BMC Consultant

Fusion Global Business Solutions; Den Haag; On-site; EUR 55,000 - 75,000; Full time

Job summary

Fusion Global Business Solutions is seeking an ITSM Operations Specialist to stabilise and grow service support contracts across Managed Service and Support. You will build strong relationships within the operations and delivery groups to deliver an outstanding customer experience.

You will administer BMC Remedy/Helix, manage CMDB data and relationships, and work with AR System overlays to tailor workflows.

Qualifications

• Experience with BMC Remedy/Helix administration and basic development.
• Understanding of ITSM practices, SLAs, incident lifecycle and support workflows.
• Familiarity with CMDB concepts, CIs and relationships.
• Understanding of data import processes and access models in ITSM tools.

Responsibilities

• Assess incoming incidents in the support queue and assign per the matrix; respond within SLA.
• Follow up with customers on incidents requiring input and ensure timely resolution.
• Perform day-to-day admin for Managed Service customers, including user administration.
• Run daily checks and report results to stakeholders.
• Troubleshoot and resolve medium/low priority tickets; meet resolution SLAs.
• Record time using Salesforce and contribute to special projects.
• Create and modify Remedy data access models and permissions.
• Import data into Remedy applications using foundation and transactional data tools.
• Use BMC Atrium CMDB API to manage CIs and relationships.
• Customize AR System overlays and implement Remedy workflow/UI changes.
• Utilize Service Level Management tools and perform maintenance tasks.
• Review system logs to diagnose failures; use Discovery utilities for configuration data.
• Perform TrueSight Operations administration (SLAs, monitoring) and manage Orchestration environments.

Skills

Troubleshooting

Incident resolution

API integration

Data import

Log analysis

Customer service

Communication

Education

Honours Degree

Tools

BMC Remedy/Helix

Atrium CMDB API

TrueSight Operations

TrueSight Orchestration

Discovery utilities

Job description

About the role

This is a role core to stabilising and growing services support contracts with the customer, both Managed Service and Support and Maintenance. Building solid relationships in all levels within the operations and delivery group is a key part of the role as is creating an outstanding customer experience.

Main Duties & Responsibilities:

• Assess incoming Incidents in the support queue, assign according to the assignment matrix, and respond within SLA.
• Follow up with customers on outstanding Incidents requiring customer input.
• Perform day to day administration for Managed Service customers, including:
  • User administration across supported toolsets
  • Running daily checks and reporting results to stakeholders
• Troubleshoot and resolve medium/low priority tickets, ensuring resolution SLAs are achieved.
• Ensure customer satisfaction through timely and effective support.
• Record time using Salesforce.
• Contribute to special projects while maintaining core responsibilities.
• Create and modify the BMC Remedy ITSM data access model (permissions, row level restrictions).
• Use Data Management tools to import data into Remedy applications (foundation, process setup, transactional data).
• Use BMC Atrium CMDB API to create, update, or delete configuration items (CIs) and their relationships.
• Use BMC AR System Overlays to customise ITSM applications (workflow, UI, forms) as required.
• Implement Remedy workflow, UI, form, and administration changes.
• Use BMC Service Level Management Maintenance tools (log viewing, password encryption).
• Use BMC Remedy AR System Maintenance tools for troubleshooting.
• Review system logs (Filter logs, SQL logs) to diagnose failures.
• Use BMC Discovery command line utilities for configuration and data gathering.
• Perform TrueSight Operations administration (SLAs, monitoring policies, integrations).
• Manage TrueSight Orchestration environments (Grid Manager operations, managing modules/adapters, promoting content).

Knowledge:

• Knowledge of BMC Remedy/Helix administration, configuration, and customisation.
• Understanding of CMDB concepts, CIs, and relationship modelling.
• Knowledge of BMC Discovery operations and configuration.
• Understanding of TrueSight Operations and TrueSight Orchestration environments.
• Understanding of ITSM practices, SLAs, incident lifecycle, and support workflows.
• Knowledge of data import processes (foundation data, transactional data).
• Understanding of access models, permissions, and row level security in ITSM tools.
• Familiarity with PMO procedures and structured project processes.
• Understanding of system logs and troubleshooting methods in AR System.

Experience:

• Experience with BMC Remedy/Helix administration, configuration, and basic development.
• Experience with ITSM.
• Experience with ITOM (Desirable)
• Experience using Microsoft Office applications.

Skills:

• Technical Skills
  • oTroubleshooting and incident resolution skills.
  • oAbility to configure, integrate, and customise BMC Remedy/Helix solutions.
  • oAbility to work with APIs (e.g., Atrium CMDB API), data import tools, and Discovery utilities.
  • oAbility to interpret technical logs (Filter logs, SQL logs, AR System logs).
  • oStrong analytical and problem‑solving skills.
• Communication & Professional Skills
  • oStrong written, verbal, and telephone communication abilities.
  • oOutstanding customer service skills.
  • oAbility to interact with stakeholders across different business roles.
  • oAbility to organise workload effectively and deliver within agreed timelines.
  • oAbility to work effectively in a dynamic and fast‑paced environment.
  • oSelf‑motivation, initiative, reliability, and teamwork.

Qualifications:

• Honours Degree and/or commercial hands‑on experience with BMC products.

Requirements:

• EU residency required
• Must be eligible for Security Clearance
• Strong experience in ITSM, TSOM, and/or Discovery solutions
• Visa sponsorship is not available for this role.

Fusion GBS is an equal‑opportunity employer. We welcome applicants of all genders, backgrounds, identities, and experiences.