BMC Helix ITSMSRM Engineering Specialist for NATO with security clearance

Would you like to join the leading international intergovernmental organization

NCIA NHQ SMC is seeking a specialized BMC Helix ITSM/SRM Engineering Contractor to design develop test and deliver Service Request Definitions (SRDs) BPMN process designs and ITSM reports. The role is embedded within the Service Management and Control (SMC) Team supporting NATO customers in Brussels.

Responsibilities:

Service Catalogue Development

• Design develop test update and support BMC Service Request Definitions (SRDs) based on BMC Helix ITSM/SRM v20.02 (future: BMC Digital Workplace Catalogue v25.x).

• Translate business requirements into functional SRDs (fields workflows approvals AOT/PDT definitions).

ITSM Reporting

• Design develop test and support BMC Smart Reporting (v20.02) and future BMC Helix Dashboards (v25.x).

• Deliver reports with accurate data sources joins calculated fields and visualizations.

Process & Documentation

• Create BPMN 2.0-compliant process diagrams and process documentation (NCIA Portal).

• Document SRD specifications code/config and knowledge articles.

UAT & Deployment

• Conduct Unit Testing and support User Acceptance Testing (UAT).

• Deploy SRDs/reports to test and production environments.

• Ensure 2 critical defects per SRD before production.

Collaboration & Reporting

• Participate in daily stand-ups design workshops planning and retrospective meetings (up to 18 hours/month of meetings).

• Produce a monthly summary report (points delivered blockers next months plan).

Essential Qualifications & Experience:

• University Degree and 3 years function related experience or Higher Secondary Education and completed advanced vocational training leading to a professional qualification or professional accreditation with 4 years post related experience;

• At least 3 years of hands-on experience with IT Service Management based on BMC Helix ITSM Suite (ver. 20.02 or later) BMC Service Request Management (ver. 20.02 or later) and BMC Smart Reporting (ver. 20.02 or later) at Administrator and Engineer Level.

• BMC Remedy ITSM Suite administration and development (version 20.02 and higher)

Desirable:

• BMC Certification in IT Service Management based on BMC ITSM Suite BMC Service Request Management and BMC Smart Reporting.

• Experience configuring and customizing the Remedy ITSM suite. Solid understanding of BMC Remedy ITSM architecture including load balancing high availability scalability and fail-over solutions;

• Excellent troubleshooting skills.

If youve read the description and feel this role is a great match wed love to hear from you! Click Apply for this job to be directed to a brief questionnaire. It should only take a few moments to complete and well be in touch promptly if your experience aligns with our needs.