BMC Helix System Administrator

Key Responsibilities

• Platform Maintenance: Administer and maintain the BMC Helix ITSM suite, including modules like Incident, Problem, Change, Asset, and Knowledge Management.
• System Configuration: Configure and customize workflows, forms, business rules, and access rights for users and groups.
• Performance Monitoring: Monitor system performance and troubleshoot complex technical issues to ensure optimal operation and reliability.
• Lifecycle Management: Perform system upgrades, apply patches, and manage migrations of BMC Helix components.
• Integrations & Automation: Develop and maintain integrations with other enterprise systems (e.g., CMDB, cloud platforms) using REST APIs and scripting for automation.
• User Support: Provide technical assistance and training to end-users regarding platform functionalities and best practices.

Documentation: Maintain technical documentation, Standard Operating Procedures (SOPs), and system change logs for compliance and future.

Preferred candidate profile

• Experience: Typically requires 610+ years of hands-on experience in administering BMC Helix or BMC Remedy platforms.
• Technical Proficiency: Deep understanding of BMC Helix Innovation Suite, Smart IT, Digital Workplace, and CMDB.
• ITIL Knowledge: Strong understanding of ITIL processes and service management principles.
• Scripting & API: Experience with REST APIs, JSON, and web services for system integration.
• Certifications: Highly desirable credentials include BMC Certified Administrator or related IT certifications.
• Soft Skills: Excellent analytical, problem-solving, and communication skills for cross-functional collaboration

Must-Have

• Direct Administration: At least 23 years specifically administering BMC Helix ITSM or Remedy AR System.
• Module Expertise: Hands-on experience configuring core modules like Smart IT, CMDB, Asset Management, and Digital Workplace.
• Technical Deep-Dive: Experience with API integrations (REST/SOAP), SQL database querying, and troubleshooting system logs.
• SaaS/Cloud Exposure: Experience managing environments in SaaS, multi-cloud, or hybrid deployment models is increasingly preferred.

Good-to-Have

• Experience in large-scale Telecom environments.
• Certification or training in BMC Helix ITSM.
• Experience supporting enterprise-scale SaaS deployments.
• Strong problem-solving and decision-making skills.
• Comfortable working in multi-vendor, multi-technology environments.
• Extremely motivated with good Inter-personnel Skills