Technical Consultant – Enterprise Service Management

Job Overview

We are looking for a hands-on Technical Consultant – Enterprise Service Management to support the design, implementation, configuration and enhancement of enterprise service management solutions.

The role will primarily focus on BMC Helix Digital Workplace and BMC Helix Business Workflow. Candidates with strong BMC Remedy experience may also be considered.

You will work closely with internal stakeholders, the Service Management team and external vendors to translate business requirements into technical solutions, configure and enhance the platform, manage integrations, troubleshoot issues and support ongoing platform operations.

Key Responsibilities

• Analyse business requirements and translate them into clear functional and technical specifications.
• Design, configure and implement solutions on BMC Helix Digital Workplace and Helix Business Workflow.
• Develop and enhance workflows, business rules, automation, forms, service catalog items and integrations.
• Perform scripting, API integrations and data transformation activities.
• Troubleshoot complex application and platform issues, perform root-cause analysis and implement fixes.
• Deliver platform enhancements and continuous improvements based on operational needs and user feedback.
• Manage system configurations, environment changes, release migrations and platform upgrades.
• Support integration between BMC Helix / Remedy and other enterprise applications.
• Work closely with vendors on solution design, technical assessments, troubleshooting and performance tuning.
• Prepare technical documentation including solution design documents, configuration guides, test scripts and implementation documentation.
• Support SIT/UAT, defect management, production deployment and post-implementation support.
• Ensure solutions comply with enterprise architecture, security, access-control and compliance requirements.
• Provide ongoing technical support and ensure incidents and service requests are handled in accordance with agreed SLAs.
• Support capacity planning, performance monitoring and optimisation of BMC Helix / Remedy components.
• Assist with audit and security queries relating to configurations, user access and system behaviour.

Requirements

• Degree in Information Technology, Computer Science, Information Systems or a related discipline.
• Minimum 3 years of IT experience, preferably in technical consulting, application support, platform implementation or enterprise service management.
• Hands-on experience with BMC Helix Digital Workplace and/or BMC Helix Business Workflow is highly preferred.
• Candidates with strong BMC Remedy / Remedy ITSM experience will also be considered.
• Experience configuring or developing workflows, forms, business rules, automation and integrations.
• Good understanding of REST APIs, system integrations, scripting and data transformation.
• Experience supporting enterprise application upgrades, migrations, releases and production environments.
• Strong troubleshooting and root-cause analysis skills.
• Experience with UAT, defect management, technical documentation and production deployment.
• Good understanding of IT service management / enterprise service management processes.
• Strong stakeholder and vendor-management skills.
• Good written and verbal communication skills.
• Able to work independently and manage multiple priorities.

Registration No.: R25156061

EA No.: 11C3373