Customer Support Analyst - BMC Remedy ITSM

Basic Information





Date Published


Job ID


Travel Amount

up to 10%

Description and Requirements

BMC helps customers run and reinvent their businesses in the digital age by tackling their IT management challenges, championing their innovation, and celebrating their success.
Every BMC employee has the potential to have a tremendous impact on customer success—and when customers thrive, we all do.

BMC offers bold and fearless career-seekers like you the opportunity to expand your skills, your network, and your horizons as you work to enable customer growth and innovation every day. You will be surrounded by peers who inspire you, drive you, support you, and make you laugh out loud, in an environment that fosters individuality, respect, and personal ambition.

BU Description:

BMC Helix Support Operations team supports and manages hundreds of customers on Helix from across various Public and Private cloud platforms. This position is for support function for Helix ITSM/ SmartIT /Smart Reporting/ CMDB /DWP product lines.

Primary Roles and Responsibilities:

As a Staff Specialist Technical Support Analyst you will be responsible for fielding and resolving BMC issues by utilizing internal systems, troubleshooting utilities, and support processes. The position requires close communication with multiple departments while maintaining issue ownership. You must be proficient in the documentation and have the ability to work independently on support issues all while following departmental policies.

  • You will Provides courteous, efficient, and professional technical support by phone and email to customers across a broad range of industries. 
  • Yo have to work beyond routine tasks, utilizing increasingly specialized knowledge of relevant BMC technologies.
  • Exercises systematic proficiency in some specialized skills which display depth and breadth within a single BMC application OR several BMC applications/technologies. 
  • Troubleshoots intermediate to advanced problems and recommends appropriate actions.
  • Uses professional concepts and company policies and procedures to solve a wide range of difficult problems in imaginative and practical ways. 
  • Provides support case follow-up until resolution, ensuring proper escalation procedures are followed for unresolved issues.
  • Manages customer expectations and competing priorities.
  • Conducts research on customer incidents to help create Knowledge Articles, reusable solutions, and other duties as assigned.
  • Uses written communication skills to update case documentation as well as using, modifying, and creating knowledge base articles.
  • Escalates issues and works directly with Research and Development to resolve complex support problems.
  • May work on customer support related projects as assigned.
  • Periodic weekend work will likely be required.

Experience/ Qualifications:

  • 3-12 Years of experience handling ITSM/SmartIT/SmartReporting/CMDB/DWP customers from consultancy and support standpoint.
  • In depth troubleshooting and analytical knowledge in these BMC product areas.
  • Bachelor degree from any stream – Full Time


It is the policy of BMC Software to afford equal opportunity for employment to all individuals regardless of race, color, age, national origin, physical or mental disability, history of disability, ancestry, citizenship status, political affiliation, religion, gender, transgender, gender identity, gender expression, marital status, status as a parent, sexual orientation, veteran status, genetic information or other factors prohibited by law, and to prohibit harassment or retaliation based on any of these factors. 

If you need a reasonable accommodation for any part of the application and hiring process, visit the accommodation request page.