ITSM Tooling Engineer (BMC Helix)

We're looking for an ITSM Tooling Engineer (BMC Helix) to join our team. In this role, you will design, configure and enhance BMC Helix ITSM/Digital Workplace solutions, ensuring seamless integration with existing IT processes and tools. You will be responsible for implementing workflows, improving automation, and integrating third-party systems such as Azure DevOps, while contributing to the strategic evolution of the ITSM ecosystem.
This is a key opportunity to work on a mission-critical platform, contributing to digital transformation initiatives and innovations such as AI-enabled capabilities, intelligent chat, and smarter documentation workflows.
Responsibilities
Configure, customize and enhance BMC Helix ITSM/Digital Workplace functionalities
Support design and implementation of new BMC features and services
Gather requirements from ICT functional teams and document technical designs
Create workflows to automate ITSM processes and simplify business operations
Integrate BMC Helix with third-party platforms such as Azure DevOps
Onboard and manage users, permissions and teams within the platform
Provide technical support and ensure platform stability during changes and after delivery
Assist in introducing AI-driven enhancements for language, chat and documentation suggestions
Contribute to testing, quality assurance and continuous improvement initiatives
Collaborate with cross-functional teams to ensure alignment with governance and security standards
Requirements
3+ years of experience supporting BMC Helix ITSM/Digital Workplace, including configuration, customization and integration
Strong understanding of ITSM processes and hands-on experience creating automations and workflows
Familiarity with BMC development life cycles for ITSM-related functions
Hands-on experience with integrations involving Azure or other cloud technologies
Excellent analytical and problem-solving skills with ability to work independently and drive results
Strong communication and stakeholder engagement skills in English
Proficiency in MS Office tools (Visio, Excel, PowerPoint)
Ability to collaborate effectively with cross-functional ICT teams and business stakeholders
Nice to have
Certifications in BMC Helix and/or ITIL
Experience in onboarding and managing teams in large enterprise environments
General understanding of the insurance or financial services sectors
Degree in Computer Science, Engineering or related discipline