BMC Helix Administrator

VVL Systems & Consulting; United States; Remote; USD 90,000 - 120,000; Full time

Job summary

VVL Systems & Consulting is seeking an experienced BMC Helix Administrator to provide ongoing administration, configuration, and support for a mission-critical Helix environment. The role includes upgrades, troubleshooting, and coordinating with BMC Support to resolve issues and ensure smooth production operations.

You will work with various internal teams to review configurations, optimize workflows, and maintain comprehensive documentation, ensuring usability and efficiency across the

Qualifications

• Strong hands-on experience administering BMC Helix in an enterprise environment.
• Experience with BMC Helix ITSM and core IT service management functionality.
• Hands-on experience configuring and maintaining Helix environments.
• Experience managing forms, fields, menus/selections, categories, permissions/access, workflows, business rules, notifications, approvals, service requests, and incident/problem/change processes.
• Experience troubleshooting configuration and application issues within BMC Helix.
• Ability to understand existing Helix architecture and configuration and make changes without production impact.
• Experience supporting BMC Helix upgrades/releases.
• Experience coordinating upgrade testing and regression testing.
• Experience working with BMC Support and vendor support cases.

Responsibilities

• Provide ongoing administration and technical support for the client’s BMC Helix environment.
• Perform configuration and administrative changes within BMC Helix based on business and IT requirements.
• Manage and maintain Helix configuration, workflows, forms, categories, fields, permissions, and related platform components.
• Troubleshoot issues related to the Helix platform and determine appropriate remediation.
• Respond to Helix-related service requests, incidents, and administrative requests.
• Work with internal Helix users, technical teams, and other Helix resources to investigate and resolve issues.
• Coordinate with BMC Helix Support when issues require vendor assistance.
• Open, manage, and follow up on BMC support tickets as necessary.
• Support planned BMC Helix quarterly/platform upgrades, including:Upgrade planning and preparation,Configuration review,Testing coordination and execution,Regression testing,Validation of integrations and workflows,Identification and resolution of post-upgrade issues,Assist with testing and validation of changes before they are moved into production.
• Review existing configurations and recommend improvements to improve usability, maintainability, and operational efficiency.
• Help simplify and rationalize existing Helix configurations where appropriate.
• Maintain appropriate documentation for configuration changes, processes, and administrative procedures.
• Partner with other Helix technical resources to support the overall platform.
• Provide subject matter expertise and guidance when complex Helix administration issues arise.
• Help ensure appropriate administrative coverage for this business-critical platform.

Skills

BMC Helix

Helix ITSM

ITIL/ITSM

Upgrade testing

Troubleshooting

Workflow admin

Vendor support

API/Integrations

Configuration mgmt

Tools

BMC Remedy ITSM

Remedy ITSM

Job description

Key Responsibilities

1. Provide ongoing administration and technical support for the client’s BMC Helix environment.
2. Perform configuration and administrative changes within BMC Helix based on business and IT requirements.
3. Manage and maintain Helix configuration, workflows, forms, categories, fields, permissions, and related platform components.
4. Troubleshoot issues related to the Helix platform and determine appropriate remediation.
5. Respond to Helix-related service requests, incidents, and administrative requests.
6. Work with internal Helix users, technical teams, and other Helix resources to investigate and resolve issues.
7. Coordinate with BMC Helix Support when issues require vendor assistance.
8. Open, manage, and follow up on BMC support tickets as necessary.
9. Support planned BMC Helix quarterly/platform upgrades, including:
10. Upgrade planning and preparation
11. Configuration review
12. Testing coordination and execution
13. Regression testing
14. Validation of integrations and workflows
15. Identification and resolution of post-upgrade issues
16. Assist with testing and validation of changes before they are moved into production.
17. Review existing configurations and recommend improvements to improve usability, maintainability, and operational efficiency.
18. Help simplify and rationalize existing Helix configurations where appropriate.
19. Maintain appropriate documentation for configuration changes, processes, and administrative procedures.
20. Partner with other Helix technical resources to support the overall platform.
21. Provide subject matter expertise and guidance when complex Helix administration issues arise.
22. Help ensure appropriate administrative coverage for this business-critical platform.

Required Technical Skills

1. Strong hands-on experience administering BMC Helix in an enterprise environment.
2. Experience with BMC Helix ITSM and core IT service management functionality.
3. Hands-on experience configuring and maintaining Helix environments.
4. Experience managing:
5. Forms
6. Fields
7. Menus / selections
8. Categories
9. Permissions / access
10. Workflows
11. Business rules
12. Notifications
13. Approvals
14. Service requests
15. Incident / problem / change processes
16. Experience troubleshooting configuration and application issues within BMC Helix.
17. Ability to understand existing Helix architecture and configuration and make appropriate changes without disrupting production operations.
18. Experience supporting BMC Helix upgrades and releases.
19. Experience performing or coordinating upgrade testing and regression testing.
20. Experience working with BMC Support and opening/managing vendor support cases.
21. Ability to analyze existing configurations and identify opportunities for cleanup, consolidation, and optimization.

Preferred Skills

1. BMC Helix certifications or formal BMC training.
2. Prior experience with BMC Remedy / Remedy ITSM.
3. Experience with BMC Helix integrations and external systems.
4. Experience troubleshooting APIs, web services, or integrations connected to Helix.
5. Experience with Helix Innovation Studio.
6. Experience with Digital Workplace / service request functionality.
7. Experience with CMDB / Asset Management within the BMC ecosystem.
8. Experience with reporting and dashboards within Helix.
9. Experience supporting enterprise-scale platform upgrades.
10. Strong understanding of ITIL processes and ITSM best practices.