Lead ITSM Developer (BMC Helix Platform)

Quick Facts

• Role: Lead ITSM Developer (BMC Helix Platform)

Description

Lead ITSM incident and service request operational management in BMC Helix, handling tickets from logging and triage through resolution and closure according to ITIL and SLA/OLA targets. Design, develop, and configure solutions and workflows/automations on the BMC Helix Platform (ITSM, Digital Workplace, Innovation Studio) and continuously improve them for operational efficiency and user experience. Provide technical supervision and governance as a BMC Helix subject matter expert, including knowledge contributions, release readiness support, and lifecycle activities.

Responsibilities

• Handle incidents and service requests: log, triage, diagnose, troubleshoot, resolve/implement fixes or workarounds, and close tickets.

• Update tickets with accurate categorization, impact/urgency, actions taken, and user communications.

• Monitor personal/assigned queues; follow up on pending items; escalate time-critical cases per procedure.

• Contribute to knowledge articles and reduce recurring issues via documented resolutions and improvement proposals.

• Design, develop, and configure BMC Helix solutions across ITSM, Digital Workplace, and Innovation Studio.

• Build and optimize workflows and automations for service management processes.

• Create scalable, secure, and maintainable configurations and customizations.

• Translate IT Services requirements into efficient, standardized workflows aligned to ITIL and internal service management frameworks.

• Ensure alignment with GCC delivery models, standards, and governance.

• Provide technical management/supervision of junior developers; run code/configuration reviews and coach the team.

• Act as subject matter expert for BMC Helix Platform standards, documentation, and governance; support upgrades/patches and performance optimization.

• Support release management, service transition, and operational readiness.

Requirements

• Experience supporting ITSM incidents and service requests in BMC Helix from triage to closure.

• Working knowledge of ITIL processes and the ability to meet SLA/OLA targets.

• Ability to design and configure BMC Helix workflows, automations, and service management processes.

• Strong troubleshooting skills and ability to implement fixes/workarounds.

• Experience maintaining accurate ticket metadata and clear user communications.

• Ability to supervise junior developers and perform code/configuration reviews.

• Subject matter expertise capability: standards, documentation, and platform governance for BMC Helix.