BMC Helix

BMC ITSM Migration Specialist L3

1. Migration Execution:

• Execute hands-on migration of data, workflows, and configurations from BMC Remedy to Helix.

• Enable next-generation features, including Helix Smart IT, Discovery, and Digital Workplace.

2. Fresh Implementation:

• Perform the deployment of BMC Helix platform components.

• Configure out-of-the-box and custom workflows for new implementations.

3. API Integrations:

• Implement and test REST/SOAP APIs for integration with third-party applications, such as ServiceNow, Jira, Salesforce, or custom tools.

4. Testing & Validation:

• Conduct thorough testing for migrated and newly implemented features.

• Validate integrations to ensure seamless communication between Helix and other systems.

5. Documentation:

• Maintain comprehensive documentation for all migration, implementation, and integration activities.

6. Support:

• Provide Level 3 support during and after migration/implementation phases.

• Troubleshoot issues related to new configurations, integrations, and features.

Skills & Qualifications:

Technical Skills:

• Core Competencies:

• In-depth knowledge of BMC Remedy ITSM and Helix platforms.

• Expertise in fresh implementations of the Helix platform and migrating from Remedy.

• Proficiency in Discovery, CMDB, Helix GPT, Digital Workplace, and virtual agents.

• Strong experience with API-based integrations (REST, SOAP) and third-party system connectivity.

• Desirable Skills:

• Experience with cloud platforms like AWS or Azure for hosting Helix and Docker - kubernetes

• Knowledge of ITIL practices and automation tools.

• Familiarity with common third-party tools like EBS[Enterprise Service Bus] and others enterprise tools.

Soft Skills:

• Strong problem-solving and analytical abilities.

• Effective communication and stakeholder management skills.

• Ability to lead and work collaboratively in cross-functional teams.

Certifications (Preferred):

• BMC Certified Professional (Remedy/Helix).

• ITIL Foundation or higher certification.

• Cloud certifications (AWS, Azure,GCP,Docker kubernetes).

• API and integration certifications (e.g., EBS,other enterprise tools, Postman).

Equivalent to L3

L3: 4–6 years of experience in ITSM, including migration and implementation of BMC Remedy/Helix.

• Proven experience in enabling advanced Helix features and API integrations.

BMC ITSM Migration Specialist L4

1. Migration & Implementation Strategy:

• Design and lead the end-to-end migration and fresh implementation strategy.

• Assess system readiness, perform gap analysis, and develop migration roadmaps.

2. Advanced Configuration:

• Oversee the configuration and enablement of Discovery, CMDB, Helix GPT, and chatbots for ITSM automation and AI-driven processes.

• Lead complex customization efforts, ensuring alignment with business goals.

3. API & Integration Leadership:

• Architect API-based integrations with third-party applications, ensuring scalability and reliability.

• Manage data synchronization and process automation between Helix and other platforms.

4. Stakeholder Engagement:

• Collaborate with business and technical stakeholders to align migration, implementation, and integration activities with enterprise objectives.

• Present solutions, roadmaps, and progress to stakeholders.

5. Governance & Post-Implementation:

• Define governance models for managing the Helix platform, integrations, and upgrades.

• Develop a framework for post-implementation support, SLAs, and continuous improvement.

Equivalent to L4

L4: 6+ years of ITSM experience, with a track record of leading migrations, fresh implementations, and complex API integrations.

• Expertise in designing and implementing advanced Helix platform solutions.