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 month’s 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 you've read the description and feel this role is a great match, we'd 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 we'll be in touch promptly if your experience aligns with our needs.