BMC Helix Developer / Administrator

Senior BMC Helix Developer / Administrator

Location & Work mode: Bethpage, NY

Hybrid (3 days onsite) for Bethpage, NY, or candidates within 35- 40 miles

Remote: For approved states NJ, MA, CT, WA; possible F2F Interview and some travel (1 monthly with no expenses paid).

Interview Mode: 2 video interviews, onsite for local candidates

Join a multinational telecommunications technology leader as a hands-on Helix expert, owning the platform’s performance, reliability, and evolution across its full module ecosystem. This is a high-visibility role where your technical expertise directly shapes the digital experience for thousands of end users.

Why This Role Matters:

You will be the go-to authority for BMC Helix, combining deep technical troubleshooting with strategic platform development. Your work will directly influence platform adoption, user satisfaction, and operational efficiency across the organization. If you enjoy solving complex problems and building solutions that scale, this is your opportunity to make a visible impact.

What You Will Own:

Platform Expertise & Issue Resolution:

• Serve as the tier-3 subject matter expert for BMC Helix 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, drilling from high-level metrics down to individual user cases

• Conduct root cause analysis on platform, configuration, and custom code issues, documenting findings and permanent fixes

• Participate in on-call rotation for critical outages and major submission or approval failures (ticket queue management is handled by a separate team)

• Manage environment promotion (Dev to QA to Prod), change control, and release validation for Helix configurations and customizations

Monitoring, KPIs & Platform Health:

• Build and maintain Helix-native monitoring and KPI dashboards refreshed every 15 minutes, covering login health, form and catalog usage, submission success rates, approval integrity, and integration health

• Configure and optimize AR System audit logs, custom KPI snapshot tables, scheduled escalations and filters, and operational reports

• Define and fine-tune alert thresholds for submission failure spikes, integration errors, and authentication anomalies

• Partner directly with Technology Operations leadership to deliver platform health and adoption insights that go beyond standard ticket metrics

Development & Configuration:

• Design, build, and maintain Helix customizations including forms, workflows, filters, escalations, process definitions, and record definitions using Innovation Studio and the Helix Platform

• Develop and enhance Digital Workplace catalog items, questionnaires, service definitions, and self-service experiences, including PC Store fulfillment flows

• Optimize Incident and Change intake in Smart IT with a focus on reliable submission, validation, templates, and approval paths

• Lead Service Desk form consolidation efforts, reducing form sprawl and standardizing intake paths as part of platform strategy

• Drive UI/UX improvements across DWP and Smart IT, including layout, field logic, validation messaging, mobile usability, and branding cons

Required Skills

Qualifications:

• 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.

• ITIL foundation or practical ITSM process knowledge (Incident, Change, Request, Catalog).

• 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).

• 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 m…