Freelance ITSM Application Manager - BMC Helix

For an organization in Luxembourg, we are looking for a BMC Helix Application Manager to oversee the functional administration, governance and continuous improvement of the BMC Helix landscape. The on-premises environment runs BMC Helix ITSM 25.3.01 on OpenShift and currently covers Incident Management, Change Management, Configuration Management (CMDB), Service Request Management and Digital Workplace. Problem Management, Knowledge Management and Service Level Management are planned as next steps.

The platform is maintained through standard vendor support, while several custom developments also require follow-up and functional support.

📋 Tasks and responsibilities

• Application ownership
  • Act as the main functional owner of the BMC Helix application.
  • Define and maintain the application roadmap in line with business objectives.
  • Ensure that the platform supports operational and IT service management needs.
  • Manage the application lifecycle and drive continuous improvement initiatives.
  • Customisation des différents modules.
  • Implémentation de nouveaux Service Requests et maintenance des existants.
• Operations and support
  • Provide Level 2 support.
  • Investigate and resolve incidents together with the platform administrator and technical teams.
  • Contribute to Problem Management and Root Cause Analysis.
  • Coordinate escalations with the software vendor and other relevant parties when needed.
  • Support custom developments that are not covered by standard vendor maintenance.
• Functional administration
  • Manage and document application configurations and settings.
  • Implement and maintain the service catalog.
  • Manage user roles, permissions and functional access requirements.
  • Ensure data quality and consistency within the application.
• Testing and release validation
  • Define and coordinate User Acceptance Testing.
  • Validate new features, configurations and releases.
  • Perform non-regression testing after updates and upgrades.
• Reporting and analytics
  • Define and maintain operational and management dashboards.
  • Monitor application usage.
  • Produce reports on service management performance and KPIs.
  • Identify opportunities to improve processes and services.
• Documentation
  • Document each configuration and development in a clear and structured way.

Teleworking: one or two days maximum, to be discussed during the interview.

📝Your profile

• Experience as an Application Manager in an IT service management environment, ideally at medior level.
• Strong knowledge of BMC Helix ITSM, Smart IT, BMC Digital Workplace and broader ITSM processes.
• Good understanding of CMDB concepts and Service Catalog Management.
• Solid knowledge of ITIL processes and service management frameworks.
• Comfortable with support coordination, testing activities, functional configuration and reporting.
• Languages: English and French.

💼 Offer

You will be part of a growing Belgian SME where initiative and personal development are encouraged. We will provide you with an enjoyable work environment with fun colleagues. We will work out a career plan with you, with attention and a budget for extra education/certification. You can count on an attractive salary, supplemented with extra-legal benefits, including a company car.
(Freelance is also possible)