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
“All academic credentials must be from recognized and accredited institutions and are further subject to verification.”
Why join Ericsson?At Ericsson, you´ll have an outstanding opportunity. The chance to use your skills and imagination to push the boundaries of what´s possible. To build solutions never seen before to some of the world’s toughest problems. You´ll be challenged, but you won’t be alone. You´ll be joining a team of diverse innovators, all driven to go beyond the status quo to craft what comes next.
What happens once you apply?Click Here to find all you need to know about what our typical hiring process looks like.Encouraging a diverse and inclusive organization is core to our values at Ericsson, that's why we champion it in everything we do. We truly believe that by collaborating with people with different experiences we drive innovation, which is essential for our future growth. We encourage people from all backgrounds to apply and realize their full potential as part of our Ericsson team. Ericsson is proud to be an Equal Opportunity Employer. learn more.
Primary country and city: India (IN) || Gurgaon
Req ID: 780535
