[Hiring] ITSM Tooling Engineer @EPAM Systems

Role Description

We're looking for an ITSM Tooling Engineer (BMC Helix) to join our team. In this role, you will design, configure and enhance BMC Helix ITSM/Digital Workplace solutions, ensuring seamless integration with existing IT processes and tools. You will be responsible for implementing workflows, improving automation, and integrating third-party systems such as Azure DevOps, while contributing to the strategic evolution of the ITSM ecosystem. This is a key opportunity to work on a mission-critical platform, contributing to digital transformation initiatives and innovations such as AI-enabled capabilities, intelligent chat, and smarter documentation workflows.

• Configure, customize and enhance BMC Helix ITSM/Digital Workplace functionalities
• Support design and implementation of new BMC features and services
• Gather requirements from ICT functional teams and document technical designs
• Create workflows to automate ITSM processes and simplify business operations
• Integrate BMC Helix with third-party platforms such as Azure DevOps
• Onboard and manage users, permissions and teams within the platform
• Provide technical support and ensure platform stability during changes and after delivery
• Assist in introducing AI-driven enhancements for language, chat and documentation suggestions
• Contribute to testing, quality assurance and continuous improvement initiatives
• Collaborate with cross-functional teams to ensure alignment with governance and security standards

Qualifications

• 3+ years of experience supporting BMC Helix ITSM/Digital Workplace, including configuration, customization and integration
• Strong understanding of ITSM processes and hands-on experience creating automations and workflows
• Familiarity with BMC development life cycles for ITSM-related functions
• Hands-on experience with integrations involving Azure or other cloud technologies
• Excellent analytical and problem-solving skills with ability to work independently and drive results
• Strong communication and stakeholder engagement skills in English
• Proficiency in MS Office tools (Visio, Excel, PowerPoint)
• Ability to collaborate effectively with cross-functional ICT teams and business stakeholders

Requirements

• Certifications in BMC Helix and/or ITIL
• Experience in onboarding and managing teams in large enterprise environments
• General understanding of the insurance or financial services sectors
• Degree in Computer Science, Engineering or related discipline