BMC Helix Platform Engineer

Job DescriptionJob Description

Job Summary

CompuCom is seeking an experienced BMC Helix Platform Engineer to support a client engagement focused on the engineering and enhancement of the BMC Helix platform. This role plays a key part in designing, implementing, enhancing, and integrating Helix capabilities, including automation and AI-driven features.

The ideal candidate is a self-directed, proactive professional with strong hands-on experience across the BMC Helix ecosystem, capable of working independently, setting priorities, and delivering outcomes with minimal supervision.

Key Responsibilities

Platform Engineering & Enhancements

• Design, build, and enhance solutions on the BMC Helix platform (Helix ITSM, Helix Operations Management, Helix Discovery, Helix Digital Workplace, etc.)
• Perform customizations, configurations, and extensions aligned with business and operational requirements
• Develop, build, and maintain Service Catalog offerings end to end - including catalog design, request models, dynamic questionnaires, approval chains, and fulfillment workflows within Helix Digital Workplace / Service Request Management
• Lead or contribute to platform upgrades, patches, and performance optimizations
• Own the full lifecycle: design, build, integrate, deploy, operate, and optimize BMC Helix solutions
• Ensure production stability, performance, scalability, and continuous improvement
• Lead root cause analysis (RCA) and implement permanent fixes

Service Catalog Development

• Design and develop Service Catalog offerings end to end within Helix Digital Workplace / Service Request Management (SRM)
• Build request models, dynamic questionnaires and forms, entitlements, and multi-level approval and fulfillment workflows
• Enhance and rationalize the catalog to improve self-service adoption, request accuracy, and fulfillment automation
• Integrate catalog requests with downstream fulfillment, automation, and third-party systems

Enterprise Integration & Observability

• Design and implement API-led integrations with monitoring tools (LogicMonitor, Dynatrace, etc.), cloud platforms (Azure / AWS / GCP), and CMDB, IAM, and enterprise systems
• Enable event ingestion, correlation, and noise reduction
• Work with event-driven architectures
• Implement new Helix modules and features based on evolving customer needs
• Design and develop integrations with third-party systems (e.g., monitoring tools, CMDBs, cloud platforms, ITSM tools) using APIs, connectors, web services, and middleware
• Ensure secure, scalable, and supportable integration designs

Automation, Orchestration & AIOps

• Develop end-to-end automation workflows and orchestration (not limited to configurations)
• Build self-healing and auto-remediation capabilities
• Apply hands-on scripting skills in Python / JavaScript and BMC Helix AIOps / Cognitive Automation
• Implement real use cases including incident prediction, root cause analysis, and AI-triggered automation

AI & Automation Capabilities

• Support and enhance AI/ML-driven capabilities such as event correlation, incident prediction, service insights, and automation workflows
• Leverage BMC Helix Cognitive Automation, AIOps, and analytics features to improve operational efficiency

CMDB, Data & Platform Architecture

• Design and maintain CMDB data models and service mapping
• Ensure data quality, normalization, and reconciliation
• Integrate discovery tools and maintain accurate infrastructure visibility
• Drive platform standardization and tool rationalization

Cloud, DevOps & Security

• Work in hybrid environments (on-prem + cloud)
• Integrate Helix with cloud-native services (Azure / AWS / GCP)
• Implement CI/CD pipelines and version control (Git), and manage releases, patches, and upgrades
• Ensure RBAC, JIT access, audit, and compliance readiness

Ownership & Collaboration

• Operate in a global delivery model (India-based execution)
• Collaborate with global stakeholders including customers, architects, service owners, and support teams
• Drive measurable outcomes: reduced incident noise, improved MTTR, increased automation coverage, and platform performance & reliability improvements

Required Skills & Experience

Experience Level

• 8 to 14 years of experience in IT
• Proven experience delivering complex engineering solutions on the BMC Helix platform

Core Technical Skills

• Strong hands-on experience with BMC Helix (minimum 5-8 years overall, with significant Helix exposure)
• Solid understanding of ITSM processes (Incident, Problem, Change, CMDB, Asset, Service Request, Service Catalog)
• Proven hands-on Service Catalog development experience - building and configuring catalog offerings, request definitions, entitlements, dynamic forms, and fulfillment/approval workflows in Helix Service Request Management (SRM) / Digital Workplace
• Experience with Helix integrations using REST APIs, web services, JSON/XML, and authentication mechanisms
• Working knowledge of automation, workflows, and orchestration within Helix

Platform & Supporting Technologies

• Experience with cloud-based SaaS platforms (preferably BMC Helix SaaS)
• Familiarity with scripting (e.g., JavaScript, Python, or equivalent)
• Understanding of monitoring, observability, and operations tools
• Experience with databases, reporting, and dashboards

Professional Competencies

• Ability to work independently with minimal oversight
• Strong analytical and problem-solving skills
• Excellent communication skills (verbal and written)
• Proven ability to prioritize tasks in a dynamic, evolving environment

Preferred / Nice-to-Have Qualifications

• BMC certifications (Helix ITSM, ITOM, or related)
• Experience with AIOps, AI-based event management, or predictive analytics
• Exposure to Agile delivery models
• Prior experience working with global customers or managed services environments