About this opportunity
We are seeking a hands-on BMC Helix ITSM Architect to lead the management, support, and optimization of BMC Remedy/Helix ITSM in enterprise environments. You will own core ITSM modules, deliver workflow customizations and integrations, drive performance and upgrades, and ensure compliance with ITIL and regulatory frameworks. This role partners with cross-functional teams to align the platform with business processes and reliability goals.
What you will do• Administer and configure core modules: Incident, Problem, Change, Asset, Service Request.• Design and implement workflows, filters, escalations, SLAs, and business rules.• Configure approvals, notifications, dynamic forms, and user experiences in Smart IT and Digital Workplace (DWP).• Build and maintain integrations using REST/SOAP and middleware (e.g., AD, CMDB, monitoring/ITOM).• Lead performance tuning, capacity planning, upgrades, migrations, and patching for HA environments.• Develop custom modules and smart apps using Developer Studio and Helix Innovation Suite.• Create dashboards and reports with BMC Smart Reporting and BI tools for actionable insights.• Troubleshoot complex issues, perform RCA, and implement preventive fixes.• Ensure adherence to security, compliance, and audit requirements; collaborate with governance teams.• Produce design docs, runbooks, SOPs, and mentor junior team members.
You will bring• 8+ years in BMC Remedy/Helix ITSM administration and implementation.• Deep expertise in Developer Studio, Innovation Studio, Smart IT, and DWP.• Strong track record designing/customizing ITSM workflows and module enhancements.• Solid understanding of CMDB architecture, discovery integration, and service modeling.• Experience with REST, SOAP, and middleware integrations in enterprise ecosystems.• Proficiency in BMC Smart Reporting and other BI tools.• Strong problem-solving and RCA skills in high-availability production.• Excellent grasp of ITIL v4; experience in compliance-driven environments (e.g., SAMA, NCA ECC).
Nice-to-have:• Helix Innovation Suite Smart Apps development experience.• Familiarity with Docker/Kubernetes for on-prem/hybrid Helix.• Scripting (Python, JavaScript, Shell) for automation/integration.• Database query tuning; knowledge of BMC schemas (PostgreSQL, Oracle).• Awareness of SAMA CSF, NCA ECC, ISO 27001, COBIT.• Experience with Agile/DevOps and CI/CD (Jenkins, Git).• Familiarity with BMC Discovery, Helix ITOM, AIOps.
Preferred certifications:
• BMC Certified Professional: Helix ITSM• BMC Certified Developer: Helix Innovation Suite• BMC Certified CMDB Specialist• ITIL v4 Foundation or Managing Professional
What the Team is Saying
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What We Do
Ericsson builds the digital connectivity the world relies on. Our technology underpins the mobile networks, platforms, and systems that billions of people, businesses, and societies depend on every day. We are a global leader in communications technology, delivering mobile network infrastructure, cloud software, and wireless connectivity solutions for service providers and enterprises worldwide. Our networks support connectivity across 180+ countries, helping power everyday communication as well as critical digital services at global scale. Connectivity has evolved far beyond consumer mobile use. Today, nearly 80% of the world’s population accesses the internet via mobile networks, and Ericsson is helping shape what comes next. We are advancing 5G and 5G Advanced, developing network APIs that open connectivity to the global developer ecosystem, and applying automation and AI to make networks more intelligent, efficient, and resilient. Ericsson was the first company to launch live 5G networks on five continents, and our 5G platform is now commercially live in 150+ networks across 60+ countries. We also support more than 36,000 enterprise customers, enabling secure, high-performance connectivity for industries such as manufacturing, aviation, logistics, utilities, and public safety, where reliability and performance are mission critical. Innovation is central to how we work. Ericsson has approximately 28,000 employees in research and development, backed by one of the strongest intellectual property portfolios in the industry with 60,000+ granted patents. Our engineers, researchers, and technologists work across 100+ global R&D sites, helping define how networks evolve and how digital infrastructure is built for the long term. As the world moves toward a mobile-first, AI-powered, and cloud-driven future, connectivity becomes the foundation for digital transformation across every industry. Ericsson is building that foundation, shaping the future of digital connectivity through technology that operates at global scale and supports real-world impact, today and for what comes next.
Why Work With Us
Ericsson is a place for people who want to work on technology that powers everyday life. You’ll contribute to large-scale systems used every day, tackle complex challenges in live environments, and keep developing your skills and career in your own vision.
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Employees engage in a combination of remote and on-site work.
Ericsson adopts a hybrid work model globally because we know balance matters. Sometimes things are better in real life. Other times we can be more productive at home. Our hybrid approach gives you the best of both worlds.
