BMC Helix ITSM Operational Support & Customization Engineer

Nair Systems is currently looking BMC Helix ITSM Operational Support & Customization Engineer our 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).

KEY COMPETENCIES

• Strong analytical and problem-solving ability

• Attention to detail and commitment to quality

• Ability to work independently and as part of a wider service management team

• Clear communication skills with both technical and non-technical stakeholders

• Strong documentation and change discipline

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:

• Custom forms, workflows, filters, and escalations

• Active Links and business rules

• Approval processes and notifications

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

Development & Automation

• Design and build custom workflows, automations, and integrations using REST / API/SOAP integrations

• Mid-Tier and Helix Integration Studio (as applicable)

• Support integrations with monitoring tools, identity management platforms, HR systems, and other enterprise applications.

• Optimise and refactor existing customisations to improve performance, maintainability, and user experience.

CMDB & Asset Management

• Support and enhance CMDB design, data models, reconciliation rules, and discovery integrations.

• Ensure data quality, compliance with CSDM (where applicable), and alignment to service models.

• Troubleshoot discovery, federation, and data synchronisation issues.

• Continuous Improvement & Governance

• Work closely with ITSM Process Owners and Business process owners to translate requirements into technical solutions.

• Ensure configurations align with ITIL v4 practices and organizational standards.

• Produce and maintain technical documentation, configuration standards, and support runbooks.

• Participate in audits, risk reviews, and compliance activities where required.

Joining time frame: 2 weeks (maximum 1 month)

Should you be interested in this opportunity, please send your latest resume in MS Word format at the earliest at