BMC Helix ITSM/SRM Engineering Services

Overview

We are seeking an experienced BMC Helix ITSM / SRM Engineer to support service management systems within a NATO environment. You will be part of a specialized Service Management and Control (SMC) team, responsible for designing, developing, and maintaining IT Service Management solutions based on the BMC Helix platform.

This is a high-impact role focused on service catalogue development, process design, and ITSM reporting within a structured, KPI-driven delivery model.

Key Responsibilities

Service Design & Development

• Design, develop, and maintain Service Request Definitions (SRDs) within BMC Helix ITSM/SRM
• Create BPMN process models and supporting documentation
• Configure workflows, approvals, and service catalogue components
• Deploy solutions across test and production environments

ITSM Reporting

• Develop and maintain reports and dashboards (BMC Smart Reporting / Helix Dashboards)
• Ensure data accuracy, performance, and usability

Testing & Quality Assurance

• Conduct and support Unit Testing and User Acceptance Testing (UAT)
• Resolve defects and ensure high-quality deliverables
• Meet strict acceptance criteria and KPIs

Stakeholder Collaboration

• Participate in workshops, planning sessions, and daily stand-ups
• Engage with stakeholders to gather requirements and validate solutions

Documentation & Knowledge Management

• Produce and maintain:
  • Process documentation
  • Technical specifications
  • Knowledge articles
• Ensure all configurations and code are properly documented

Reporting & Delivery

• Deliver monthly outputs aligned with performance targets
• Provide progress reports, including delivered work, blockers, and planning

Performance Model

• Delivery target: ~18 performance points per month
• Equivalent to ~2–6 SRDs/processes monthly (depending on complexity)
• Work is measured through:
  • Accepted deliverables
  • Quality KPIs
  • Stakeholder satisfaction

Required Qualifications

Education & Experience

• University degree with 3 years relevant experience, OR
• Vocational qualification with 4 years relevant experience

Technical Expertise (Essential)

• Minimum 3 years hands-on experience with:
  • BMC Helix ITSM Suite (v20.02 )
  • BMC Service Request Management (SRM)
  • BMC Smart Reporting
• Strong experience in:
  • BMC Remedy ITSM administration & development
  • IT Service Management processes

Preferred Skills

• BMC certifications (ITSM / SRM / Smart Reporting)
• Experience with:
  • Remedy customization and configuration
  • ITSM architecture (HA, scalability, failover)
• Strong troubleshooting and problem-solving skills

Working Conditions

• 100% on-site at NATO HQ, Brussels
• Limited telework possible (max. 1 day/week, subject to approval)
• Standard office hours (NATO calendar)
• No travel required

Security Requirements

• Must hold an active NATO Secret clearance (mandatory at start)

What Makes This Role Unique

• Work in a high-security, international NATO environment
• Contribute to enterprise ITSM systems supporting critical operations
• Structured, performance-based delivery model with clear KPIs
• Opportunity for long-term extension (up to 2028)