Role & responsibilities :

Key Responsibilities Platform 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, and 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, Helix MED customer Groups, and 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, and 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 Measures :

- 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.