Senior BMC Helix Developer Administrator

Bethpage, NY or Plano, TX

Posted 5 days ago

Role: Senior BMC Helix Developer Administrator

Working Location: Bethpage, NY / Plano, TX

Employment Type: Full-time

Location Flexibility: May consider candidates across the US & Canada

Compensation:

Onsite TX or Remote rest of US – $88
Onsite NY/NJ or Remote MA/CA/CT/WA – $100
Canada – $66
Nearshore – $55

Role Overview

We are looking for a Senior BMC Helix Developer Administrator with strong enterprise experience in BMC Remedy, AR System, and BMC Helix. The role involves platform administration, development, production support, monitoring, integrations, automation, security, migration, and continuous improvement across BMC Helix environments.

Job Duties and Responsibilities

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.
Perform root cause analysis on platform, configuration, and custom code issues.
Participate in on-call rotation for critical Helix platform outages and major submission/approval failures.
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 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.
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.
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, including submission, validation, templates, and approval paths.
Implement Service Desk form consolidation to reduce form sprawl, retire unused forms, and standardize intake paths.
Deliver UI/UX improvements across DWP and Smart IT, including layout, field logic, validation messaging, mobile usability, and branding consistency.

Integrations & APIs

Build and maintain REST API integrations between Helix and enterprise systems, including:
- PubSub
- SailPoint
- Device42
- IT Automation platforms
- HRIS event triggers
Develop middleware, webhooks, and custom integration layers using AR REST API, Helix Platform API, and DWP APIs.
Implement error handling, retry logic, correlation IDs, and integration failure logging.
Manage API authentication, service accounts, OAuth/RSSO, and least-privilege access for integrations.

AI & Automation

Evaluate, configure, and extend BMC Helix AI capabilities, including HelixGPT, cognitive service desk features, intelligent search, and virtual agent/chatbot capabilities.
Integrate AI-assisted features with approved knowledge sources and service catalog content.
Build automation for 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.

Governance, Security & Documentation

Enforce RBAC, field-level security, and data access controls.
Maintain technical documentation including architecture diagrams, integration specifications, runbooks, form catalogs, and release notes.
Support SOX-relevant workflows with auditability and approval integrity.
Collaborate with Security, IAM, and Compliance teams on access reviews, service account governance, and integration security.

Migration & Continuous Improvement

Support ongoing ServiceNow → BMC Helix migration workstreams, including PC Store, Service Desk, Incident/Change, HR workflows, and form consolidation.
Identify decommission candidates using platform usage analytics.
Recommend and implement platform optimizations, including performance tuning, filter efficiency, escalation scheduling, and catalog UX 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 with Incident, Change, and Request module configuration, 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, SQL/reporting on 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, incident/change/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 for AR filters, web APIs, and custom extensions.
Database: SQL query and performance analysis using SQL Server and/or Oracle.
Reporting: Helix native reporting, dashboards, Pentaho, or equivalent BI within the Helix ecosystem.

Soft Skills

Strong problem-solving and analytical skills with the ability to diagnose failures using audit trails and logs.
Excellent communication skills with the ability to translate technical issues for business stakeholders and service owners.
Ability to prioritize work in a migration environment with competing demands and tight timelines.
Detail-oriented with strong 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 using Helix-native tooling.
ITIL Foundation or practical ITSM process knowledge.
Experience in telecommunications, media, or large enterprise environments.
Exposure to ServiceNow migration projects.
Experience with SOX-controlled access provisioning workflows.
Java development for AR System API and Mid-tier extensions.