Helix ITSM Associate Consultant - India

BMC Software, Inc.; Mumbai; On-site; INR 1,200,000 - 1,800,000; Full time

Job summary

BMC Helix in Navi Mumbai is seeking an AMS Consultant to provide L2/L3 application and operations support for enterprise software solutions across BMC Helix ITSM and related suites. The role involves incident, problem, change management, and service request handling, with a focus on continuous service improvement–all in a 24x7 managed services setting.

You will work closely with cross-functional teams to manage workflows, integrations, and upgrades, ensuring high-quality support and customer

Qualifications

• 5+ years of IT experience including ITSM, service desk, CRM, workflow, low-code, or enterprise apps.
• Hands-on production support with BMC Helix ITSM/Remedy or equivalents like ServiceNow, Jira Service Management, Ivanti, ManageEngine, Freshservice, Zendesk.
• Experience administering workflows, forms, fields, approvals, notifications, SLAs, and user access controls.
• Knowledge of ITIL processes: Incident, Problem, Change, Service Request, Knowledge, Asset, Configuration.
• Experience troubleshooting apps, integrations, APIs, authentication, databases, and performance issues.
• Familiarity with CMDB, Asset Management, self-service portals, and service catalogs.
• Proficiency with REST/SOAP APIs, JSON, XML, SQL, and basic reporting and integration troubleshooting.
• Experience supporting SSO, LDAP/AD, certificates, and access configurations.
• Strong analytical, troubleshooting, and root-cause analysis skills.
• Excellent customer-facing communication and stakeholder management.
• Bachelor’s degree in Engineering/CS/IT or related field.
• Willingness to work 24x7 shift-based environment (on-call, weekends, maintenance windows).

Responsibilities

• Provide L2/L3 application and operational support for BMC Helix ITSM and related service management apps 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, and user access controls.
• Troubleshoot complex application, workflow, integration, API, authentication, database, and performance issues; perform 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.

Skills

BMC Helix ITSM

ServiceNow

Jira Service Management

Ivanti

ManageEngine

Freshservice

Zendesk

ITIL processes

REST/SOAP APIs

SQL

LDAP/Active Directory

Education

Bachelor's degree in Engineering, Computer Science, Information Technology, or related field

Tools

Jira Service Management

ServiceNow

Ivanti

ManageEngine

Freshservice

Zendesk

Job description

CareerArc Code

CA_UT

#LI-UT1

Onsite: #LI-Onsite

This Is Helix. Powered by You.

At BMC Helix, we don't do ordinary. We're the AI-native engine behind the world's most forward-thinking IT organizations, helping them focus on what matters most. What are we passionate aboutWe're here to reset the economics of enterprise IT and help others realize the ROI of AI.

We are a mix of curious minds, creative thinkers, and courageous builders who 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 RD. Our open-first Agentic AI platform empowers 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.