BMC Helix ITSM /CMDB Platform Administrator

Overview

Administer and maintain TransUnion's enterprise ITSM, CMDB/Asset Management, and critical communication platforms (BMC Helix ITSM, MIR3/OnSolve), ensuring their stability, performance, security and continuous improvement, with development work to build integrations, automation and reports.

What you'll do

• Administer, maintain and support BMC Helix ITSM, Asset Management, CMDB and MIR3 (OnSolve) platforms.
• Monitor platform health, performance, availability and capacity to meet service level objectives.
• Perform system configuration, upgrades, patch management and platform maintenance.
• Troubleshoot and resolve application, integration and data-related issues in a timely manner.
• Coordinate with vendors, infrastructure teams and business stakeholders to ensure platform reliability and continuous service improvement.
• Configure and support Incident, Problem, Change, Request Management, Knowledge Management and Asset Management processes.
• Implement and maintain ITIL-aligned workflows, business rules, approvals, notifications and automation.
• Support process optimization initiatives to improve efficiency, data quality and user experience.
• Participate in platform governance, including change reviews, release validation and system documentation.
• Maintain the integrity, accuracy and completeness of the CMDB, including CI lifecycle, relationships, reconciliation, normalization and discovery data integration.
• Ensure asset and configuration management best practices are implemented and maintained across the environment.
• Perform regular audits and data quality reviews to improve CMDB and asset data accuracy.
• Administer and support the MIR3 (OnSolve) critical notification and emergency communication platform, including notification groups, escalation procedures, templates, workflows and contact data.
• Support emergency testing exercises and collaborate with business continuity, incident management and operational teams on critical communication requirements.
• Develop and maintain small to medium-sized integrations between ITSM platforms and other enterprise applications.
• Create automation solutions using APIs, web services, scripting and workflow technologies.
• Support data migration, synchronization and interface development initiatives.
• Design, develop and maintain SQL-based operational, management and compliance reports and dashboards.
• Perform data analysis and validation to ensure report accuracy and consistency.
• Develop and maintain technical documentation, support procedures and knowledge articles.
• Participate in platform enhancement projects and recommend best practices, automation opportunities and technology improvements.

What you'll need

• Experience administering BMC Helix ITSM, Remedy ITSM or ServiceNow.
• Experience with BMC CMDB and Asset Management.
• Strong SQL development and reporting skills.
• Experience with REST APIs, integrations and automation development.
• Knowledge of ITIL processes and service management best practices.
• Experience with data modeling, CMDB architecture and data governance.
• Strong analytical, troubleshooting and problem-solving skills.
• Excellent communication and stakeholder management abilities.

Nice to have

• Knowledge of Python, Java or any other development language.
• AI agent development experience.

Details

• Hybrid position: regular virtual work plus in-person work at an assigned TransUnion office for a minimum of two days a week.