BMC Helix ITSM Specialist / System Administrator

ATS Client; Cape Town; On-site; ZAR 700,000 - 1,100,000; Full time

Job summary

ATS Client in Cape Town seeks a highly skilled BMC Helix ITSM Specialist to optimize ITSM platforms, configure, maintain, and evolve the BMC Helix ecosystem in alignment with ITIL best practices.

The role covers system configuration, access control, development of workflows, integrations with enterprise systems, and ongoing performance tuning to ensure high availability and scalable service delivery.

Qualifications

• Strong hands-on experience with BMC Helix ITSM / Remedy.
• Proficiency in BMC Helix Developer Studio and AR System (Action Request System).
• Experience with Atrium Integrator (AI) and system data integrations.
• Solid understanding of ITIL processes (Incident, Problem, Change Management).
• Experience working in SaaS environments, APIs, and web services.
• Strong troubleshooting, analytical, and problem-solving skills.

Responsibilities

• System Configuration & Maintenance: Administer and support BMC Helix ITSM modules including Incident, Problem, Change, Asset, and Knowledge Management.
• User & Access Management: Configure and manage user roles, permissions, and licensing within the AR System server; maintain secure access controls.
• Customization & Development: Design and implement workflows, forms, and business rules tailored to business requirements; enhance system functionality.
• Integrations: Integrate BMC Helix with enterprise systems, CMDB, and monitoring tools; work with APIs and SaaS-based integrations.
• Monitoring & Performance Optimization: Proactively monitor system health and performance; troubleshoot issues and implement improvements for high availability.
• Upgrades & System Enhancements: Manage system upgrades, patches, and migrations; ensure minimal downtime and seamless transitions.
• Service Catalog Management: Develop, configure, and troubleshoot complex service catalog workflows.
• Documentation & Reporting: Maintain comprehensive technical documentation and SOPs; configure and generate system reports and dashboards.

Skills

BMC Helix ITSM

AR System

Atrium Integrator

ITIL processes

APIs & SaaS

Troubleshooting

Education

Tools

Job description

Job Description

We are looking for a highly skilled BMC Helix ITSM Specialist to join our dynamic team. This role is ideal for a technically strong professional who thrives in optimizing ITSM platforms, enhancing system performance, and driving seamless integrations across enterprise environments. You will play a key role in configuring, maintaining, and evolving the BMC Helix ecosystem while ensuring alignment with best-practice ITIL processes.

Key Responsibilities

System Configuration & Maintenance

• Administer and support BMC Helix ITSM modules including Incident, Problem, Change, Asset, and Knowledge Management
• Ensure system stability, performance, and availability across environments

User & Access Management

• Configure and manage user roles, permissions, and licensing within the AR System server
• Maintain secure and compliant access controls

Customization & Development

• Design and implement workflows, forms, and business rules tailored to business requirements
• Enhance system functionality through development and configuration

Integrations

• Integrate BMC Helix with enterprise systems, CMDB, and monitoring tools
• Work with APIs, web services, and SaaS-based integrations

Monitoring & Performance Optimization

• Proactively monitor system health and performance
• Troubleshoot issues and implement improvements for high availability

Upgrades & System Enhancements

• Manage system upgrades, patches, and migrations
• Ensure minimal downtime and seamless transitions

Service Catalog Management

• Develop, configure, and troubleshoot complex service catalog workflows

Documentation & Reporting

• Maintain comprehensive technical documentation and SOPs
• Configure and generate system reports and dashboards

Requirements

Required Skills & Experience

• Strong hands‑on experience with BMC Helix ITSM / Remedy
• Proficiency in BMC Helix Developer Studio and AR System (Action Request System)
• Experience with Atrium Integrator (AI) and system data integrations
• Solid understanding of ITIL processes (Incident, Problem, Change Management)
• Experience working in SaaS environments, APIs, and web services
• Strong troubleshooting, analytical, and problem‑solving skills