A major European central bank runs an on-premises BMC Helix ITSM platform on OpenShift to support incident, change, configuration and service request management, together with Digital Workplace access for internal users. This role covers the functional administration of that platform, with a focus on BMC Helix ITSM, ITIL practices and the ongoing evolution of the service catalogue.
The mission
The current environment already supports Incident Management, Change Management, CMDB, Service Request Management and DWP. The bank is also preparing to extend the platform with Problem Management, Knowledge Management and Service Level Management, while keeping existing custom developments documented and supportable. The application sits at the centre of operational and service management processes, so stability, traceability and clear governance matter in day-to-day use.
In this role, you act as the functional owner of the BMC Helix application landscape. You will work with the platform administrator, technical teams and external vendors to resolve incidents, validate changes and keep the solution aligned with service management needs. The scope combines functional administration, level 2 support, reporting and continuous improvement, with a strong emphasis on documentation and release validation.
Your responsibilities
- Own the functional roadmap for the BMC Helix application landscape and keep it aligned with operational and business priorities.
- Govern application configuration, access, roles and service catalogue content so the platform remains usable and consistent.
- Coordinate level 2 support, incident investigation and escalation paths with technical teams and BMC when required.
- Define and validate UAT, non-regression testing and release checks for new features, upgrades and configuration changes.
- Maintain dashboards, usage reporting and KPI tracking to support service management decisions.
- Document configurations, developments and customisations to keep the platform supportable over time.
Your profile
Essential skills
- Strong hands-on knowledge of BMC Helix ITSM, Smart IT and Digital Workplace.
- Solid understanding of ITIL and wider ITSM processes, especially incident, change, configuration and service request management.
- Practical experience with CMDB concepts and service catalog management.
- Ability to take ownership of functional administration, documentation and continuous improvement.
- Confident in working with technical teams, vendors and business stakeholders on incidents, testing and release validation.
- Structured, methodical approach to data quality, reporting and operational governance.