General Dynamics Information Technology BMC Helix Administrator (Incident/Request/Knowledge) – REMOTE in Fairfax, Virginia

March 27, 2024

Job Description

Req ID: RQ171330

Type of Requisition: Regular

Clearance Level Must Be Able to Obtain: None

Public Trust/Other Required: MBI Full 5C (T3)

Job Family: Business Process Analysis


BMC Helix,IT Service Management (ITSM),Knowledge Management,Process Improvements


ITIL 4 Foundations – ITIL


5 + years of related experience

US Citizenship Required:


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.

Our benefits package for all US-based employees includes a variety of medical plan options, some with Health Savings Accounts, dental plan options, a vision plan, and a 401(k) plan offering the ability to contribute both pre and post-tax dollars up to the IRS annual limits and receive a company match.To encourage work/life balance, GDIT offers employees full flex work weeks where possible and a variety of paid time off plans, including vacation, sick and personal time, holidays, paid parental, military, bereavement and jury duty leave. GDIT typically provides new employees with 15 days of paid leave per calendar year to be used for vacations, personal business, and illness and an additional 10 paid holidays per year. Paid leave and paid holidays are prorated based on the employee’s date of hire. The GDIT Paid Family Leave program provides a total of up to 160 hours of paid leave in a rolling 12 month period for eligible employees.To ensure our employees are able to protect their income, other offerings such as short and long-term disability benefits, life, accidental death and dismemberment, personal accident, critical illness and business travel and accident insurance are provided or available.We regularly review our Total Rewards package to ensure our offerings are competitive and reflect what our employees have told us they value most.

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.

We connect people with the most impactful client missions, creating an unparalleled work experience that allows them to see their impact every day. We create opportunities for our people to lead and learn simultaneously. From securing our nation’s most sensitive systems, to enabling digital transformation and cloud adoption, our people are the ones who make change real.

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.


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