CDIIndia
Lead ITSM Developer – BMC Helix Platform - SG
Hybride
Project context
We are seeking a highly skilled Senior Developer (5+ Years of experience)– BMC Helix Platform to lead the run, design, development, and optimization of the BMC Helix ecosystem. This role operates within a matrix organization, reporting directly to the GCC while functionally aligned with IT Services. The position ensures that platform development, configuration, and enhancements fully support IT Services processes and operational objectives. You will combine deep technical expertise with leadership responsibilities, overseeing junior developers, and ensuring seamless integration between development activities and operational service delivery.
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
time‑critical 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)
Expected skillsSkills
Skill level
BMC helix
Expert
BMC Helix Technical Management & Oversight
Expert
API Integration
Expert
BMC Helix configuration
Expert
Dashboard creation
Expert
ITSM Incident & Service request operational Management
Expert
CMDB
Expert
Informations de la mission :
We are seeking a highly skilled Senior Developer (5+ Years of experience)– BMC Helix Platform to lead the run, design, development, and optimization of the BMC Helix ecosystem. This role operates within a matrix organization, reporting directly to the GCC while functionally aligned with IT Services. The position ensures that platform development, configuration, and enhancements fully support IT Services processes and operational objectives. You will combine deep technical expertise with leadership responsibilities, overseeing junior developers, and ensuring seamless integration between development activities and operational service delivery.
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
time‑critical 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)
Expected skillsSkills
Skill level
BMC helix
Expert
BMC Helix Technical Management & Oversight
Expert
API Integration
Expert
BMC Helix configuration
Expert
Dashboard creation
Expert
ITSM Incident & Service request operational Management
Expert
CMDB
Expert
Informations de la mission :
- Début de mission : 24/09/2026
- Durée : 6 mois
- Date de publication : 24/09/2026
- Date limite de candidature : 31/10/2026
Compétences recherchées
BMC Helix (Indispensable)ITSM (Indispensable)Digital Workplace (Indispensable)Innovation Studio (Indispensable)API Integration (Indispensable)CMDB (Indispensable)Dashboard (Indispensable)Workflow (Indispensable)Automations (Indispensable)ITIL (Indispensable)BMC Helix Technical Management & Oversight (Indispensable)BMC Helix configuration (Indispensable)Dashboard creation (Indispensable)ITSM Incident & Service request operational Management (Indispensable)
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