Overview
The Senior Architect will play a pivotal role in architecting and delivering comprehensive BMC Helix ITSM solutions for a client engagement, ensuring alignment with ITIL v4 processes and business strategies. This position requires collaboration with stakeholders and the mentoring of ITSM administrators, alongside hands-on technical responsibilities, including system configuration, integrations, and ongoing platform management in a hybrid work environment.
Responsibilities
- Architect and deliver end-to-end BMC Helix ITSM solutions covering key management functions.
- Lead the migration project from on-premises BMC Remedy to BMC Helix SaaS environments.
- Design and build integrations with third-party platforms using 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.
- Serve as Level 3 escalation point, monitoring platform health and managing upgrades.
- Collaborate with stakeholders to ensure platform capabilities align with ITIL v4 processes.
- Mentor ITSM administrators and produce necessary technical documentation such as architecture diagrams and runbooks.
Requirements
- 8+ years of hands-on experience with BMC Remedy / BMC Helix ITSM at enterprise scale.
- Deep expertise in all key Helix ITSM modules including Incident, Problem, Change, and CMDB.
- Proficiency in AR System workflow, Filters, Escalations, Active Links, and Smart IT configuration.
- Strong REST/SOAP API integration skills with experience in BMC Helix iPaaS.
- Scripting ability in Python, PowerShell, or Bash for automation tasks.
- Experience with BMC Helix Discovery (ADDM) and CMDB data modeling.
- ITIL v4 Foundation certification; Managing Professional or Strategic Leader preferred.
- Excellent communication skills with the ability to lead technical workstreams across multiple teams.