Primary Responsibilities Job duties and responsibilities include, but are not limited to: • At least 6–8 years of hands-on experience in designing and configuring the BMC Helix ITSM environment in alignment with business needs. • Define the BMC Helix architecture, including: o Incident, Problem, Change o CMDB, Asset Management o Knowledge Management o Service Request Management o Monitoring, Event Management, Discovery (as required) • Develop catalog items, workflows, runbooks, and automations. • Ensure adherence to industry with the best practices and governance standards. • Design a secure data mapping, cleansing, and migration framework for: o Historical records o Active tickets and change records o CMDB data and relationships o Knowledge articles and metadata • Execute data migration using approved tools and methodologies with full traceability. • Conduct data validation, reconciliation, and sign off processes. • Analyze and document all existing ServiceNow integration points. • Rebuild or establish integrations in BMC Helix, including: o Monitoring tools o ITSM/data exchange interfaces o Collaboration platforms o Custom APIs/middleware • Ensure integration designs are secure, scalable, and resilient. • Prepare and execute comprehensive test plans, including: o Unit Testing o System Integration Testing (SIT) o User Acceptance Testing (UAT) o Performance and Load Testing • Ensure defect tracking and closure across all phases. • Develop and execute a detailed cutover plan covering final data loads, system readiness, and user transition. • Support go-live activities to ensure business continuity with minimal disruption. • Provide hyper care support, including: o Issue resolution o System optimization o User guidance and training
