Platform Support & Operations

• Serve as a tier-3 subject matter expert for BMC Helix production issues across Smart IT, Digital Workplace (DWP), Service Catalog, Incident, Change, Request, and PC Store modules.
• Investigate and resolve submission failures, approval errors, workflow exceptions, authentication issues, and integration faults — with the ability to drill from aggregate metrics to individual user failures for remediation.
• Perform root cause analysis on platform, configuration, and custom code issues; document incidents and permanent fixes.
• Participate in on-call rotation for critical Helix platform outages and major submission/approval failures (ticket queue management is handled separately).
• Manage environment promotion (Dev ?

QA ? Prod), change control, and release validation for Helix configurations and customizations.

Monitoring, KPIs & Platform Health

• Build and maintain Helix-native monitoring and KPI dashboards (15-minute refresh) covering login health, form/catalog usage, submission success/failure rates, approval integrity, and integration health.
• Configure and optimize AR System audit, custom KPI snapshot tables, scheduled escalations/filters, and operational reports.
• Define and tune alert thresholds for submission failure spikes, integration errors, and authentication anomalies.
• Partner with Technology Operations leadership to provide platform health and adoption metrics — distinct from ticket volume and queue metrics.

Development & Configuration

• Design, build, and maintain Helix customizations including forms, workflows, filters, escalations, process definitions, and record definitions (Innovation Studio / Helix Platform as applicable).
• Develop and enhance Digital Workplace catalog items, questionnaires, service definitions, and self-service experiences — including PC Store fulfillment flows.
• Configure and optimize Incident and Change intake in Smart IT — focusing on reliable submission, validation, templates, and approval paths (not ticket tracking/reporting).
• Implement Service Desk form consolidation — reduce form sprawl, retire unused forms, and standardize intake paths per platform strategy.
• Deliver UI/UX improvements across DWP and Smart IT — layout, field logic, validation messaging, mobile usability, and branding consistency.

Integrations & APIs

• Build and maintain

REST API

integrations between Helix and enterprise systems, including but not limited to:oPubSub (event messaging)oSailPoint (identity lifecycle/provisioning)oDevice42 (asset/inventory for PC Store)oIT Automation platformsoHRIS event triggers (hire, transfer, termination workflows)

• Develop middleware, webhooks, and custom integration layers using AR REST API, Helix Platform API, and DWP APIs.
• Implement robust error handling, retry logic, correlation IDs, and integration failure logging aligned with KPI and support requirements.
• Manage API authentication, service accounts, OAuth/RSSO, and least-privilege access for integrations.

AI & Automation

• Evaluate, configure, and extend BMC Helix AI capabilities (HelixGPT, cognitive service desk features, intelligent search, virtual agent/chatbot) where licensed and appropriate.
• Integrate AI-assisted features with Optimum knowledge sources (OLLI/Confluence — not Helix KB per platform strategy) and service catalog content.
• Build automation for repetitive platform tasks — provisioning workflows, approval routing, data sync, and self-healing integration retries.
• Ensure AI integrations comply with Optimum security, data classification, and privacy policies — no PII exposure in unauthorized contexts.

Governance, Security & Documentation

• Enforce RBAC, field-level security, and data access controls — including anonymous aggregate reporting with restricted drill-down for failure investigation.
• Maintain technical documentation: architecture diagrams, integration specs, runbooks, form catalogs, and release notes.
• Support SOX-relevant workflows (e.g., HR access provisioning) with auditability and approval integrity.
• Collaborate with Security, IAM, and Compliance on access reviews, service account governance, and integration security.

Migration & Continuous Improvement

• Support ongoing ServiceNow ?

BMC Helix migration workstreams:

PC Store, Service Desk, Incident/Change, HR workflows, and form consolidation.

• Identify decommission candidates (unused forms, redundant intake paths) using platform usage analytics.
• Recommend and implement platform optimizations — performance tuning, filter efficiency, escalation scheduling, and catalog UX improvements.

Required QualificationsExperience

• 5+ years of hands-on experience with BMC Remedy / AR System / BMC Helix in an enterprise production environment.
• 3+ years in a senior developer, administrator, or technical lead role on Helix or equivalent ITSM platform.
• Demonstrated experience supporting Helix ITSM, Smart IT, Digital Workplace, and Service Catalog (SRM) in production.
• Proven track record building and maintaining

REST API

integrations between Helix and external enterprise systems.

• Experience with Incident, Change, and Request module configuration — workflows, approvals, templates, and self-service intake.
• Experience operating multi-tier Helix environments (AR Server, Mid-tier, RSSO/SSO, database layer).Technical Skills

• AR System:

  forms, active links, filters, escalations, permissions, audit configuration, SQL/reporting on AR schema.
• Helix Platform /

Innovation Studio:

record definitions, views, processes, rules, deployment (preferred).

• Digital Workplace & Service Catalog:

  service definitions, catalog items, questionnaires, approval mappings.

• Smart IT:

  configuration, plugins, incident/change/task creation flows.

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Integration:

REST/SOAP

APIs, webhooks, JSON/XML, authentication (OAuth 2.0, SAML, API keys, service accounts).

• Scripting/development:

  Java, JavaScript, or equivalent for AR filters, web APIs, and custom extensions.

• Database:

  SQL query and performance analysis (SQL Server and/or Oracle — match your environment).

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Reporting:

Helix native reporting, dashboards, Pentaho, or equivalent BI within Helix ecosystem.

Soft Skills

• Strong problem-solving and analytical skills — comfortable diagnosing failures from audit trails and logs.
• Excellent communication — translates technical issues for business stakeholders and service owners.
• Ability to prioritize in a migration environment with competing demands and tight timelines.
• Detail-oriented with solid documentation habits.

Preferred Qualifications

• Extensive experience with BMC Helix 25.x / 26.x
• Experience with BMC Helix AI / HelixGPT / cognitive chatbot configuration and integration.
• Familiarity with SailPoint, Device42, or similar

IAM/CMDB

platforms.

• Experience building KPI/observability frameworks on Helix-native tooling (audit-based metrics, custom snapshot tables, scheduled aggregation).
• ITIL foundation or practical ITSM process knowledge (Incident, Change, Request, Catalog).
• Experience in telecommunications, media, or large enterprise environments.
• Exposure to ServiceNow migration projects (source or target side).
• Experience with SOX-controlled access provisioning workflows.
• Java development for AR System API and mid-tier extensions.
• Familiarity with Git and CI/CD for Helix deployment pipelines.
• Only those lawfully authorized to work in the designated country associated with the position will be considered.
• Please note that all Position start dates and duration are estimates and may be reduced or lengthened based upon a client's business needs and requirements.

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