Bmc Remedy Administrator - Helix

Role & responsibilities

Key ResponsibilitiesPlatform Administration

• Administer and maintain the BMC Helix platform.
• Configure and support ITSM modules, including:
• Incident Management
• Service Request Management
• Change Management
• Problem Management (future enhancement)
• Knowledge Management
• Asset Management
• Manage user accounts, permissions, support groups, roles, and access controls.
• Monitor platform health, performance, integrations, and scheduled jobs.
• Coordinate platform upgrades, patching activities, and testing efforts.

Workflow & Process Automation

• Create, modify, and maintain workflows, approvals, notifications, escalations, and assignment rules.
• Configure automated ticket routing and queue management processes.
• Develop and maintain business rules supporting IT and non-IT service departments.
• Evaluate opportunities to reduce manual effort through automation.

Reporting & Analytics

• Develop and maintain dashboards, reports, and KPIs.
• Support operational reporting requirements for:
• Service Desk
• Escalation Teams
• Other Helix MED customer Groups (Operations, MVC, et
• IT Leadership
• Provide data-driven recommendations for service improvement initiatives.

Knowledge Management

• Support the creation, publication, and lifecycle management of Helix Knowledge Articles.
• Maintain knowledge taxonomy, categories, and governance standards.
• Improve self-service capabilities and knowledge article utilization.

HelixGPT & Innovation Initiatives

• Assist with administration of HelixGPT capabilities.
• Support AI-powered search, knowledge delivery, and service automation initiatives.
• Identify opportunities to leverage AI and automation to improve support operations. 

Integrations & Technical Support

• Troubleshoot application issues and coordinate resolution with vendors when needed.
• Assist with integrations involving:
• Microsoft 365
• Entra ID
• Active Directory
• Other enterprise applications
• Support API configuration and troubleshooting.
• Maintain documentation for system configurations and integrations.

Governance & Continuous Improvement

• Follow change management procedures for platform updates.
• Maintain system documentation and configuration records.
• Participate in audits, compliance reviews, and operational assessments.
• Recommend process and platform improvements aligned with ITIL best practices.

Required Qualifications

• Strong understanding of ITSM processes and ITIL frameworks.
• Experience configuring workflows, approval processes, notifications, and assignment rules.
• Experience developing reports, dashboards, and operational metrics.
• Experience supporting enterprise service management platforms.
• Strong troubleshooting and root-cause analysis skills.
• Ability to work independently with minimal supervision.
• Strong verbal and written communication skills.

Preferred Qualifications

• BMC Certified Professional certification(s).
• Experience with Helix environments.
• Experience with HelixGPT or AI-enabled service management platforms.
• Knowledge of REST APIs and system integrations.
• Experience supporting healthcare, retail, or multi-site service organizations.
• Familiarity with Microsoft technologies including Microsoft 365, Entra ID, Teams, and Power Platform.

Deliverables & Success MeasuresThe contractor will be expected to:

• Maintain platform availability and operational stability.
• Complete configuration requests within established timelines.
• Improve workflow automation and ticket routing accuracy.
• Enhance reporting and dashboard capabilities.
• Maintain current system documentation.
• Partner with IT leadership to continuously improve service management processes.