ITSM Tool Lead - BMC Helix

Responsibilities

• Lead and manage the ITSM tools team, ensuring optimal resource capacity, skills readiness, and certification on ITSM platforms (BMC Remedy/Helix).
• Oversee technical implementation by working with project teams to translate requirements into ITSM tool configurations and enhancements.
• Deploy new services and continuous improvements across the ITSM tool ecosystem, ensuring alignment with architectural and operational standards.
• Maintain and upgrade Remedy/Helix environments, including patching, security updates, version upgrades, and platform stability assurance.
• Design and advise on ITSM solutions, providing high‑level architecture, risk assessment, and technical guidance for Remedy/Helix implementations.
• Execute operational tasks such as change request implementation, troubleshooting, incident resolution, and capacity management for sustained performance.
• Maintain comprehensive documentation and r...