Senior BMC Helix Developer​/Administrator; NO LONGER

Employment Type: Full Time

Experience: 5+ Years

Working

Location:

Nearshore (Nearshore Candidates Only)

We are looking for an experienced Senior BMC Helix Developer / Administrator to manage, maintain, and enhance an enterprise IT Service Management (ITSM) platform. The role involves platform administration, custom development, API integrations, production support, monitoring, and user experience improvements. The ideal candidate will have strong hand-on experience with BMC Helix modules, enterprise integrations, workflow automation, and platform optimization, along with the ability to troubleshoot complex production issues and support ongoing migration initiatives.

• Serve as a Tier-3 subject matter expert for 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 trace aggregate metrics to individual user failures.
• Perform root cause analysis on platform, configuration, and custom code issues, documenting incidents and permanent fixes.
• Participate in an on-call rotation for critical platform outages and major submission or approval failures.
• Manage environment promotion (Dev → QA → Prod), change control, and release validation for platform configurations and customizations.

• Build and maintain native monitoring and KPI dashboards with 15-minute refresh intervals to track login health, form and catalog usage, submission success and failure rates, approval integrity, and integration health.
• Configure and optimize AR System audit, custom KPI snapshot tables, scheduled escalations and filters, and operational reports.
• Define and tune alert thresholds for submission failure spikes, integration errors, and authentication anomalies.
• Provide platform health and adoption metrics to technology operations leadership, distinct from ticket volume and queue metrics.

• Design, build, and maintain platform customizations, including forms, workflows, filters, escalations, process definitions, and record definitions using 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 submissions, validation, templates, and approval paths rather than ticket tracking and reporting.
• Consolidate Service Desk forms, reduce form sprawl, retire unused forms, and standardize intake paths.
• Deliver UI/UX improvements across Digital Workplace and Smart IT, including layouts, field logic, validation messages, mobile usability, and branding consistency.

• Build and maintain REST API integrations between the platform and enterprise systems, including:
  • Pub Sub for event messaging.
  • SailPoint for identity lifecycle management and provisioning.
  • Device
    42 for asset and inventory management supporting PC Store.
  • IT automation platforms.
  • HRIS event triggers for hire, transfer, and termination workflows.
• Develop middleware, webhooks, and custom integration layers using AR REST API, Helix Platform API, and Digital Workplace 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.

• Evaluate, configure, and extend platform AI capabilities, including HelixGPT,…