ITSM Platform Specialist (ITSM – IT Service Management

We are seeking a skilled ITSM Platform Specialist to support the BMC Helix ITSM solution at Dar. This role requires a deep understanding of BMC platforms, hands-on configuration and integration experience, and the ability to translate business requirements into technical solutions including AI capabilities.

Note that this role is on BMC Helix On Prem version.

Key Responsibilities:

• Integrate AI capabilities available in BMC Helix (previous name BMC Remedy) to maximize the experience and the overall ITSM platform value for both end-users and IT.
• Contribute in defining relevant KPI’s. Implement & Measure KPI’s on BMC Helix.
• Coordinate with internal teams and external vendors to manage service requests and ensure adherence to SLAs.
• Work closely with the IT team to gather functional ITSM requirements and Implement on BMC Helix.
• Analyze operational data to identify trends, bottlenecks, and areas for improvement in service processes.
• Proactively identify opportunities for automation and process optimization to reduce manual intervention and increase operational efficiency
• Perform upgrades, patches, and migrations of BMC applications.
• Develop automation scripts and workflows to improve functional efficiency as needed.
• Provide documentation, training, and support to end users and IT teams.
• Collaborate with all stakeholders and IT teams to ensure timely results.

Required Skills & Experience:

• 3-5 years of strong experience working with BMC Remedy / Helix.
• Strong expertise in BMC CMDB, Smart IT, or Remedy/Helix ITSM.
• Experience in ITSM, ITIL processes, and incident/change/problem management.
• Proficiency with integration tools and APIs (REST/SOAP, Web Services).
• Scripting skills (JavaScript, Python, or Shell) are a plus.
• Ability to work independently and within a team environment.

Preferred Qualifications:

• BMC Certifications (e.g. BMC Certified Administrator).
• Knowledge of DevOps, Agile methodologies, or automation tools will be additional plus.

Education:

• Bachelor’s degree in computer science, Information Technology.