BMC Helix Developer

eTeam Inc.

11 hours ago

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Title: BClient Helix Developer
Location: Plano, TX 75024 (Onsite. Open to candidates willing to relocate)
Duration: 24 months

Must Have Skills:

Key Responsibilities

Platform Support & Operations
Serve as a tier-3 subject matter expert for BClient Helix production issues across Smart IT, Digital Workplace (DWP), Service Catalog, Incident, Change, Request, and PC Store modules.
Investigate and resolve submission failures, approval errors, workflow exceptions, authentication issues, and integration faults — with ability to drill from aggregate metrics to individual user failures for remediation.
Perform root cause analysis on platform, configuration, and custom code issues; document incidents and permanent fixes.
Participate in on-call rotation for critical Helix platform outages and major submission/approval failures (ticket queue management is handled separately).
Manage environment promotion (Dev → QA → Prod), change control, and release validation for Helix configurations and customizations.

Monitoring, KPIs & Platform Health

Build and maintain Helix-native monitoring and KPI dashboards (15-minute refresh) covering login health, form/catalog usage, submission success/failure rates, approval integrity, and integration health.
Configure and optimize AR System audit, custom KPI snapshot tables, scheduled escalations/filters, and operational reports.
Define and tune alert thresholds for submission failure spikes, integration errors, and authentication anomalies.
Partner with Technology Operations leadership to provide platform health and adoption metrics — distinct from ticket volume and queue metrics.

Development & Configuration

Design, build, and maintain Helix customizations including forms, workflows, filters, escalations, process definitions, and record definitions (Innovation Studio / Helix Platform as applicable).
Develop and enhance Digital Workplace catalog items, questionnaires, service definitions, and self-service experiences — including PC Store fulfillment flows.
Configure and optimize Incident and Change intake in Smart IT — focusing on reliable submission, validation, templates, and approval paths (not ticket tracking/reporting).
Implement Service Desk form consolidation — reduce form sprawl, retire unused forms, and standardize intake paths per platform strategy.
Deliver UI/UX improvements across DWP and Smart IT — layout, field logic, validation messaging, mobile usability, and branding consistency.

Integrations & APIs

Build and maintain REST API integrations between Helix and enterprise systems, including but not limited to:
PubSub (event messaging)
SailPoint (identity lifecycle / provisioning)
Device42 (asset/inventory for PC Store)
IT Automation platforms
HRIS event triggers (hire, transfer, termination workflows)
Develop middleware, webhooks, and custom integration layers using AR REST API, Helix Platform API, and DWP APIs.
Implement robust error handling, retry logic, correlation IDs, and integration failure logging aligned with KPI and support requirements.
Manage API authentication, service accounts, OAuth/RSSO, and least-privilege access for integrations.

AI & Automation

Evaluate, configure, and extend BClient Helix AI capabilities (HelixGPT, cognitive service desk features, intelligent search, virtual agent/chatbot) where licensed and appropriate.
Integrate AI-assisted features with Optimum knowledge sources (OLLI/Confluence — not Helix KB per platform strategy) and service catalog content.
Build automation for repetitive platform tasks — provisioning workflows, approval routing, data sync, and self-healing integration retries.
Ensure AI integrations comply with Optimum security, data classification, and privacy policies — no PII exposure in unauthorized contexts.

Governance, Security & Documentation

Enforce RBAC, field-level security, and data access controls — including anonymous aggregate reporting with restricted drill-down for failure investigation.
Maintain technical documentation: architecture diagrams, integration specs, runbooks, form catalogs, and release notes.
Support SOX-relevant workflows (e.g., HR access provisioning) with auditability and approval integrity.
Collaborate with Security, IAM, and Compliance on access reviews, service account governance, and integration security.

Experience

5 years of hands-on experience with BClient Remedy / AR System / BClient Helix in an enterprise production environment.
3 years in a senior developer, administrator, or technical lead role on Helix or equivalent ITSM platform.
Demonstrated experience supporting Helix ITSM, Smart IT, Digital Workplace, and Service Catalog (SRM) in production.
Proven track record building and maintaining REST API integrations between Helix and external enterprise systems.
Experience with Incident, Change, and Request module configuration — workflows, approvals, templates, and self-service intake.
Experience operating multi-tier Helix environments (AR Server, Mid-tier, RSSO/SSO, database layer).

Technical Skills:

AR System: forms, active links, filters, escalations, permissions, audit configuration, SQL/reporting on AR schema.
Helix Platform / Innovation Studio: record definitions, views, processes, rules, deployment (preferred).
Digital Workplace & Service Catalog: service definitions, catalog items, questionnaires, approval mappings.
Smart IT: configuration, plugins, incident/change/task creation flows.
Integration: REST/SOAP APIs, webhooks, JSON/XML, authentication (OAuth 2.0, SAML, API keys, service accounts).
Scripting/development: Java, JavaScript, or equivalent for AR filters, web APIs, and custom extensions.
Database: SQL query and performance analysis (SQL Server and/or Oracle — match your environment).
Reporting: Helix native reporting, dashboards, Pentaho, or equivalent BI within Helix ecosystem.

Preferred Qualifications

Extensive experience with BClient Helix 25.x / 26.x
Experience with BClient Helix AI / HelixGPT / cognitive chatbot configuration and integration.
Familiarity with SailPoint, Device42, or similar IAM/CMDB platforms.
Experience building KPI/observability frameworks on Helix-native tooling (audit-based metrics, custom snapshot tables, scheduled aggregation).
ITIL foundation or practical ITSM process knowledge (Incident, Change, Request, Catalog).
Experience in telecommunications, media, or large enterprise environments.
Exposure to ServiceNow migration projects (source or target side).
Experience with SOX-controlled access provisioning workflows.
Java development for AR System API and mid-tier extensions.
Familiarity with Git and CI/CD for Helix deployment pipelines.
Minimum Years of Experience: 5 years

BMC Helix Developer · eTeam Inc.