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, covering incident, problem, change, request, knowledge, and service level management.

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

• Maintain low and well-documented customizations.

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

• Organize and execute data migration, cutover, hypercare, and knowledge transfer.

• Ensure quality through test plans, defect triage, release notes, and achieve customer satisfaction above 70 percent in every engagement.

• Mentor two to four engineers and assess their work.

⛳️ Requirements

• Minimum of 6 years of experience with BMC Remedy or BMC Helix ITSM, including at least 2 complete implementations as a technical lead.

• BMC Certified Professional: Helix ITSM 22.x (or Associate upon offer and Professional 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 clear written English.

• Comfortable interacting with customer CIOs or heads of operations.

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

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

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

• BMC Certified Associate: Helix Service Management On-Premises Deployment 25.x, for customers unable to use SaaS.

• Background in Telecom OSS/BSS or network operations.

• Language proficiency: English, Arabic.

🏝️ Benefits

• Access to professional development opportunities.

• Collaborative and innovative work environment.

• Competitive compensation and benefits package.