BMC Helix ITSM Engineer

BMC Helix ITSM Engineer

Spektrum supports apex purchasers (NATO, UN, EU, and National Government and Defence) and their Tier 1 supplier ecosystem with a wide range of specialist services. We provide our clients with professional services, specialised aerospace and defence sales, delivery, and operational subject matter expertise. We are looking for personnel to join our team and support key client projects.

The NATO Communication and Information Agency (NCIA) is responsible for providing secure and effective communications and information technology (IT) services to NATO's member countries and its partners. The agency was established in 2012 and is headquartered in Brussels, Belgium.

The NCIA provides a wide range of services, including:

• Cyber Security: The NCIA provides advanced cybersecurity solutions to protect NATO's communication networks and information systems against cyber threats.
• Command and Control Systems: The NCIA develops and maintains the systems used by NATO's military commanders to plan and execute operations.
• Satellite Communications: The NCIA provides satellite communications services to enable secure and reliable communications between NATO forces.
• Electronic Warfare: The NCIA provides electronic warfare services to support NATO's mission to detect, deny, and defeat threats to its communication networks.
• Information Management: The NCIA manages NATO's information technology infrastructure, including its databases, applications, and servers.

Overall, the NCIA plays a critical role in ensuring the security and effectiveness of NATO's communication and information technology capabilities.

The program Assistance and Advisory Service (AAS) The NATO Communications and Information Agency (NCI Agency) is NATO's principal C3 capability deliverer and CIS service provider. It provides, maintains and defends the NATO enterprise-wide information technology infrastructure to enable Allies to consult together under Article IV, and, when required, stand together in the face of attack under Article V.

To provide these critical services, in the modern evolving dynamic environment the NCI Agency needs to build and maintain high performance-engaged workforce. The NCI Agency workforce strategically consists of three major categorise's: NATO International Civilians (NIC)'s, Military (Mil), and Interim Workforce Consultants (IWC)'s. The IWCs are a critical part of the overall NCI Agency workforce and make up approximately 15 percent of the total workforce.

Role ID – 2025-0310 Role Background Within the Agency CIS Support Unit (CSU) Brussels provides consistent, reliable and cost-effective ICT service delivery to all NATO customers located in the NATO compound in Brussels, including understanding and managing the interface with the Secretary General and Deputy Director General International Military Staff (DG IMS), through his/her delegated representatives ICTM/EXCO IMS, who act in the role of Intelligent Customer.

Role Duties and Responsibilities

• Maintain, patch and continuously improve the existing BMC Helix ITSM systems;
• Deliver and implement the necessary BMC Helix ITSM customisations, BMC SRM SRDs and DWPC,
• Deliver the necessary BMC Smart Reports and BMC Helix Dashboards
• Configuration updates and code development:
  • BMC Remedy ITSM code development;
  • BMC Service Request Management / DWPC service requests configuration and development;
  • Prepare documentation including design documents, SOPs, etc;
• Continuous Improvement:
  • Implementation of the agreed design updates;
  • Ensure ITSM systems are healthy and patched up-to-date.
• Collaboration with IT Teams:
  • Updating the configuration depending on the operational needs;
  • Making reports, dashboards and other representations of data;
  • Investigate and resolve issues in a systematic approach;

Essential Skills, Experience and Certifications

• Essential qualifications:
  • 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).
  • BMC Remedy ITSM Suite administration and development (version 20.02 and higher)
• Desirable qualifications:
  • 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;
  • System Management and Administration knowledge of Windows and Linux Operating Systems.
  • Excellent troubleshooting skills.

Working Location Brussels, Belgium

Working Policy Onsite

Travel Some travel to other NATO sites may be required

Security Clearance Valid National or NATO Secret personal security clearance