Role Summary
We are seeking an experienced ITSM Process Analyst with hands-on expertise using BMC Helix ITSM to support client engagements focused on ITSM process improvement, requirements gathering, documentation, user adoption, and implementation support.
This is a client-facing consulting role for someone who understands how IT organizations leverage BMC Helix to support operational excellence. The successful candidate will facilitate process discussions, document business requirements, support training and adoption initiatives, and help clients optimize their use of the platform across core ITSM disciplines.
This is not a BMC Helix Developer, Administrator, or Technical Architect position. Configuration and development work will be performed by technical specialists. The emphasis is on ITSM best practices, process design, business analysis, and client enablement.
Key Responsibilities
- Lead or support client discovery sessions, workshops, and ITSM process assessments.
- Gather, analyze, and document business and operational requirements.
- Document current-state and future-state ITSM processes.
- Recommend process improvements aligned with ITIL best practices and BMC Helix capabilities.
- Support implementation planning and organizational readiness activities.
- Develop process documentation, user guides, workshop summaries, and training materials.
- Assist with user adoption and change management initiatives.
- Help clients maximize the value of BMC Helix across key ITSM disciplines, including:
- Incident Management
- Major Incident Management
- Change Enablement
- Problem Management
- Service Request Management
- Knowledge Management
- Asset Management
- Self-Service
- Service Catalog
- Partner with technical consultants and client stakeholders to ensure successful solution delivery.
- Communicate effectively with both technical teams and business stakeholders.
Required Qualifications
- 5+ years of experience in IT Service Management, Service Operations, or ITSM Process Analysis.
- 4+years Demonstrated hands-on experience working with BMC Helix ITSM in an operational or consulting capacity.
- Strong understanding of ITIL processes and service management best practices.
- Experience facilitating workshops and client discovery sessions.
- Proven ability to gather and document business requirements and process workflows.
- Strong documentation, presentation, and communication skills.
- Experience supporting implementation, process improvement, or user adoption initiatives.
- Comfortable working remotely with enterprise clients across North America.
Preferred Qualifications
- Experience supporting BMC Helix implementation or transformation projects.
- ITIL Foundation certification (v3 or ITIL 4) or equivalent practical experience.
- Experience with process mapping, training development, organizational change management, or adoption planning.
- Exposure to service metrics, dashboards, reporting, and continual service improvement initiatives.
- Previous experience in roles such as:
- ITSM Process Analyst
- BMC Helix Consultant
- ITSM Consultant
- Change Manager
- Problem Manager
- Major Incident Manager
- Service Delivery Analyst
- IT Operations Analyst
Pay: $65.00-$75.00 per hour
Experience:
- ITSM support and platform administration: 5 years (required)
- BMC Helix : 4 years (required)
Licence/Certification:
- Helix Certifications (preferred)
Work Location: Remote
