A European central bank runs an on-premises BMC Helix ITSM platform on OpenShift to support incident, change, configuration, and service request management. The back-up BMC Helix Application Manager steps in on an on-call basis when the main owner is unavailable, with functional work focused on BMC Digital Workspace, Smart IT, ITIL processes, and the service catalog.
The mission
The current platform is based on BMC Helix ITSM version 25.3.01 and already supports incident management, change management, CMDB, service requests, and DWP. Additional modules, including problem management, knowledge management, and service level management, are planned in the next phase. Some custom developments were built over time by a service company, so the bank needs a functional owner who can keep the solution understandable, supportable, and aligned with service management needs.
In this role, you will provide back-up coverage for application ownership and level 2 support when required. That includes configuration work, validating releases, maintaining the service catalog, documenting changes, and coordinating with the BMC Helix Platform Administrator and technical teams. You will also support UAT, perform non-regression testing after updates, and contribute to incident analysis and root cause analysis.
Your responsibilities
- Own the functional roadmap for the BMC Helix application and keep it aligned with operational service management needs.
- Support level 2 incidents, investigate issues, and coordinate escalations with BMC Software and other vendors when needed.
- Configure application settings, roles, permissions, and service catalog elements, while keeping documentation complete and current.
- Validate new features, releases, and upgrades through UAT and non-regression testing.
- Maintain dashboards, usage views, and service performance reports to track KPIs and identify improvement areas.
- Document every configuration or development so the platform remains traceable and supportable.
Your profile
Essential skills
- Medior-level experience with BMC Helix ITSM and functional administration in an enterprise service management environment.
- Practical knowledge of BMC Digital Workspace, Smart IT, and service catalog management.
- Solid understanding of ITIL and broader ITSM processes, including incident, change, problem, and knowledge management.
- Good grasp of CMDB concepts and data quality principles.
- Ability to analyse incidents, support root cause analysis, and work with technical teams in a structured way.
- Strong documentation habits, with attention to configuration traceability and release validation.
- Comfortable coordinating UAT, non-regression testing, and application reporting.