BMC Helix ITSM/CMDB Administrator

Team Overview:

Global team responsible for the implementation, administration, maintenance, and continuous improvement of enterprise-wide IT Service Management (ITSM), Asset Management, and Business-Critical Communication platforms. The team ensures the availability, reliability, security, and strategic alignment of these services to support business operations across a global organization.

This is a hybrid position and involves regular performance of job responsibilities virtually as well as in-person at an assigned TU office location for a minimum of two days a week.

Role Overview:

The ITSM Platform Administrator is responsible for the administration, maintenance, enhancement, and operational support of the organization's enterprise IT Service Management (ITSM), Configuration Management Database (CMDB), Asset Management, and Critical Communications platforms. This role ensures the stability, performance, security, and continuous improvement of BMC Helix ITSM, CMDB/Asset Management, and MIR3 (OnSolve) solutions that support global business operations.

The ideal candidate possesses strong platform administration and troubleshooting skills, combined with a technical development background to design integrations, automate processes, develop custom reports, and deliver data-driven solutions that enhance service management capabilities across the enterprise.

Core Responsibilities:

• Administer, maintain, and support BMC Helix ITSM, Asset Management, CMDB, and MIR3 (OnSolve) platforms.
• Monitor platform health, performance, availability, and capacity to ensure compliance with service level objectives.
• Perform system configuration, upgrades, patch management, and platform maintenance activities.
• Troubleshoot and resolve application, integration, and data-related issues in a timely manner.
• Coordinate with vendors, infrastructure teams, and business stakeholders to ensure platform reliability and continuous service improvement.

ITSM & Process Enablement:

• Configure and support Incident, Problem, Change, Request Management, Knowledge Management, and Asset Management processes.
• Implement and maintain ITIL-aligned workflows, business rules, approvals, notifications, and automation capabilities.
• Support process optimization initiatives by identifying opportunities to improve efficiency, data quality, and user experience.
• Participate in platform governance activities, including change reviews, release validation, and system documentation.

CMDB & Asset Management:

• Maintain the integrity, accuracy, and completeness of the Configuration Management Database (CMDB).
• Manage configuration item (CI) lifecycle processes, relationships, reconciliation, normalization, and discovery data integration.
• Ensure asset and configuration management best practices are implemented and maintained across the environment.
• Perform regular audits and data quality reviews to improve CMDB and asset data accuracy.

Critical Communication Platform Administration:

• Administer and support the MIR3 (OnSolve) critical notification and emergency communication platform.
• Maintain notification groups, escalation procedures, templates, communication workflows, and contact data.
• Support emergency testing exercises and ensure communication processes remain operational and effective.
• Collaborate with business continuity, incident management, and operational teams to support critical communication requirements.

Development & Integration:

• Develop and maintain small to medium-sized integrations between ITSM platforms and other enterprise applications.
• Create automation solutions using APIs, web services, scripting, and workflow technologies.
• Support data migration, synchronization, and interface development initiatives.
• Analyze business requirements and implement technical solutions that improve operational efficiency and data exchange.

Reporting & Analytics:

• Design, develop, and maintain SQL-based operational, management, and compliance reports.
• Create dashboards, metrics, and performance reporting solutions that provide actionable insights to stakeholders.
• Support audit, compliance, and governance reporting requirements.
• Perform data analysis and validation to ensure report accuracy and consistency.

Documentation & Continuous Improvement:

• Develop and maintain technical documentation, support procedures, and knowledge articles.
• Participate in platform enhancement projects and strategic initiatives.
• Recommend best practices, automation opportunities, and technology improvements.
• Stay current with industry trends, ITSM best practices, and platform capabilities.

Required Knowledge And Experiences:

• Experience administering BMC Helix ITSM / Remedy ITSM / Service Now.
• Experience with BMC CMDB and Asset Management.
• Strong SQL development and reporting skills.
• Experience with REST APIs, integrations, and automation development.
• Knowledge on Python or Java or any other development language.
• Knowledge of ITIL processes and service management best practices.
• Experience with data modeling, CMDB architecture, and data governance.
• Strong analytical, troubleshooting, and problem-solving skills.
• Excellent communication and stakeholder management abilities.
• AI agent development experience.