ITSM Developer – BMC Helix Platform

Role - ITSM Developer -BMC Helix Platform

Location -Pune.

Experience -8 to 12 Years

Mandatory skills - CMDB ,Asset Management,BMC Helix, BMC Interface and Integration ,Business workflow ,Dashboard Creation ,Innovation Studio.

Contract For 6 Months +Renewable

Please apply if you are interested to work in contract mode.

Goals and deliverables

ITSM Incident & Service request operational Management Handle incidents and service requests in BMC Helix, from logging and triage to resolution and closure, following ITIL processes and SLA/OLA targets.

Diagnose issues, perform troubleshooting, apply fixes/workarounds.

Update tickets with accurate categorization, impact/urgency, actions taken, and user communications.

Monitor personal/assigned queues, follow up on pending items, and escalate time critical cases per procedure.

Contribute to knowledge articles and recurring-issue reduction by documenting resolutions and proposing improvements.

Development & Configuration Support Assist in the development and configuration of solutions on the BMC Helix Platform (ITSM, Digital Workplace, Innovation Studio)

Support the implementation of business workflows , forms, and automations

Perform basic customizations and enhancements under supervision

Workflow & Process Support (IT Services) Support the translation of business and IT Services requirements into platform configurations

Help maintain and improve workflows aligned with ITIL practices

Assist in testing and validating process changes

Collaboration & Delivery Work closely with Senior Developers and GCC teams on development tasks

Participate in Agile ceremonies, sprint planning, and daily stand-ups

Support release activities and ensure smooth deployment of changes

Quality & Documentation Follow development standards, guidelines, and best practices

Document configurations, workflows, and technical changes

Perform unit testing and support defect resolution

Learning & Development Build knowledge of the BMC Helix platform and IT service management processes

Actively seek guidance and feedback from senior team members

Contribute to team knowledge sharing and continuous improvement

Expected skillsSkills

Skill level

CMDB & Asset Managemen

Expert

BMC Interfaces & Integration

Expert

BMC Helix

Expert

Business workflows

Expert

Dashboard creation