Position Summary
Optimum 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 Optimum 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 Optimum 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.
