BMC Helix Application Manager (Medior) Job ID: JP054718

Job Description – BMC Helix Application Manager (Medior)

We are seeking a Medior BMC Helix Application Manager to oversee the functional administration, optimization, and continuous improvement of an enterprise BMC Helix ITSM platform. The role focuses on ensuring the platform effectively supports IT service management processes, business needs, and user experience while managing application configurations, service catalogues, and platform enhancements.

Key Responsibilities

• Act as the functional owner of the BMC Helix application landscape.
• Define and maintain the application roadmap aligned with business objectives.
• Configure, customize, and maintain BMC Helix modules.
• Implement new Service Requests and maintain existing service catalogue offerings.
• Provide Level 2 application support and troubleshoot functional issues.
• Collaborate with platform administrators and technical teams to resolve incidents and perform root cause analysis.
• Manage application configurations, user roles, permissions, and functional access.
• Ensure data quality, consistency, and governance within the platform.
• Plan, coordinate, and execute User Acceptance Testing (UAT), regression testing, and release validation.
• Develop and maintain operational dashboards, reports, and service management KPIs.
• Monitor application usage and identify opportunities for process improvements.
• Maintain comprehensive documentation for all configurations, customizations, and developments.
• Coordinate with software vendors when escalations are required.

Required Skills & Experience

• Strong experience with BMC Helix ITSM administration and configuration.
• Experience with BMC Smart IT and BMC Digital Workplace.
• Solid understanding of ITSM principles and ITIL best practices.
• Experience managing Service Catalogs and CMDB concepts.
• Knowledge of incident, problem, change, and service request management processes.
• Experience coordinating UAT, regression testing, and application releases.
• Strong analytical, documentation, and stakeholder management skills.
• Ability to drive continuous improvement and optimize business processes through the ITSM platform.

Languages

• Native or bilingual proficiency in French.
• Full professional proficiency in English.

Work Environment

• Hybrid working model with up to one or two remote working days per week, subject to agreement with the hiring manager.
• Long-term assignment with the possibility of extension.