Senior BMC Helix Engineer

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 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 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.