Job Specifications
Role Title: Senior Systems Engineer - IT Service Management
Employment Type: Contract-to-Hire
Duration: 3 months contract, with conversion to full-time hire
Location: Orlando, FL - Onsite 5 days/week (first 6 months), then hybrid (2 days onsite/week)
Role Overview
We are seeking a Senior Systems Engineer (IT Service Management) to support, optimize, and facilitate enterprise-wide ITSM processes. The role will focus on the design, deployment, and ongoing maintenance of the BMC Helix ITSM platform, ensuring alignment with ITIL best practices and business needs. This individual will collaborate across teams to drive efficient service delivery, incident resolution, and process governance while ensuring ITSM processes remain effective, scalable, and audit-ready.
Key Responsibilities
Support and manage ITSM processes including Service Catalog, Incident, Problem, Change, Release, and Configuration Management.
Participate in the design, deployment, and maintenance of the ITIL service management toolset (BMC Helix).
Provide functional support for the BMC Helix ITSM suite, including configuration, dashboard development, and process optimization.
Act as a subject matter expert for ITSM processes, ensuring compliance with ITIL standards and best practices.
Partner with cross-functional IT and business teams in a matrix environment to improve processes, service levels, and user experience.
Produce clear documentation, knowledge articles, and communications to support service delivery improvements.
Requirements
5+ years' experience in ITSM/ITIL process management (Incident, Problem, Change, Service Level, Knowledge).
Hands-on expertise with BMC Helix application suite (ITSM, DWPC, Dashboards, iPaaS, Discovery).
Proven experience with Helix tools implementation and administration of OOTB Helix applications.
Strong understanding of IT infrastructure, applications, and SDLC, with ability to bridge business and technical teams.
Excellent communication and writing skills to support enterprise-wide initiatives.
About the Company
Bayforce: Your Trusted Partner for ERP and Cloud Excellence Since 1996, Bayforce has been a boutique IT consulting firm specializing in ERP and Cloud solutions. We provide platinum-level resources and services to organizations across the U.S., LATAM, and the EU, delivering both onsite and remote expertise tailored to your project needs. As a boutique firm, we offer a compelling alternative to the big systems integrators, providing better talent at a better price without compromising on quality or results. Our commitment is s...
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