecom OSS/BSS or network operations is advantageous.

• BMC Certified Associate: HelixGPT 26.1 Administering for Service Management is a plus.

• BMC Certified Associate: Helix Innovation Studio 25.x for Developers is a plus.

• BMC Certified Associate: Helix Digital Workplace 23.x for Advanced License Administrators is a plus.

• BMC Certified Associate: Helix Service Management On-Premises Deployment 25.x is a plus.

🏝️ Benefits

• Contract-to-hire employment.

• Remote work opportunity from India.