BMC Helix Administrator (Incident/Request/Knowledge) - REMOTE

Clearance Level
Business Process Analysis
Remote, Working from the USA
Key Skills For Success

BMC Helix

IT Service Management (ITSM)

Knowledge Management

Process Improvements

REQ#: RQ171330
Public Trust: MBI Full 5C (T3)
Requisition Type: Regular
Your Impact

Own your opportunity to work alongside federal civilian agencies. Make an impact by providing services that help the government ensure the well being of U.S. citizens.

Job Description

At GDIT, people are our differentiator. Our work depends on a BMC Helix Administrator and ITSM Process Design expert with a focus on Incident, Request Fulfillment, and Knowledge Management. In this highly collaborative role, you will be responsible for evaluating existing processes and working with the customer and technical teams capture workflow requirements for BMC Helix to reduce cost, improve sustainability, and develop best practices within the customer organization. Our team implemented BMC Helix as an enterprise-wide IT Service Management (ITSM) solution for a federal government agency and is building out additional capabilities.

How You Will Make an Impact

  • Support the existing ITSM processes that are in place from the legacy system and will make recommendations on how to improve those processes in BMC Helix.  

  • Support the ITSM Team Leads in day-to-day tasks in quality assurance, delivering contract deliverables, and reporting. 

  • Facilitate requirements gathering sessions for process design and BMC Helix workflow supporting the process, specifically for Request, Incident, and Knowledge Management. 

  • Ensure the appropriate inputs/outputs are being produced across all processes and are captured in BMC Helix. 

  • Serve as liaison between process and technical operations teams to capture workflow requirements. 

  • Document processes and workflows for usability across the IT organization and in BMC Helix. 

  • Attend all Process Owner meetings. 

  • Regularly review existing IT processes for effectiveness and efficiency; identify improvement opportunities.

  • Work towards integration across all related processes in BMC Helix.  

  • Support process improvement by defining workflows, value streams, and process metrics.

  • Participate in testing activities for BMC Helix to ensure workflow and process are aligned. 

  • Develop process and technical documentation as required. 

  • Maintain a knowledge and expertise in industry process best practices and trends as well as BMC Helix. 

What You'll Need to Succeed

  • Required Experience: Minimum of 5+ years of BMC Helix Administrator experience and ITSM process design. 

  • Required Education or Certifications: ITIL v3 or v4 Foundations or Intermediate BMC Certification.

  • Preferred Certification: ITIL and/or BMC Intermediate certifications. 

  • Required Skills: BMC Helix Administrator with Incident, Request Fulfillment, and Knowledge Management and ITSM Process Design; building relationships and cross-functional team collaboration. 

  • Preferred Technical Skills: ISO and CMMI process audits.

  • Ability to obtain a Public Trust clearance

  • Location: 100% remote.

GDIT Is Your Place

  • Full-flex work week to own your priorities at work and at home.

  • 401K with company match.

  • Comprehensive health and wellness packages.

  • Internal mobility team dedicated to helping you own your career.

  • Professional growth opportunities including paid education and certifications.

  • Cutting-edge technology you can learn from.

  • Rest and recharge with paid vacation and holidays.

Work Requirements
Years of Experience

5 + years of related experience

* may vary based on technical training, certification(s), or degree


ITIL 4 Foundations - ITIL

Travel Required



U.S. Citizenship Required

Salary and Benefit Information

The likely salary range for this position is $96,687 - $130,813. This is not, however, a guarantee of compensation or salary. Rather, salary will be set based on experience, geographic location and possibly contractual requirements and could fall outside of this range.
View information about benefits and our total rewards program.

About Our Work

We are GDIT. A global technology and professional services company that delivers consulting, technology and mission services to every major agency across the U.S. government, defense and intelligence community. Our 30,000 experts extract the power of technology to create immediate value and deliver solutions at the edge of innovation. We operate across 30 countries worldwide, offering leading capabilities in digital modernization, AI/ML, Cloud, Cyber and application development. Together with our clients, we strive to create a safer, smarter world by harnessing the power of deep expertise and advanced technology.

GDIT is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status, or any other protected class.