Overview
We are seeking a Senior Architect specializing in BMC Helix ITSM solutions to enhance our client's IT service management capabilities. The contractor will take on a pivotal role in migrating from BMC Remedy to BMC Helix and will work closely with various stakeholders, ensuring the integration and configuration of ITSM solutions aligns with industry standards and business objectives. This position requires a candidate with substantial experience in BMC technologies and a strong understanding of ITIL v4 processes.
Responsibilities
- Architect and deliver end-to-end BMC Helix ITSM solutions covering incident, problem, change, release, asset, and service catalogue management.
- Lead the migration from on-premises BMC Remedy to BMC Helix SaaS environments.
- Design and build integrations with third-party platforms via REST/SOAP APIs and BMC Helix iPaaS.
- Configure and maintain BMC Helix Discovery for CMDB population and CI relationship mapping.
- Implement SLAs/OLAs, automation rules, escalation policies, and approval workflows.
- Act as Level 3 escalation point, monitor platform health, and manage upgrades and patches.
- Collaborate with stakeholders to align platform capabilities with ITIL v4 processes and business strategy.
- Mentor ITSM administrators and produce technical documentation including architecture diagrams and runbooks.
Requirements
- 8+ years' hands-on experience with BMC Remedy/BMC Helix ITSM at enterprise scale.
- Deep expertise in Helix ITSM modules: Incident, Problem, Change, CMDB, Asset, Service Request, Knowledge.
- Proficiency in AR System workflow and Smart IT configuration.
- Strong REST/SOAP API integration skills; experience with BMC Helix iPaaS / Integration Service.
- Scripting ability in Python, PowerShell, or Bash for automation tasks.
- Experience with BMC Helix Discovery and CMDB data modeling.
- ITIL v4 Foundation certified; Managing Professional or Strategic Leader preferred.
- Excellent communication skills and ability to lead technical workstreams across multi-team organizations.