Apoorv Shroff

Senior BMC Helix Professional with 11+ years designing and integrating enterprise service management solutions across ITSM, CMDB, Discovery, and AI-driven automation. Ready to set technical direction, establish standards, and guide teams toward scalable, future-ready platforms.

• Rated top performer for four consecutive years, the highest rating in the organization’s appraisal cycle

• Named “Star Performer” across multiple organizations for sustained delivery and impact

• Winner, VSM Expertise Award for Process Improvement, recognized for value stream mapping and process optimization

• Earned the AI Accelerator badge for driving multiple AI initiatives across ITSM operations

• Experience- 09 Years 10 Months
• Tech stack- BMC Helix ITSM,CMDB,DWP,Innovation Suite,Remedy

• ServiceNow ITSM

• ServiceNow CMDB

• Helix Service Monitoring

• ServiceNow HRSM

• Architecture & Governance: ITSM Architecture, Solution Design, CMDB Governance
• Integration & Engineering: Enterprise Integration (REST/SOAP), Workflow Automation, Service Catalog Design, Proof-of-Concept Development
• AI & Automation: AI & Agentic Automation, Intelligent Ticket Routing, Self-Service Enablement
• Leadership & Delivery: Team Leadership & Mentoring, Stakeholder Management, Requirements Analysis, Change Adoption

• BMC Platforms: Helix ITSM, Helix CMDB, Helix Discovery, Helix Innovation Suite, Helix Business Workflows, Helix GPT Agent Studio, BMC Remedy
• AI & Automation: Employee Navigator, Service Collaborator, Azure AI Foundry, Power Automate
• Integrations: Azure DevOps, ServiceNow, SharePoint, Active Directory, Monitoring Tools, Internal Tax Portal, HAM Portal
• Integration Methods: REST APIs, SOAP Web Services, Webhooks, Native Helix Capabilities

With 11+ years in ITSM and deep BMC Helix experience across ITSM, ITAM, Discovery, Innovation Suite, Business Workflows, and GPT Agent Studio, I have spent recent years shaping solution designs and connecting Helix to the wider enterprise landscape.

I led the end-to-end solution design and migration from legacy on-premises Remedy to Helix SaaS, redesigning processes and integrations around SaaS-native capabilities. I also raised CMDB integrity from 45% to 95%, reached 95% ownership mapping through a Service Catalog-led process, and lifted Discovery inventory accuracy to 90%.

I have integrated Helix with ServiceNow, Azure DevOps, Active Directory, SharePoint, and monitoring tools, and introduced AI-driven service management through Employee Navigator, Service Collaborator, and Azure AI Foundry automations. I also mentor engineers and lead design reviews and release strategy.