BMC Helix ITSM Operational Support & Customization Engineer at Nair Systems

Nair Systems is a QFC based, boutique leading edge technology consulting and professional services firm focusing on Digital Banking, Artificial Intelligence, Big Data & Data Analytics, Cyber Security, Blockchain and Cryptocurrency and Robotic Process Automation.

We are recruiting to fill the position below:

Job Title: BMC Helix ITSM Operational Support & Customization Engineer

Location: Abuja (FCT)
Employment Type: Full-time

Job Summary 

• We are currently looking for a BMC Helix ITSM Operational Support & Customization Engineer for our Qatar operations.

Responsibilities
Operational Support:

• Provide 2nd / 3rd line support for BMC Helix ITSM, including Incident, Problem, Change, Asset, CMDB, Request Fulfilment, and Knowledge Management.
• Diagnose and resolve application defects, performance issues, data inconsistencies, and user access issues.
• Analyse logs, workflows, integration points, and system behaviour to identify root causes.
• Track and manage severity-1 / critical tickets and ensure timely resolution with minimal business impact.
• Monitor system health, logs, integrations, and scheduled jobs to ensure platform availability and reliability.
• Support platform upgrades, patches, hotfixes, and security updates in line with ITIL Change Management processes.
• Customise UI views and layouts to support business requirements and usability standards.
• Troubleshoot and resolve Developer Studio–related issues, including process failures and data inconsistencies.
• Ensure all developments are upgrade-safe, SaaS-compliant, and aligned with BMC best practices.
• Support UAT, defect fixing, and production deployments for Developer Studio customizations.
• Maintain technical documentation for custom objects, processes, and configurations.

Configuration & Customisation:

• Configure and customise BMC Helix ITSM modules using best-practice, upgrade-safe approaches.

Develop and maintain:

• Custom forms, workflows, filters, and escalations
• Active Links and business rules
• Approval processes and notifications
• Implement role-based access controls, data permissions, and tenancy models as required.

Development & Automation:

• Design and build custom workflows, automations, and integrations using REST / API/SOAP integrations
• Mid-Tier and Helix Integration Studio (as applicable)
• Support integrations with monitoring tools, identity management platforms, HR systems, and other enterprise applications.
• Optimise and refactor existing customisations to improve performance, maintainability, and user experience.

CMDB & Asset Management:

• Support and enhance CMDB design, data models, reconciliation rules, and discovery integrations.
• Ensure data quality, compliance with CSDM (where applicable), and alignment to service models.
• Troubleshoot discovery, federation, and data synchronisation issues.
• Continuous Improvement & Governance
• Work closely with ITSM Process Owners and Business process owners to translate requirements into technical solutions.
• Ensure configurations align with ITIL v4 practices and organisational standards.
• Produce and maintain technical documentation, configuration standards, and support runbooks.
• Participate in audits, risk reviews, and compliance activities where required.

Requirements
Required Qualifications:

• Degree in Computer Science, Information Systems, or equivalent,with 3 - 11 years of practical experience.
• ITIL v4 Foundation (desirable).
• BMC Helix / Remedy certifications (advantageous).

Key Competencies:

• Strong analytical and problem-solving ability
• Attention to detail and commitment to quality
• Ability to work independently and as part of a wider service management team
• Clear communication skills with both technical and non-technical stakeholders
• Strong documentation and change discipline.

Application Closing Date
10th March, 2026.