BMC Helix ITSM Administrator
- Miraki Tech
- 8 - 13 years
- Hyderabad
- 2 months ago
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Job Description
We are seeking a BMC Helix ITSM Administrator to manage, support, and optimize BMC Remedy ITSM applications. The ideal candidate should possess deep technical expertise in BMC ITSM modules, strong troubleshooting skills, and a solid understanding of ITIL processes. The ideal candidate should have deep expertise in Developer Studio, Innovation Studio, REST/SOAP integrations, and CMDB architecture, with hands-on experience in leading end-to-end solution implementations. BMC Professional or Developer certifications and strong knowledge of ITIL best practices are essential.
Job Description:
- Provide support and configuration for core BMC ITSM modules: Incident, Problem, Change, Asset, and Service Request Management.
- Design and implement workflow customizations, filters, escalations, and business rules.
- Configure custom approval flows, notification mechanisms, and dynamic data forms within Smart IT and Digital Workplace (DWP)
- Provide performance tuning, upgrade support, and migrations.
- Develop custom modules and smart applications using BMC Innovation Studio
- Build and maintain REST/SOAP API integrations with external systems such as Active Directory, SCCM, SAP, and ServiceNow
- Architect and document the overall Helix ITSM design, including multi-environment setup, sandboxing, and promotion strategies
- Customize SLA definitions, service targets, milestone actions, and escalation rules
- Design and deploy Smart Reporting dashboards and complex KPI-driven reports for leadership and audit purposes
- Plan, execute, and document platform upgrades, patches, and migrations, ensuring compatibility and minimal downtime
- Troubleshoot and resolve complex platform issues, performance bottlenecks, and failed integrations
- Develop and maintain Disaster Recovery procedures, environment backups, and failover plans
- Experience integrating BMC Helix with ITOM tools like TrueSight, Splunk, or SolarWinds
- Ensure compliance with security standards by implementing role-based access controls, audit logs, and usage policies
- Evaluate new BMC features and deliver platform improvement proposals based on evolving business requirements
- Coach and mentor L2 support teams, build SOPs, and maintain comprehensive system documentation
Required Skills & Qualifications:
- 10+ years of experience in BMC Remedy / Helix ITSM administration
- Deep hands-on experience with Developer Studio, Innovation Studio, and Smart IT
- Proven track record of designing and customizing ITSM workflows and module-level enhancements
- Strong understanding of CMDB architecture, Discovery integration, and service modelling
- Experience in enterprise integration using REST, SOAP, and middleware connectors
- Proficiency in designing dashboards using BMC Smart Reporting and other BI tools
- Strong problem-solving and RCA skills in high-availability production environments
- Excellent understanding of ITIL v4 practices; experience in compliance-driven environments (e.g., SAMA, NCA ECC)
Preferred Certification:
- BMC Certified Professional: Helix ITSM
- BMC Certified Developer: Helix Innovation Suite
- BMC Certified CMDB Specialist
- ITIL v4 Foundation or Managing Professional
Nice-to-Have Skills:
- Exposure to BMC Helix Innovation Suite Smart Apps development
- Familiarity with container orchestration (e.g., Docker/Kubernetes for Helix on-prem setups)
- Scripting experience (Python, JavaScript, Shell) for automation and integration tasks
- Knowledge of database query tuning and BMC system schema (PostgreSQL, Oracle)
- Awareness of compliance frameworks like SAMA CSF, NCA ECC, ISO 27001, or COBIT
- Experience with Agile/DevOps environments and CI/CD integrations (e.g., Jenkins, Git)
- Familiarity with BMC Discovery, BMC Helix ITOM, or AIOps features is an advantage
Job Classification
Industry: IT Services & ConsultingFunctional Area / Department: IT & Information SecurityRole Category: IT SupportRole: IT Support - OtherEmployement Type: Full timeContact Details:
Company: Miraki TechLocation(s): Hyderabad
Keyskills: BMC Remedy ITSM CMDB BMC ITSM Administrator IT Service Management Bmc Helix Bmc API
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