Mission Context
Working closely with the ITSM Architect, the GCC Technical Lead, and the BMC Helix Technical Expert, the role will focus on technical knowledge transfer, RUN support, backlog management, platform enhancements, and project implementations.
The developer will ensure platform stability, resolve complex technical incidents, and deliver high-quality developments while contributing to the gradual development of the GCC team's technical autonomy.
Objectives and Deliverables
1. Knowledge Transfer and Reversibility
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Actively participate in technical knowledge transfer and reversibility activities.
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Develop an in-depth understanding of existing BMC configurations, customizations, workflows, and integrations.
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Review and validate technical documentation, code, and operational procedures.
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Identify knowledge gaps, technical risks, and undocumented dependencies.
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Perform reverse knowledge transfer and hands-on validation to demonstrate operational readiness.
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Contribute to technical documentation, runbooks, and knowledge sharing within the GCC.
2. RUN Support and Incident Resolution
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Provide L3 technical support for the BMC Helix ITSM platform.
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Investigate and resolve complex production incidents, application defects, and integration failures.
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Perform root cause analysis and implement permanent fixes.
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Debug workflows, APIs, performance issues, and data inconsistencies.
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Support problem management and preventive actions to improve platform stability.
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Ensure production continuity and provide support for critical incidents when required.
3. Backlog, Enhancements, and Projects
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Deliver technical developments from the ITSM backlog, including bug fixes, enhancements, and automation.
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Design, develop, and implement new BMC Helix features based on business requirements.
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Contribute to ITSM transformation initiatives and project deliverables.
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Develop and enhance workflows, service catalog items, integrations, and CMDB capabilities.
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Prioritize standard BMC capabilities and minimize unnecessary customization.
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Support testing, UAT, go-live activities, and production deployments.
4. Development and Integration
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Develop and maintain solutions across BMC Helix ITSM, AR System / Developer Studio, and Innovation Studio.
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Build and debug Active Links, Filters, Escalations, Forms, Guides, approvals, and business rules.
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Configure and enhance Digital Workplace, Service Catalog, Smart IT, CMDB, and Asset Management.
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Develop and maintain REST API / iPaaS integrations with enterprise platforms.
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Ensure that developments are documented, tested, and maintainable.
Mandatory Requirements
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8+ years of IT experience, including 5+ years of hands-on development experience with BMC Remedy / BMC Helix.
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Proven experience as a Senior BMC Helix Developer, with strong expertise in RUN / production support.
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In-depth hands-on knowledge of BMC Helix ITSM, AR System / Developer Studio, and Innovation Studio.
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Strong experience with Digital Workplace, Service Catalog, CMDB, and ITSM workflows.
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Proven experience with REST APIs, integrations, and automation.
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Strong experience in L3 incident resolution, debugging, root cause analysis, and permanent fixes.
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Demonstrated ability to deliver backlog enhancements and project developments.
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Experience with testing, go-live activities, deployments, and production environments.
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Self-sufficient, proactive, quick learner, and delivery-oriented.
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Strong English communication skills and technical documentation skills.
Nice to Have
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BMC Helix SaaS, Discovery, and Operations Management.
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Helix Data Manager and Dashboards.
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CMDB automation and data integrations.
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Experience with technical transitions and knowledge transfer.
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ITSM transformation and modernization of legacy BMC environments.
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ITIL certification.
Additional Information
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Start date: ASAP
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Location: Fully remote within Europe
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Duration: 6 months
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English: Mandatory
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