SMO Platform Solution Manager (AUSTIN, TX)

Join the Texas Health and Human Services Commission (HHSC) and be part of a team committed to creating a positive impact in the lives of fellow Texans. At HHSC, your contributions matter, and we support you at each stage of your life and work journey. Our comprehensive benefits package includes 100% paid employee health insurance for full-time eligible employees, a defined benefit pension plan, generous time off benefits, numerous opportunities for career advancement and more. Explore more details on the Benefits of Working at HHS webpage.

Functional Title: SMO Platform Solution Manager 
Job Title: Inf Tech Business Analyst V 
Agency: Health & Human Services Comm 
Department: CTO Support DSHS COVID 
Posting Number: 17197 
Closing Date: 06/27/2026 
Posting Audience: Internal and External 
Occupational Category: Computer and Mathematical 
Salary Range: $9,600.00 - $11,500.00 
Pay Frequency: Monthly
Salary Group: TEXAS-B-29 
Shift: Day 
Additional Shift:  
Telework: Eligible for Telework 
Travel: Up to 5% 
Regular/Temporary: Regular 
Full Time/Part Time: Full time 
FLSA Exempt/Non-Exempt: Exempt 
Facility Location:  
Job Location City: AUSTIN 
Job Location Address: 701 W 51ST ST 
Other Locations:  
MOS Codes: 8846,8848,8858,14NX,15AX,16KX,181X,182X,1D7X1,255A,25B,26B,62E,681X,682X,781X,782X,CYB10,CYB11,ISM 
IT,Z Prefix 
 
 

Brief Job Description:

The ITSM Platform Solution Manager serves as the key liaison between internal IT teams and
business stakeholders and the Service Management Office to drive enhancements and initiatives that align with
ITIL and ITSM best practices. This role focuses on identifying business needs, recommending process
improvements, and driving continuous service enhancement for the agency and our service delivery teams. The
ITSM Platform Solution Manager collaborates with cross-functional teams to ensure the ITSM platform, processes, and policies support business objectives, promotes operational efficiency, and enhances the user experience.

ESSENTIAL JOB FUNCTIONS (EJF):

Attends work on a regular and predictable schedule in accordance with agency leave policy and performs other
duties as assigned. Serves as a liaison for the agency and IT and the Service Management Office by providing consultation,
documentation, and direction to stakeholders with regard to analysis, design, configuration, testing, and policy
implementation for the BMC Helix platform, including our agency-wide IT Help Central portal. As an expert level
SME for the BMC Helix platform and with full autonomy in the role, provide initial consultation upon receipt of Helix
enhancements and gather, analyze, and document user requirements, business processes, and problems to
automate or improve BMC Helix catalog items used by the agency; References any current agency policies and
procedures to determine if they need revisions with IT PPO in parallel with the BMC Helix work request. Provide
enhancement and QA demos to stakeholders at all levels including CIO and program DECs to gain approval,
adoption, and alignment on desired outcome. 30%

Attend and lead weekly platform prioritization meetings with the vendor and ITSM Tools & Tech Manager to review
new and current enhancements and tickets to drive timelines and deliverables with the vendor, ensuring a
constant flow of work for the vendor and that milestones are met consistently. Provide vendor with recaps and
documentation from stakeholder meetings and work with vendor to help with design of the workflow. Serve as the
main lead for and participates in user acceptance testing with the stakeholder/customer by developing,
documenting, and revising Helix/IT Help Central design procedures, user acceptance test procedures, and quality
standards. Captures notes, defects, inputs, etc. to ensure full acceptance is reached before relase into production.
30%

Provide guidance to the agency and IT teams on ITSM best practices, including incident, problem, change, and
service request management and . Ensure ITSM processes align with governance policies, compliance standards,
and business requirements and escalate issues were conflict may arise to ensure business alignment, and policy
compliance. Evaluate and identify continuous improvement opportunities for BMC Helix and ITSM maturity and
propose strategies for implementation across IT and/or the agency. Drive ITSM adoption through training,
workshops, and knowledge-sharing initiatives. 20%

Provide regular reporting and success stories with leadership and ensure service levels are adhered to for all BMC
Helix enhancements. Work collaboartively with the ITSM Tools & Technology Manager and support staff to
provide post-implementation support for new releases and serve as their main POC for any future needs in Helix.
20%

Knowledge, Skills, and Abilities:

• Hands-on experience with ITSM platforms like ServiceNow, BMC Helix, or Cherwell.
• Proven experience with process mapping, workflow automation, and IT governance.
• Excellent communication and stakeholder management skills and the ability to translate business needs into
  technical requirements.
• Excellent problem-solving and critical thinking skills and a strong attention to detail.
• Ability to work collaboratively with multiple teams and able to communicate effectively with all levels of the
  organization both in written and verbal form.
• Advanced skill establishing plans and setting objectives and goals that support an overall business strategy.
• Excellent time management skills in addition to managing multiple priorities, prioritizing tasks, meeting
  deadlines, and working independently with little to no daily supervision.
• Advanced skill in identifying business problems, evaluating alternatives, and implementing solutions to resolve
  in a collaborative and dynamic work environment.
• Contributes to teamwork and unit harmony.
• Creates a "Customer Service" environment by establishing and maintaining
  positive working relationships with all staff and stakeholders.

Registrations, Licensure Requirements or Certifications:

• ITIL Foundation 4 or 5 certification required; additional certifications such as COBIT, PMP, or ITSM tools developer/admin a
  plus.

Initial Screening Criteria:

• Bachelor's degree in Information Technology, Business Administration, or a related field and 5+ years of
  experience in IT Service Management, Business Relationship Management, or a related role. Work experience in
  the IT field may be substituted year for year for the education requirement.
• Advanced knowledge of ITIL best practices and service management frameworks and a proven track record of
  implementing ITSM improvements and driving business value.
• Hands-on experience with ITSM platforms like ServiceNow, BMC Helix, or Cherwell.
• Proven experience with process mapping, workflow automation, and IT governance.

Review our Tips for Success when applying for jobs at DFPS, DSHS and HHSC.

Active Duty, Military, Reservists, Guardsmen, and Veterans:

Military occupation(s) that relate to the initial selection criteria and registration or licensure requirements for this position may include, but not limited to those listed in this posting. All active-duty military, reservists, guardsmen, and veterans are encouraged to apply if qualified to fill this position. For more information please see the Texas State Auditor’s Job Descriptions, Military Crosswalk and Military Crosswalk Guide at Texas State Auditor's Office - Job Descriptions.

ADA Accommodations:

In compliance with the Americans with Disabilities Act (ADA), HHSC and DSHS agencies will provide reasonable accommodation during the hiring and selection process for qualified individuals with a disability. If you need assistance completing the on-line application, contact the HHS Employee Service Center at 1-888-894-4747. If you are contacted for an interview and need accommodation to participate in the interview process, please notify the person scheduling the interview.

Pre-Employment Checks and Work Eligibility:

Depending on the program area and position requirements, applicants selected for hire may be required to pass background and other due diligence checks.

HHSC uses E-Verify. You must bring your I-9 documentation with you on your first day of work. Download the I-9 Form

Telework Disclaimer:

This position may be eligible for telework.  Please note, all HHS positions are subject to state and agency telework policies in addition to the discretion of the direct supervisor and business needs.