Helix ITSM Associate Consultant - India

BMC Software; Maharashtra; Hybrid; INR 1,062,000 - 1,298,000; Full time

Job summary

BMC Software seeks an AMS Consultant to provide L2/L3 operational services for BMC Helix ITSM across global customers. The role involves incident/problem/change management, workflow administration, and integration troubleshooting in a fast-paced, 24x7 environment.

You will collaborate with customer teams to ensure high availability and optimal performance, while contributing to continuous improvement and documentation with runbooks and RCA articles.

Qualifications

• 5+ years of IT experience including ITSM, service desk, CRM, workflow, or enterprise applications.
• Hands-on experience with BMC Helix ITSM/Remedy or equivalents like ServiceNow, Jira Service Management.
• Strong experience providing L2/L3 production support within Managed Services or enterprise environments.
• Experience administering and configuring workflows, forms, approvals, notifications, SLAs, and access controls.
• Good understanding of ITIL processes including Incident, Problem, Change, Service Request, Knowledge, Asset, and Configuration Management.
• Experience troubleshooting application functionality, integrations, APIs, authentication, databases, and performance issues.

Responsibilities

• Provide L2/L3 application and operational support for BMC Helix ITSM in a customer-facing environment.
• Configure and maintain workflows, approvals, notifications, SLAs, and user access controls.
• Troubleshoot complex issues across applications, integrations, and databases, driving root-cause analysis.
• Create operational reports, dashboards, and runbooks to improve service delivery.
• Collaborate with customer IT teams to maintain mission-critical platforms and support 24x7 operations.

Skills

ITIL processes

L2/L3 support

Customer facing

Stakeholder management

Root-cause analysis

SQL reporting

REST/SOAP APIs

Education

Bachelor's degree in Engineering

Tools

BMC Helix ITSM

ServiceNow

Jira Service Management

Ivanti

ManageEngine

Freshservice

Zendesk

Job description

You may occasionally be required to travel for business

Looking for details about our benefits? You can learn more about them by clicking HERE

Description and Requirements

This Is Helix. Powered by You.

AtBMC Helix, we don’t do ordinary. We’re theAI-native enginebehind the world’s most forward-thinking IT organizations, helping them focus on what matters most. What are we passionate about? We're here to reset the economics of enterprise IT and help others realize the ROI of AI.

We are a mix ofcurious minds, creative thinkers, and courageous builderswho believe tech should change the game—not just play it. We celebrate wins, support each other, and laugh a lot.

We are the change makers. With decades of leadership and established trust in IT service and operations management, we’re scaling with purpose—through organic innovation, strategic acquisitions, and relentless R&D. Our open-firstAgentic AI platformempowers autonomous agents to drive real outcomes with speed, accountability, and precision.

We are laser-focused on delivering real value to our customers by accelerating innovation and the application of applying agentic AI in digital service and operations management for IT organizations around the world.

GSD (Global Services Delivery) is a global delivery organization responsible for delivering BMC Helix solutions to our customers worldwide. It provides unique opportunity to meet customers and solve their business problems by consultative approach. This group is responsible for managing the latest BMC Helix technologies and making sure customers get the maximum value from their investment.

AMS Consultant - The Application Managed Services Consultant will provide consultative operational services including technical post-implementation/go-live services for enterprise software solutions throughout for BMC Helix’s worldwide customers. The Consultant must be able to multitask in a fast-paced environment since they will be working on incidents, problems, releases, patching, upgrades, and integrations simultaneously.

Here is how, through this exciting role, YOU will contribute to BMC Helix's and your own success:

• This is an on-site role at the Navi Mumbai location.
• Provide L2/L3 application and operational support for BMC Helix ITSM and related service management applications in a customer-facing managed services environment.
• Administer, configure, and support Incident, Problem, Change, Service Request, Knowledge, and Asset/Configuration Management processes.
• Configure and maintain workflows, approvals, notifications, SLAs, forms, templates, business rules, and user access controls.
• Troubleshoot complex application, workflow, integration, API, authentication, database, and performance issues while driving root cause analysis.
• Support Digital Workplace, self-service portals, service catalogs, and end-user experience initiatives.
• Assist with application upgrades, patches, hotfixes, integrations, and deployment validations.
• Create operational reports, dashboards, knowledge articles, runbooks, and RCA documentation to improve service delivery.
• Partner with customer application, infrastructure, security, database, and integration teams to maintain business-critical platforms.
• Contribute to continuous improvement initiatives and deliver high-quality support in a 24x7 operational environment.

To ensure you’re set up for success, you will bring the following skillset & experience:

• 5+ years of overall IT experience, including experience supporting ITSM, service desk, CRM, workflow, low-code, or enterprise applications.
• Hands-on experience with BMC Helix ITSM/Remedy or equivalent platforms such as ServiceNow, Jira Service Management, Ivanti, ManageEngine, Freshservice, Zendesk, or similar solutions.
• Strong experience providing L2/L3 production support within Managed Services or enterprise support environments.
• Experience administering and configuring workflows, forms, fields, approvals, notifications, routing rules, service catalogs, user roles, permissions, and SLAs.
• Good understanding of ITIL processes including Incident, Problem, Change, Service Request, Knowledge, Asset, and Configuration Management.
• Experience troubleshooting application functionality, integrations, APIs, authentication, databases, scheduled jobs, and performance-related issues.
• Familiarity with CMDB, Asset Management, self-service portals, and service catalog solutions.
• Working knowledge of REST/SOAP APIs, JSON, XML, SQL, reporting tools, and integration troubleshooting.
• Experience supporting SSO, LDAP/Active Directory, certificates, and access‑related configurations.
• Strong analytical, troubleshooting, and root‑cause analysis skills.
• Excellent customer‑facing communication and stakeholder management abilities.
• Bachelor's degree in Engineering, Computer Science, Information Technology, or a related field.
• Willingness to work in a 24x7 shift‑based environment, including on‑call, weekend, and maintenance window support.

Why Work Here? Because You’ll Matter.

We’re not hiring for roles—we’re hiring forimpact. At Helix, you’llsolvehard problems, buildsmart solutions, and work with people who challenge and champion you. You’ll see your ideas come to life—and your work make a difference.

We believe intrust, transparency, andgrit. Our culture is inclusive, flexible, and built for people who want to stretch themselves- andsupport others doing the same. Whether you’re remote or in-office, you’ll find space toshow up fully and contribute meaningfully.You won’t be boxed in—you’ll be backed up.

Make Your Mark At Helix

We value diverse perspectives and believe the best ideas come from everywhere.

EEOC Statement

Helix is committed to equal opportunity employment regardless of race, age, sex, creed, color, religion, citizenship status, sexual orientation, gender, gender expression, gender identity, national origin, disability, marital status, pregnancy, disabled veteran or status asa protected veteran. If you need a reasonable accommodation for any part of the application and hiring process, visit the accommodation request page.

BMC Software maintains a strict policy of not requesting any form of payment in exchange for employment opportunities, upholding a fair and ethical hiring process.

At BMC we believe in pay transparency and have set the midpoint of the salary band for this role at 1,180,000 INR. Actual salaries depend on a wide range of factors that are considered in making compensation decisions, including but not limited to skill sets; experience and training, licensure, and certifications; and other business and organizational needs.

The salary listed is just one component of BMC's employee compensation package. Other rewards may include a variable plan and country specific benefits.

We are committed to ensuring that our employees are paid fairly and equitably, and that we are transparent about our compensation practices.

We use AI technology to support parts of our recruitment process, but people—not algorithms—make all final hiring decisions. AI may assist with tasks like scheduling, screening for role alignment, or helping us manage large volumes of applications more efficiently. However, candidates are reviewed by a member of our recruitment team, and interviews and hiring decisions are always made by people. We’re committed to ensuring that technology enhances fairness, efficiency, and the candidate experience—never replace genuine human judgment.

( Returnship@BMC )

Had a break in your career? No worries. This role is eligible for candidates who have taken a break in their career and want to re-enter the workforce.