Lead ITSM Developer BMC Helix Platform RFP-267751-1
Job Description
Goals and deliverables
ITSM Incident & Service request operational Management
Handle incidents and service requests in BMC Helix, from logging and triage to
resolution and closure, following ITIL processes and SLA/OLA targets.
Diagnose issues, perform troubleshooting, apply fixes/workarounds.
Update tickets with accurate categorization, impact/urgency, actions taken, and
user communications.
Monitor personal/assigned queues, follow up on pending items, and escalate
timecritical cases per procedure.
Contribute to knowledge articles and recurring-issue reduction by documenting
resolutions and proposing improvements.
Development & Configuration
Design, develop, and configure solutions on the BMC Helix Platform (ITSM,
Digital Workplace, Innovation Studio)
Build and optimize business workflows, automations, and service management
processes
Deliver scalable, secure, and maintainable configurations and customizations
Workflow & Process Alignment (IT Services)
Translate IT Services requirements into efficient, standardized workflows
Ensure alignment with ITIL practices and internal service management
frameworks
Continuously improve workflows to enhance user experience and operational
efficiency
Technical Management & Oversight
Provide technical Management and supervision of junior developers
Perform code and configuration reviews, ensuring adherence to best practices
Drive knowledge sharing, coaching, and capability development within the team
GCC Operations Integration
Align development activities with GCC delivery models, standards, and
governance
Collaborate with GCC Operations to ensure consistency, scalability, and global
delivery alignment
Support release management, service transition, and operational readiness
Platform Governance & Expertise
Act as subject matter expert for the BMC Helix Platform
Define and enforce development standards, documentation, and governance
practices
Support platform lifecycle activities (upgrades, patches, performance
optimization)
ITSM Incident & Service request operational Management
Handle incidents and service requests in BMC Helix, from logging and triage to
resolution and closure, following ITIL processes and SLA/OLA targets.
Diagnose issues, perform troubleshooting, apply fixes/workarounds.
Update tickets with accurate categorization, impact/urgency, actions taken, and
user communications.
Monitor personal/assigned queues, follow up on pending items, and escalate
timecritical cases per procedure.
Contribute to knowledge articles and recurring-issue reduction by documenting
resolutions and proposing improvements.
Development & Configuration
Design, develop, and configure solutions on the BMC Helix Platform (ITSM,
Digital Workplace, Innovation Studio)
Build and optimize business workflows, automations, and service management
processes
Deliver scalable, secure, and maintainable configurations and customizations
Workflow & Process Alignment (IT Services)
Translate IT Services requirements into efficient, standardized workflows
Ensure alignment with ITIL practices and internal service management
frameworks
Continuously improve workflows to enhance user experience and operational
efficiency
Technical Management & Oversight
Provide technical Management and supervision of junior developers
Perform code and configuration reviews, ensuring adherence to best practices
Drive knowledge sharing, coaching, and capability development within the team
GCC Operations Integration
Align development activities with GCC delivery models, standards, and
governance
Collaborate with GCC Operations to ensure consistency, scalability, and global
delivery alignment
Support release management, service transition, and operational readiness
Platform Governance & Expertise
Act as subject matter expert for the BMC Helix Platform
Define and enforce development standards, documentation, and governance
practices
Support platform lifecycle activities (upgrades, patches, performance
optimization)
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Key Skills
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