Junior BMC Helix ITSM Administrator

Job Title: Junior BMC Helix ITSM Administrator

Role Summary

The Junior BMC Helix ITSM Administrator is responsible for supporting the daily operation, maintenance, and configuration of the BMC Helix ITSM platform within the L2 support team. The role focuses on executing standard configuration tasks, supporting digital channels, maintaining reporting and analytics, performing functional testing, and ensuring CMDB data quality, all within defined governance frameworks and under the guidance of senior team members.

Key Responsibilities

1. ITSM Platform Configuration & L2 Support

• Provide Level 2 (L2) functional support for core BMC Helix ITSM processes, including Incident, Problem, Change, Work Orders, Service Request, and Knowledge Management.
• Maintain and update standard platform configurations such as support groups, roles and permissions, assignment rules, notification rules, workflows, and service request definitions.
• Ensure adherence to established operational procedures, governance standards, and escalation processes.

2. Digital Workplace, Virtual Agent & Live Chat Support

• Support the operation and maintenance of BMC Helix Digital Workplace, including service catalog content and knowledge article visibility.
• Configure and test existing Virtual Agent topics, intents, and conversational flows based on predefined designs.
• Assist in managing Live Chat configurations, including queue setup, routing rules, and availability schedules.

3. Platform Analytics & Reporting

• Develop, maintain, and enhance operational reports and dashboards using BMC Helix reporting tools.
• Monitor and track key performance indicators (KPIs) and service performance metrics.
• Validate data consistency and support stakeholders with standard reporting requirements.
• Contribute to documenting KPI definitions and reporting standards.

4. AI / HelixGPT Operational Support

• Support the implementation and operation of BMC Helix AI capabilities, including HelixGPT features such as classification, summarization, and knowledge recommendations.
• Assist in testing AI-driven functionalities and monitoring output accuracy and relevance.
• Support documentation efforts and user adoption of AI-enabled features.

5. Testing, CMDB Data Quality & Operational Support

• Perform functional testing of service requests, workflows, Virtual Agent configurations, Live Chat setups, and platform enhancements in non-production environments.
• Support CMDB data quality activities, including CI updates, relationship validation, reconciliation processes, and lifecycle management.
• Assist in validating data from BMC Helix Discovery, including normalization and CI accuracy.
• Log, categorize, and track platform incidents and enhancement requests, ensuring proper documentation and escalation.

Required Qualifications

• Bachelor’s degree in Information Technology, Computer Science, or a related field (or equivalent experience).
• 2–3 years of hands-on experience with BMC Helix ITSM or BMC Remedy in an administration/support role.
• Solid understanding of ITIL processes and their practical application within ITSM platforms.
• Experience in configuring core BMC Helix components, including service requests, workflows, notifications, assignment rules, roles, and support groups.
• Exposure to Digital Workplace, Virtual Agent, Live Chat, and reporting/dashboard tools.
• Experience in functional testing and validation of system behavior.
• Fluent in English (written and spoken), with the ability to work in a global environment.

Preferred Qualifications

• BMC Certified Associate – Helix ITSM certification.
• Familiarity with BMC Helix Discovery and CMDB data management concepts.
• Basic understanding of AI-enabled ITSM features and automation concepts.

Skills & Competencies

• Strong analytical and problem-solving skills.
• Attention to detail and data accuracy.
• Ability to work within structured governance frameworks.
• Effective communication and collaboration skills.
• Ability to manage multiple tasks and priorities in a fast-paced environment.