BMC ITSM Helix Solution Architect

About this opportunity 

We are seeking a hands-on BMC Helix ITSM Solution Architect to lead the management, support, and optimization of BMC Remedy/Helix ITSM in enterprise environments. You will own core ITSM modules, deliver workflow customizations and integrations, drive performance and upgrades, and ensure compliance with ITIL and regulatory frameworks. This role partners with cross-functional teams to align the platform with business processes and reliability goals.
What you will do

•    Administer and configure core modules: Incident, Problem, Change, Asset, Service Request.
•    Design and implement workflows, filters, escalations, SLAs, and business rules.
•    Configure approvals, notifications, dynamic forms, and user experiences in Smart IT and Digital Workplace (DWP).
•    Build and maintain integrations using REST/SOAP and middleware (e.g., AD, CMDB, monitoring/ITOM).
•    Lead performance tuning, capacity planning, upgrades, migrations, and patching for HA environments.
•    Develop custom modules and smart apps using Developer Studio and Helix Innovation Suite.
•    Create dashboards and reports with BMC Smart Reporting and BI tools for actionable insights.
•    Troubleshoot complex issues, perform RCA, and implement preventive fixes.
•    Ensure adherence to security, compliance, and audit requirements; collaborate with governance teams.
•    Produce design docs, runbooks, SOPs, and mentor junior team members.
You will bring 

•    8+ years in BMC Remedy/Helix ITSM administration and implementation.
•    Deep expertise in Developer Studio, Innovation Studio, Smart IT, and DWP.
•    Strong track record designing/customizing ITSM workflows and module enhancements.
•    Solid understanding of CMDB architecture, discovery integration, and service modeling.
•    Experience with REST, SOAP, and middleware integrations in enterprise ecosystems.
•    Proficiency in BMC Smart Reporting and other BI tools.
•    Strong problem-solving and RCA skills in high-availability production.
•    Excellent grasp of ITIL v4; experience in compliance-driven environments (e.g., SAMA, NCA ECC).
Nice-to-have:
•    Helix Innovation Suite Smart Apps development experience.
•    Familiarity with Docker/Kubernetes for on-prem/hybrid Helix.
•    Scripting (Python, JavaScript, Shell) for automation/integration.
•    Database query tuning; knowledge of BMC schemas (PostgreSQL, Oracle).
•    Awareness of SAMA CSF, NCA ECC, ISO 27001, COBIT.
•    Experience with Agile/DevOps and CI/CD (Jenkins, Git).
•    Familiarity with BMC Discovery, Helix ITOM, AIOps.
Preferred certifications:
•    BMC Certified Professional: Helix ITSM
•    BMC Certified Developer: Helix Innovation Suite
•    BMC Certified CMDB Specialist
•    ITIL v4 Foundation or Managing Professional