BMC Helix ITSM Operational Support

2/16/2026

This role involves providing 2nd and 3rd line operational support for BMC Helix ITSM modules, including diagnosing and resolving application defects, performance issues, and managing critical tickets. The position also requires configuring and customizing BMC Helix ITSM modules using best-practice, upgrade-safe approaches.

Working Hours

40 hours/week

Company Size

51-200 employees

Language

English

Visa Sponsorship

About The Company

VAM Systems is a Business Consulting, Technology Solutions and Professional Services organization working with major organizations in USA, UAE, Bahrain, India, Singapore and Australia. Delivers leading edge information and communication technology based business solutions to enable our clients to continuously stay ahead and achieve sustainable profit and consistent growth by leveraging new channels of customer engagement and service delivery as well as better and efficient employment of resources and processes with measurable parameters for performance. While our local presence assists us in better understanding of the local needs, our global presence assist us to offer solutions strengthened by experience in leading markets globally.

About the Role

Job Description

We are currently looking BMC Helix ITSM Operational Support Qatar operations.

QUALIFICATIONS, EXPERIENCE

Required Qualifications:

• Degree in Computer Science, Information Systems, or equivalent practical experience.

• ITIL v4 Foundation (desirable).

• BMC Helix / Remedy certifications (advantageous).

Operational Support

• Provide 2nd / 3rd line support for BMC Helix ITSM, including Incident, Problem, Change, Asset, CMDB, Request Fulfilment, and Knowledge Management.

• Diagnose and resolve application defects, performance issues, data inconsistencies, and user access issues.

• Analyse logs, workflows, integration points, and system behaviour to identify root causes.

• Track and manage severity-1 / critical tickets and ensure timely resolution with minimal business impact.

• Monitor system health, logs, integrations, and scheduled jobs to ensure platform availability and reliability.

• Support platform upgrades, patches, hotfixes, and security updates in line with ITIL Change Management processes.

• Customise UI views and layouts to support business requirements and usability standards.

• Troubleshoot and resolve Developer Studio–related issues, including process failures and data inconsistencies.

• Ensure all developments are upgrade-safe, SaaS-compliant, and aligned with BMC best practices.

• Support UAT, defect fixing, and production deployments for Developer Studio customizations.

• Maintain technical documentation for custom objects, processes, and configurations.

Configuration & Customisation

• Configure and customise BMC Helix ITSM modules using best-practice, upgrade-safe approaches.

• Develop and maintain:

o Custom forms, workflows, filters, and escalations

o Active Links and business rules

o Approval processes and notifications

o Implement role-based access controls, data permissions, and tenancy models as required.

Joining time frame: 2 weeks (maximum 1 month)

Key Skills

BMC Helix ITSMIncident ManagementProblem ManagementChange ManagementAsset ManagementCMDBRequest FulfilmentKnowledge ManagementITIL v4 FoundationDeveloper StudioWorkflowsActive LinksBusiness RulesRole-Based Access ControlsUATPlatform Upgrades