BMC Helix Administrator

Description

We are seeking a BMC Helix Administrator to support and enhance our IT Service Management (ITSM) environment. This individual will serve as the primary administrator for the BMC Helix platform, partnering closely with IT operations, service desk, and business stakeholders to ensure the platform effectively supports incident, problem, change, service request, and asset management processes.

The ideal candidate combines strong BMC Helix administration experience with a solid understanding of ITIL best practices, workflow automation, reporting, and continuous process improvement.

Key Responsibilities

+ Administer and maintain the BMC Helix ITSM platform.

+ Configure and support Incident, Problem, Change, Service Request, Knowledge, and Asset Management modules.

+ Manage workflows, forms, approvals, notifications, business rules, and service catalogs.

+ Troubleshoot platform issues and coordinate resolution with internal teams and vendors.

+ Support upgrades, patches, platform enhancements, and system maintenance activities.

+ Develop and maintain dashboards, reports, and operational metrics.

+ Partner with service desk, infrastructure, and application teams to improve ITSM processes and user experience.

+ Analyze business requirements and translate them into platform configurations and process improvements.

+ Maintain user roles, permissions, security settings, and access controls.

+ Create and maintain system documentation, support procedures, and knowledge articles.

+ Participate in ITSM governance activities and ensure alignment with ITIL standards.

+ Identify opportunities for automation and service delivery improvements.

Interested candidates should submit resumes to sally.lander@roberthalf.(com).

Requirements

+ 3+ years of experience administering BMC Helix ITSM or BMC Remedy environments.

+ Strong understanding of ITSM processes including Incident, Problem, Change, and Request Management.

+ Experience configuring workflows, approvals, forms, notifications, and service catalogs.

+ Knowledge of ITIL principles and service management best practices.

+ Experience supporting platform upgrades, patches, and integrations.

+ Strong troubleshooting and problem-solving skills.

+ Ability to work directly with technical and non-technical stakeholders.

+ Excellent communication and documentation skills.

Preferred Qualifications

+

Experience with BMC Helix Digital Workplace.

+

Experience with BMC CMDB and Discovery.

+ Understanding of REST APIs and system integrations.

+

Experience with automation and workflow optimization initiatives.

+ ITIL Foundation certification.

+ Experience supporting enterprise-scale IT environments.

+ Technology Doesn't Change the World, People Do.®

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