BMC Helix ITSM Administrator

We are seeking a BMC Helix ITSM Administrator to manage, support, and optimize BMC Remedy ITSM applications. The ideal candidate should possess deep technical expertise in BMC ITSM modules, strong troubleshooting skills, and a solid understanding of ITIL processes. The ideal candidate should have deep expertise in Developer Studio, Innovation Studio, REST/SOAP integrations, and CMDB architecture, with hands-on experience in leading end-to-end solution implementations. BMC Professional or Developer certifications and strong knowledge of ITIL best practices are essential.

Job Description:

• Provide support and configuration for core BMC ITSM modules: Incident, Problem, Change, Asset, and Service Request Management.
• Design and implement workflow customizations, filters, escalations, and business rules.
• Configure custom approval flows, notification mechanisms, and dynamic data forms within Smart IT and Digital Workplace (DWP)
• Provide performance tuning, upgrade support, and migrations.
• Develop custom modules and smart applications using BMC Innovation Studio
• Build and maintain REST/SOAP API integrations with external systems such as Active Directory, SCCM, SAP, and ServiceNow
• Architect and document the overall Helix ITSM design, including multi-environment setup, sandboxing, and promotion strategies
• Customize SLA definitions, service targets, milestone actions, and escalation rules
• Design and deploy Smart Reporting dashboards and complex KPI-driven reports for leadership and audit purposes
• Plan, execute, and document platform upgrades, patches, and migrations, ensuring compatibility and minimal downtime
• Troubleshoot and resolve complex platform issues, performance bottlenecks, and failed integrations
• Develop and maintain Disaster Recovery procedures, environment backups, and failover plans
• Experience integrating BMC Helix with ITOM tools like TrueSight, Splunk, or SolarWinds
• Ensure compliance with security standards by implementing role-based access controls, audit logs, and usage policies
• Evaluate new BMC features and deliver platform improvement proposals based on evolving business requirements
• Coach and mentor L2 support teams, build SOPs, and maintain comprehensive system documentation

Required Skills & Qualifications:

• 10+ years of experience in BMC Remedy / Helix ITSM administration
• Deep hands-on experience with Developer Studio, Innovation Studio, and Smart IT
• Proven track record of designing and customizing ITSM workflows and module-level enhancements
• Strong understanding of CMDB architecture, Discovery integration, and service modelling
• Experience in enterprise integration using REST, SOAP, and middleware connectors
• Proficiency in designing dashboards using BMC Smart Reporting and other BI tools
• Strong problem-solving and RCA skills in high-availability production environments
• Excellent understanding of ITIL v4 practices; experience in compliance-driven environments (e.g., SAMA, NCA ECC)

Preferred Certification:

• BMC Certified Professional: Helix ITSM
• BMC Certified Developer: Helix Innovation Suite
• BMC Certified CMDB Specialist
• ITIL v4 Foundation or Managing Professional

Nice-to-Have Skills:

• Exposure to BMC Helix Innovation Suite Smart Apps development
• Familiarity with container orchestration (e.g., Docker/Kubernetes for Helix on-prem setups)
• Scripting experience (Python, JavaScript, Shell) for automation and integration tasks
• Knowledge of database query tuning and BMC system schema (PostgreSQL, Oracle)
• Awareness of compliance frameworks like SAMA CSF, NCA ECC, ISO 27001, or COBIT
• Experience with Agile/DevOps environments and CI/CD integrations (e.g., Jenkins, Git)
• Familiarity with BMC Discovery, BMC Helix ITOM, or AIOps features is an advantage