About the Role
This position involves designing, configuring, and enhancing IT service management workflows within the BMC Helix platform. The candidate will analyze existing processes, identify improvement opportunities, and implement scalable solutions aligned with ITIL best practices.
Responsibilities
- Configure and maintain BMC Helix workflows to support IT service operations
- Analyze current ITSM processes and recommend enhancements
- Collaborate with IT teams to gather requirements for service improvements
- Design end-to-end workflows for incident, problem, and change management
- Ensure compliance with ITIL frameworks across implemented processes
- Troubleshoot and resolve workflow execution issues
- Develop reports and dashboards to monitor process performance
- Support integration between BMC Helix and other enterprise systems
- Document process designs and configuration changes
- Participate in testing and validation of new workflow implementations
- Provide expertise during system upgrades and platform enhancements
- Assist in training team members on workflow functionality
- Maintain data integrity within the ITSM environment
- Monitor key performance indicators for service management processes
- Drive continuous improvement initiatives based on operational data
- Work with stakeholders to align ITSM processes with business goals
- Implement automation to reduce manual intervention in workflows
- Ensure role-based access controls are properly configured
- Manage change requests related to workflow modifications
- Support audit readiness for IT service management practices
Compensation
Competitive salary based on experience
Work Arrangement
Remote
Team
Collaborative IT operations team focused on service delivery and process excellence
Why This Role Matters
- You will play a key role in shaping how IT services are delivered across the organization
- Your work directly impacts service reliability and user satisfaction
Technology Environment
- Primary platform: BMC Helix
- Integration with monitoring and ticketing systems
- Use of ITIL-aligned service management practices
Not available
