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.

How to Apply
Interested and qualified candidates should send their latest resume in MS Word format at the earliest to: nishanthini.suda@nairsystems.com using the job title as the subject of the email.

Note: Joining time frame - 2 weeks (maximum 1 month).