Role: Senior BMC Helix Developer / Administrator

Employment Type: Full Time

Experience: 5+ Years

Working Location: Nearshore (Nearshore Candidates Only)

Role Overview

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 hands-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.

Job Duties and Responsibilities

Platform Support & Operations

• 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.

Monitoring, KPIs & Platform Health

• 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.

Development & Configuration

• 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.

Integrations & APIs

• Build and maintain REST API integrations between the platform and enterprise systems, including:
  • PubSub for event messaging.
  • SailPoint for identity lifecycle management and provisioning.
  • Device42 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.

AI & Automation

• Evaluate, configure, and extend platform AI capabilities, including HelixGPT, cognitive service desk features, intelligent search, and virtual agents or chatbots, where licensed and appropriate.
• Integrate AI-assisted features with approved knowledge sources, documentation platforms, and service catalog content.
• Automate repetitive platform tasks, including provisioning workflows, approval routing, data synchronization, and self-healing integration retries.
• Ensure AI integrations comply with security, data classification, and privacy policies, preventing unauthorized exposure of personally identifiable information (PII).

Governance, Security & Documentation

• Enforce role-based access control (RBAC), field-level security, and data access controls, including anonymous aggregate reporting with restricted drill-down access for failure investigations.
• Maintain technical documentation, including architecture diagrams, integration specifications, runbooks, form catalogs, and release notes.
• Support SOX-relevant workflows, such as HR access provisioning, with appropriate auditability and approval integrity.
• Collaborate with Security, Identity and Access Management (IAM), and Compliance teams on access reviews, service account governance, and integration security.

Migration & Continuous Improvement

• Support ongoing migration initiatives from legacy ITSM platforms to BMC Helix, covering PC Store, Service Desk, Incident/Change, HR workflows, and form consolidation.
• Identify decommissioning candidates, including unused forms and redundant intake paths, using platform usage analytics.
• Recommend and implement platform optimizations covering performance tuning, filter efficiency, escalation scheduling, and catalog user experience improvements.

Required Qualifications

Experience

• 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 an equivalent ITSM platform.
• Demonstrated experience supporting Helix ITSM, Smart IT, Digital Workplace, and Service Catalog (SRM) in production.
• Proven experience building and maintaining REST API integrations between Helix and external enterprise systems.
• Experience configuring Incident, Change, and Request modules, including workflows, approvals, templates, and self-service intake.
• Experience operating multi-tier Helix environments, including AR Server, Mid-tier, RSSO/SSO, and database layers.

Technical Skills

• AR System: Forms, active links, filters, escalations, permissions, audit configuration, and SQL/reporting on the AR schema.
• Helix Platform / Innovation Studio: Record definitions, views, processes, rules, and deployment.
• Digital Workplace & Service Catalog: Service definitions, catalog items, questionnaires, and approval mappings.
• Smart IT: Configuration, plugins, and incident, change, and task creation flows.
• Integration: REST/SOAP APIs, webhooks, JSON/XML, OAuth 2.0, SAML, API keys, and service accounts.
• Scripting & Development: Java, JavaScript, or equivalent technologies for AR filters, web APIs, and custom extensions.
• Database: SQL queries and performance analysis using SQL Server and/or Oracle.
• Reporting: Native platform reporting, dashboards, Pentaho, or equivalent BI tools within the platform ecosystem.

Soft Skills

• Strong problem-solving and analytical skills, with the ability to diagnose failures using audit trails and logs.
• Excellent communication skills and the ability to explain technical issues to business stakeholders and service owners.
• Ability to prioritize tasks in a migration environment with competing demands and tight timelines.
• Attention to detail and strong technical documentation practices.

Preferred Qualifications

• Extensive experience with BMC Helix 25.x / 26.x.
• Experience with BMC Helix AI, HelixGPT, or cognitive chatbot configuration and integration.
• Familiarity with SailPoint, Device42, or similar IAM/CMDB platforms.
• Experience building KPI and observability frameworks using native platform tools, audit-based metrics, custom snapshot tables, and scheduled aggregation.
• ITIL Foundation certification or practical knowledge of ITSM processes, including Incident, Change, Request, and Catalog.
• Experience in telecommunications, media, or large enterprise environments.
• Exposure to ServiceNow migration projects, on either the source or target side.
• Experience with SOX-controlled access provisioning workflows.
• Java development for AR System APIs and Mid-tier extensions.
• Familiarity with Git and CI/CD for platform deployment pipelines.

Key Skills at a Glance

• Platform: BMC Helix, BMC Remedy, AR System, Smart IT, Digital Workplace
• Development: Java, JavaScript, forms, filters, workflows, escalations
• Integration: REST/SOAP APIs, webhooks, JSON/XML, OAuth 2.0, SAML
• Automation: Approval routing, provisioning, data synchronization, retry mechanisms
• Monitoring: KPI dashboards, audit trails, platform health, observability
• Database & Reporting: SQL Server, Oracle, Pentaho, native dashboards
• Security & Governance: RBAC, IAM, SOX controls, data privacy
• Migration: Legacy ITSM migration, form consolidation, platform optimization