BMC Helix Support Engineer

Appex Innovation; Chicago (IL); Hybride; USD 90 000 - 120 000; Plein temps

Résumé du poste

Appex Innovations in Chicago, IL seeks a BMC Helix Support Engineer/Admin in a hybrid role to bridge Level 2 troubleshooting with advanced ITSM administration.

You will diagnose incidents across ARS, SRM, SmartIT and Smart Reporting, implement workflows, manage access, and build REST integrations while supporting on-call rotations.

Qualifications

• Experience with BMC Remedy ITSM/Helix applications (2–5 years).
• Ability to design and refine workflows to automate ITSM processes.
• Maintain foundation data, access rights and onboarding.
• Build and maintain REST-based API integrations with third-party systems.
• Escalate unresolved issues and contribute to knowledge base.
• Comfort with on-call or rotational shifts.

Responsabilités

• Diagnose and resolve complex incidents across ARS, SRM, SmartIT and Smart Reporting.
• Design and refine ITSM workflows to simplify user steps.
• Maintain system data, access rights and onboarding processes.
• Develop and monitor REST API integrations with external systems.
• Escalate issues to BMC Helix R&D and document edge cases.

Connaissances

Workflow design

System administration

REST API integrations

Escalation & collaboration

ITIL or certification

Unix

SQL/Oracle databases

BMC Helix/Remedy ITSM

Knowledge/CMDB modules

Customer-focused mindset

Formation

ITIL certification preferred

Outils

BMC Helix

Remedy ITSM

Unix

SQL/Oracle

Web services

REST API

Description du poste

At Appex Innovations, we believe in the power of technology to transform healthcare, we believe in being nimble and in continual innovation, we believe that every customer is unique and we believe in listening to our clients. With our deep expertise in the health care domain, solid resource base, constant industry interface and the drive to be the best in the industry, we strive to provide services that re-define health care in the years to come. The secret to our success is Appex Innovations commitment to our people and our work. We thrive on teamwork, intelligence, and innovation. Our bright and energetic employees, hailing from over different parts of the world, share a passion for leading the way to improved healthcare outcomes. Together we work diligently to add value to our clients.

Job Description

We are seeking a BMC Helix Support Engineer/Admin in Chicago, IL for a hybrid role.

Summary:

A Level 2.5 BMC Helix Support Engineer bridges the gap between traditional Level 2 troubleshooting and advanced administrative/engineering support. They are responsible for managing, configuring, and optimizing the BMC Helix ecosystem while ensuring seamless IT Service Management (ITSM) operations.Core ResponsibilitiesAdvanced Troubleshooting: Diagnose and resolve complex customer-reported incidents across ARS, SRM, SmartIT, and Smart Reporting.

Job Requirements:

• Workflow & Process Design: Build and refine workflows to automate ITSM processes and simplify user steps within the BMC Helix ecosystem.
• System Administration: Maintain foundation data, manage access rights/security administration, and assist with user onboarding.
• Integration Support: Build and maintain REST-based API integrations with third-party systems and monitor system performance.
• Escalation & Collaboration: Escalate unresolved anomalies directly to BMC Helix R&D while documenting edge cases and contributing to the knowledge base.
• Required Qualifications & Skills Experience: Typically 2 to 5 years of hands-on experience handling BMC Remedy ITSM/Helix applications.
• Technical Depth: Basic to intermediate knowledge of Unix, databases (SQL/Oracle), Web services, and REST API.
• Platform Familiarity: Exposure to modules like Knowledge Management, Asset Management (CMDB), and Digital Workplace (DWP).
• Soft Skills: Excellent problem-solving capabilities, technical documentation skills, and a customer-focused mindset.
• Career ExpectationsEngineers in this role must often be comfortable with on-call support or rotational shifts (including weekends) to ensure continuous production support. Holding an ITIL or relevant BMC Software certification is highly valued.