BMC Helix ITSM Team Leader

As a BMC Helix ITSM Team Leader, you will lead advanced configuration activities, handle complex technical escalations, and ensure alignment with governance, security, and architectural standards.You will play a key role in continuous improvement, knowledge sharing, and supporting team members through hands‑on guidance and best practices, acting as a technical reference Team Leader within the ITSM team.Key ResponsibilitiesOwn and maintain advanced configurations of the BMC Helix ITSM platformManage and support AR System administration, including:Users, groups, roles, and permissionsAR System security and access controlDesign, modify, and maintain AR workflows:Filters, active links, escalationsAct as a senior L2 escalation point for complex technical issuesEnsure compliance with governance, security, and architectural standardsSupport platform stability, performance, and scalabilityDesign, configure, and optimize Digital Workplace services and workflowsConfigure and govern Virtual Agent and Live Chat (intents, routing, flows)Support and contribute to the adoption of AI capabilities (HelixGPT, classification, automation)Assist in defining AI use cases and monitoring quality and performanceDevelop and maintain KPIs, dashboards, and reportsMaintain and support CMDB governance (CI modeling, reconciliation rules, data quality)Oversee BMC Helix Discovery integrations and data validationSupport integrations using REST APIs and web servicesParticipate in building and configuring new BMC Helix ITSM tenants for new customersSupport initial platform setup, baseline configurations, and environment readinessAssist with tenant validation, smoke testing, and handover to operations teamsDemonstrate working knowledge of Kubernetes concepts (pods, services, deployments)Provide technical guidance and day‑to‑day support to team membersMaintain documentation, technical guidelines, and operational proceduresMust‑Have QualificationsFluent English (spoken and written)5+ years of solid hands‑on experience with BMC Helix ITSM / BMC RemedyStrong practical knowledge of ITSM processes and platform governanceProven experience with AR System administration and workflow developmentProven hands‑on experience with CMDB & Discovery (CI modeling, reconciliation, data quality)Solid experience supporting ITSM platform/application upgradesHands‑on experience with:New tenant builds or environment setupDigital WorkplaceVirtual Agent & Live ChatREST APIs and integrationsStrong understanding of workflows, permissions, and role‑based access modelsAbility to work independently and act as a technical reference for the teamNice to HaveBMC Certified Professional – Helix ITSMBMC Certified Professional – Helix DiscoveryExperience with Kubernetes or container‑based platformsExperience supporting multi‑tenant environments