Role & responsibilities

Key ResponsibilitiesPlatform 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

- 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
- Other Helix MED customer Groups (Operations, MVC, et

- 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

- 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

- Solid 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 MeasuresThe contractor will be expected to:

- 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.

📌 Bmc Remedy Administrator - Helix (Bengaluru)
🏢 Accion Labs
📍 Bengaluru