BMC Helix Administrator - Part-Time

Role Purpose

The role is responsible for managing, administering, and optimizing the BMC Helix IT Operations Management (ITOM) and IT Service Management (ITSM) platforms. This includes monitoring systems, event management, and ensuring seamless integration between ITOM and ITSM tools to support efficient IT service delivery and operations.

Key Responsibilities

BMC Helix ITSM Administration

• Administer, configure, and maintain BMC Helix ITSM modules including Incident, Change, Problem, Service Request, and CMDB.
• Configure workflows, forms, service catalog, dashboards, and reports.
• Manage user administration, roles, permissions, and workflow configurations.
• Support customizations, notifications, automation rules, and service requests.
• Perform system monitoring, health checks, performance tuning, and troubleshooting.
• Manage system upgrades, patches, testing, and environment validation.
• Maintain integrations with identity services (e.g., Active Directory) and external systems.
• Collaborate with ITSM stakeholders to enhance process effectiveness and platform stability.

BMC Helix ITOM Administration

• Administer and support ITOM modules including Monitoring, Event Management, Discovery, and CMDB synchronization.
• Configure event rules, correlation policies, dashboards, and automation workflows.
• Manage monitoring thresholds, alerts, and noise reduction strategies.
• Maintain Discovery configurations including scanners, patterns, schedules, and data accuracy.
• Integrate ITOM tools with cloud platforms, applications, network devices, and monitoring systems.
• Analyze alerts and improve event correlation to ensure efficient incident detection and response.
• Perform system updates, patches, and regular health checks.
• Provide L2/L3 support for ITOM-related issues and troubleshooting.

Monitoring & Event Management

• Configure and manage monitoring tools and event management systems.
• Enable automated ticket creation and ensure proper event-to-incident correlation.
• Optimize monitoring performance and enhance alert accuracy.

Process & Documentation

• Ensure alignment with ITIL best practices (Incident, Problem, Change Management).
• Prepare operational reports, dashboards, and performance metrics.
• Develop and maintain SOPs, documentation, and configuration guides.

Required Skills & Experience

• Minimum 5+ years of relevant experience in ITSM/ITOM administration.
• Strong hands-on experience with BMC Helix ITSM Suite administration.
• Solid understanding of BMC Helix ITOM tools (Monitoring, Event Management, Discovery).
• Experience with integrations (APIs, Active Directory, external tools).
• Knowledge of ITIL processes and frameworks.
• Expertise in workflows, automation, and service catalog configuration.
• Strong troubleshooting and performance optimization skills.

Preferred Skills

• Experience with cloud platforms (AWS, Azure, etc.).
• Scripting knowledge (e.g., Python, Shell) for automation.
• Exposure to enterprise monitoring tools and CMDB best practices.

Key Competencies

• Problem-solving and analytical thinking
• Strong communication and stakeholder management
• Attention to detail and documentation discipline
• Ability to work independently and in a team environment