Sr. BMC Helix Admin

Senior BMC Helix Developer / Administrator

Location: Atlanta, GA

Duration: 12+ Months

Position Summary:

Optimum Communications is operating and expanding BMC Helix (currently v26.2) as our enterprise IT Service Management and digital service delivery platform, replacing legacy ServiceNow capabilities across self-service, incident management, change management, service catalog, and automated workflows.

We are seeking a Senior BMC Helix Developer / Administrator to serve as a hands-on platform administrator— responsible for supporting, monitoring, maintaining, and enhancing Helix across its full module set. This role blends platform administration, custom development, integration engineering, and user experience improvement in a fast-moving migration and optimization environment.

The ideal candidate is equally comfortable troubleshooting a production approval failure at 2 AM, building a REST integration to SailPoint or Device42, tuning a Digital Workplace catalog experience, and designing the KPI instrumentation that tells us whether users are succeeding or failing when they submit requests, incidents, and changes.

Key Responsibilities:

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 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:

·       PubSub (event messaging)

·       SailPoint (identity lifecycle / provisioning)

·       Device42 (asset/inventory for PC Store)

·       IT Automation platforms

·       HRIS 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 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 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.

·       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).

·       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.