ITSM administrator

Role: ITSM administrator

Location: Remote

Shift: General

Responsibilities

Own the administration, configuration, security, reliability, and ongoing support of client's BMC Helix cloud platform, including ITSM applications, self-service capabilities, integrations, reporting, and related services.

• Configure, maintain, and enhance Helix foundation data, workflows, ITSM capabilities, CMDB functionality, and self-service experiences in alignment with approved processes, controls, and business requirements.
• Serve as the primary technical owner and internal escalation point for Helix platform issues, coordinating managed service provider and vendor support activities through resolution and root cause analysis.
• Partner closely with client's managed service provider to deliver Helix platform enhancements, upgrades, fixes, and configuration changes from planning through testing and deployment.
• Manage the Helix platform backlog by evaluating enhancement requests, assessing business value and technical impact, and recommending solutions that maximize standard functionality and long-term maintainability.
• Partner with the IT Service Management Practice Lead, process owners, Service Desk, resolver teams, and IT leadership to translate business and process requirements into sustainable workflows, automation, controls, and reporting.
• Monitor platform performance, integrations, data quality, and overall administrative health; proactively identify and mitigate risks affecting service quality or platform stability.
• Build and maintain Helix dashboards and reporting that provide actionable insights into operational performance, service management outcomes, and data quality.
• Support and troubleshoot platform integrations, workflows, access issues, automation failures, and reporting discrepancies across a complex enterprise environment.
• Administer platform security, licensing, and access controls in accordance with cybersecurity standards, audit requirements, and least-privilege principles.
• Develop and maintain technical documentation, administrative procedures, and knowledge resources that support effective platform administration, governance, and operational continuity.

Qualifications

• Strong hands-on experience administering BMC Helix ITSM or a comparable enterprise ITSM platform in a cloud environment.
• Working knowledge of core ITSM, asset, and configuration management practices.
• Experience configuring foundation data, access controls, workflows, and other enterprise ITSM platform settings.
• Experience developing operational dashboards, reports, KPIs, and data-quality controls for IT service management.
• Ability to troubleshoot integrations, workflow behavior, access issues, data problems, and reporting discrepancies across a complex enterprise platform.
• Experience coordinating work with managed service providers, software vendors, and distributed technical teams.
• Strong documentation, testing, change control, analytical, and problem-solving skills.
• Ability to communicate technical concepts clearly to process owners, support teams, and IT leadership.
• Self-directed, detail-oriented, and able to balance production support, planned enhancements, and continual improvement.

Education, Experience & Certification

• Bachelor's degree or equivalent experience in information systems, computer science, business technology, or a related field.
• 5+ years of experience administering enterprise applications or ITSM platforms, including 3+ years of direct BMC Helix, or closely comparable platform experience.
• BMC Helix administration certification preferred.
• ITIL 4 Foundation certification preferred.
• Experience with enterprise integrations, data management, reporting technologies, and SaaS vendor management is preferred.