BMC Helix Consultant (Conversational AI/ITSM)

We are looking for an experienced ITSM consultant to join a fully remote project for an investment bank, built on BMC Helix. You will assess and improve the bank's conversational AI, virtual agent and GenAI-based IT service management solutions, so that users reach the right service faster and with fewer hand-offs.

The work covers the full cycle: analysing how the virtual agent and service catalogue behave today, finding the root cause of what is not working, configuring and extending the solution, and taking the changes through testing into production.

Key responsibilities

Assessment and optimisation

• Assess and optimise conversational AI, virtual agents and GenAI-based ITSM solutions, including agent instructions, routing, service selection, follow-up questioning and hand-back behaviour.

• Carry out technical assessments and root-cause analysis, distinguishing between product limitations, defects, configuration issues, content or data issues and access-control issues.

Service catalogue

• Review and improve the IT service catalogue: service descriptions, categorisation, metadata, keywords, request forms and service-discovery mechanisms.

Configuration and integration

• Configure agents, routing, service catalogue interaction, ticket and work-order queries, filters, access controls and non-catalogue routing.

• Develop or configure integrations and custom components where standard product functionality does not meet the requirements.

Delivery and testing

• Prepare configuration specifications, deployment packages and rollback procedures.

• Plan and run functional, integration and regression testing, document test evidence and follow defects through to resolution.

Requirements

Education and experience

• University degree in Computer Science, Information Technology, Engineering or a related discipline.

• Preferably 5+ years of relevant professional experience.

Conversational AI and ITSM

• Demonstrated experience assessing and optimising conversational AI, virtual agents or GenAI-based ITSM solutions (agent instructions, routing, service selection, follow-up questioning, hand-back behaviour).

• Strong understanding of IT service catalogue design and optimisation.

• Hands-on experience with agent configuration, routing, service catalogue interaction, ticket and work-order queries, filters, access controls and non-catalogue routing.

• Knowledge of ITIL/ITSM practices, change management, release management and production deployment processes.

Technical

• Experience in technical assessment and root-cause analysis, able to tell product limitations and defects apart from configuration, content/data and access-control issues.

• Experience developing or configuring integrations and custom components beyond standard product functionality.

• Good knowledge of APIs, REST services, authentication and access control, and integration patterns relevant to enterprise ITSM solutions.

Delivery

• Experience preparing configuration specifications, deployment packages and rollback procedures.

• Strong experience in functional, integration and regression testing, including test evidence and defect resolution.

Nice to have

• Knowledge of JavaScript, for building custom components and integrations.

Benefits

• Remote work

• Food ticket

• Health insurance

• Training and access to certification vouchers

• Work-life balance initiatives

• Referral program

• Birthday off

• Give back day – enjoy a day to give back to society!