BMC Helix ITSM Technical Consultant/Architect

Falcon Chase International is seeking an experienced BMC Helix ITSM Technical Consultant/Architect to join a high-profile enterprise programme. This role is ideal for a professional with strong hands-on experience in BMC Helix ITSM, BMC Remedy, Helix Discovery (ADDM), CMDB, ITSM integrations, and ITIL Service Management.

The successful candidate will be responsible for designing, implementing, migrating, integrating, and supporting enterprise BMC Helix ITSM solutions while working closely with architects, infrastructure teams, developers, and business stakeholders.

Security Clearance: SC Cleared or Lapsed (Preferred)

Key Responsibilities

• Design, develop, and implement end-to-end BMC Helix ITSM solutions across Incident, Problem, Change, Release, Asset, CMDB, Service Request and Knowledge Management.
• Lead migration activities from BMC Remedy on-premise environments to BMC Helix SaaS.
• Design and develop integrations using REST APIs, SOAP Web Services and BMC Helix Integration Service (iPaaS).
• Configure and maintain BMC Helix Discovery (ADDM) and CMDB data models.
• Configure workflows, approvals, SLAs, OLAs, escalations and automation rules.
• Provide Level 3 production support, platform administration, upgrades, patching and performance optimisation.
• Work closely with business stakeholders, Solution Architects and Service Management teams to deliver scalable ITSM solutions aligned with ITIL v4.
• Produce technical documentation, solution designs, architecture diagrams and operational runbooks.
• Mentor junior administrators and support continuous platform improvements.

Required Skills & Experience

• 8+ years of hands-on experience with BMC Remedy/BMC Helix ITSM.
• Strong expertise across Incident, Problem, Change, CMDB, Asset Management, Service Request and Knowledge modules.
• Strong experience with AR System workflows (Filters, Active Links, Escalations) and Smart IT.
• Experience integrating BMC Helix using REST APIs, SOAP APIs and Helix Integration Service (iPaaS).
• Experience with BMC Helix Discovery (ADDM) and CMDB population.
• Scripting experience using Python, PowerShell or Bash.
• Strong understanding of ITIL v4 processes and enterprise Service Management.
• ITIL v4 Foundation certification (minimum).
• Excellent stakeholder management, communication and technical leadership skills.