Implementation Specialist

Job Title:
BMC Helix Implementation Specialist.

Location:
Remote.

Job Type:
Permanent.

"
THIS POSITION IS NOT OPEN TO AGENCIES".

About the Role

We are seeking a
BMC Helix Implementation Specialist
to work directly with clients in shaping and delivering their ITSM and Enterprise Service Management (ESM) strategies through
BMC Helix SaaS solutions
. This role is primarily
consultative and client-facing
, with a strong focus on process design, solution configuration, and strategic enablement across the Helix platform.

The specialist will advise clients on
ITIL and IT4IT-aligned practices
, help design and configure
Helix ITSM, Helix Business Workflows, Helix Digital Workplace & Catalog, HelixGPT, and Dashboards
, and guide the development of
comprehensive CMDB strategies and Change Management processes
.

Key Responsibilities

Client Advisory & Strategy

• Serve as the client-facing advisor for ITSM/ESM transformation using
  BMC Helix SaaS
  .
• Translate business requirements and service management strategies into solution designs.
• Align client processes with
  ITIL v4, IT4IT, and enterprise service delivery models
  .
• Guide clients in developing
  end-to-end CMDB strategies
  for accurate, sustainable service asset and configuration management.
• Partner with clients to strengthen
  Change and Release Management practices
  , ensuring compliance, governance, and automation alignment.

Solution Design & Implementation

• Configure and advise on
  BMC Helix ITSM modules
  (Incident, Problem, Change, Asset, Knowledge, Service Request).
• Lead solution design and adoption of
  BMC Helix Digital Workplace (DWP) and Digital Workplace Catalog
  , enabling modern self-service and service request automation.
• Enable
  Helix Business Workflows (BWF)
  to support non-IT service delivery (HR, Facilities, Finance, etc.).
• Incorporate
  HelixGPT
  for cognitive search, AI-driven classification, and conversational experiences.
• Design
  Helix Dashboards
  for KPI-driven reporting and executive-level visibility.
• Collaborate with technical teams on
  custom development and integrations
  via Innovation Studio or iPaaS, ensuring alignment with strategic outcomes.

Governance & Knowledge Enablement

• Develop client-specific
  playbooks, process designs, and best practice frameworks
  for Helix adoption.
• Conduct workshops, knowledge transfer sessions, and stakeholder alignment activities.
• Provide oversight to technical build teams, ensuring delivery aligns with the agreed solution architecture and process models.

Required Experience & Skills

• Proven experience leading
  client-facing ITSM or ESM implementations
  with BMC Helix SaaS.
• Strong knowledge of
  ITIL v4
  and
  IT4IT
  frameworks, with practical consulting experience.
• Hands-on knowledge of
  Helix Digital Workplace and Catalog
  design and deployment.
• Experience advising on
  CMDB design and governance
  strategies, including data model, population methods, reconciliation, and lifecycle management.
• Expertise in
  Change and Release Management design
  , including process standardization, approvals, automation, and reporting.
• Familiarity with
  Helix Business Workflows, Innovation Studio, HelixGPT, and Dashboards
  .
• Ability to translate requirements into process-aligned solution designs and guide technical teams in execution.
• Strong consulting, facilitation, and client relationship management skills.

Preferred Qualifications

• BMC Helix certifications across multiple product areas (Digital Workplace, Business Workflows, Innovation Suite).
• ITIL v4 Intermediate or Managing Professional certification.
• Prior experience in professional services/consulting, working directly with executive and process-owner stakeholders.
• Exposure to enterprise-scale CMDBs and complex service ecosystems.
• Familiarity with AI/ML applications in ITSM (e.g., predictive analytics, cognitive service desk).

About Buchanan Technologies

Since Buchanan's inception over 30 years ago, we have operated on 5 core values – People Matter, Customers Matter, Principles Matter, Community Matters, and Every Interaction Matters. These values are represented across each facet of the company, from employee relations to client service delivery to corporate social responsibility initiatives and beyond.

Why Work at Buchanan?

At Buchanan Technologies, we offer a great employment experience with a fun but professional work environment, competitive salary, and various employee career advancement programs that add value to your skills and daily life. If you are excited about being part of an energetic team where your contributions are appreciated and hard work is recognized, Buchanan is the place for you.

Things We Are Passionate About

We are passionate about providing top-tier technology services to our customers and clients and fostering a culture of continuous learning for our employees. We are a people- centric company, focused on growth and diversity for our workforce. Come join us and let's build something amazing together.

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Buchanan Technologies provides equal employment opportunities to all employees and applicants seeking employment. We are committed to diversity, equity and inclusion work environment for all. We welcome applications from all qualified individuals without regard to race, color, religion, gender, sexual orientation, age, national origin, disability, protected status, and/or any other legally protected statute under Canadian Human Rights Commission. This commitment extends to all aspects of employment including recruitment, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training. We comply with all federal and provincial regulations regarding non-discrimination and employment equity in every location where we operate.