BMC Helix Application Manager (Backup / On-Call) Job ID: JP054733

Job Description – BMC Helix Application Manager (Backup / On-Call)

We are seeking a Medior BMC Helix Application Manager to provide on-call backup support for the primary Application Manager. This role is responsible for ensuring the continuity of the BMC Helix ITSM platform during planned or unplanned absences by managing functional administration, application support, and platform enhancements.

Key Responsibilities

• Act as the functional owner of the BMC Helix application when providing backup coverage.

• Support the application roadmap and continuous improvement initiatives.

• Configure and customize BMC Helix modules.

• Implement new Service Requests and maintain existing service catalogue items.

• Provide Level 2 application support and resolve functional incidents.

• Collaborate with platform administrators and technical teams to investigate issues and perform root cause analysis.

• Manage application configurations, user roles, permissions, and functional access.

• Ensure data quality, consistency, and governance within the platform.

• Coordinate User Acceptance Testing (UAT), regression testing, and release validation.

• Develop and maintain operational dashboards, reports, and service management KPIs.

• Identify opportunities to improve IT service management processes and application performance.

• Maintain comprehensive documentation for configurations, customizations, and developments.

• Coordinate with software vendors when escalations are required.

Required Skills & Experience

• Strong hands-on experience with BMC Helix ITSM .

• Experience with BMC Smart IT and BMC Digital Workplace .

• Solid knowledge of ITIL processes and IT Service Management (ITSM).

• Experience with CMDB concepts and Service Catalog Management .

• Experience providing Level 2 application support in enterprise environments.

• Experience with application configuration, customization, testing, and release management.

• Strong analytical, troubleshooting, documentation, and stakeholder management skills.

Languages

• Native or bilingual proficiency in French .

• Full professional proficiency in English .

Work Environment

• On-call backup role , providing coverage when the primary BMC Helix Application Manager is unavailable.

• Hybrid working model with up to one or two remote working days per week , subject to agreement with the hiring manager.

• Opportunity to support a mission-critical enterprise ITSM platform within a highly regulated financial environment.