Deadline Date:
Wednesday 15 October 2025
Requirement:
BMC Helix ITSM Engineer
Location:
Brussels, BELGIUM
Full Time On-Site:
Yes
Time On-Site:
100%
Not to Exceed:
2025 BASE: NTE/ week 3,060 EUR (7 weeks, total NTE 21,420 EUR)
2026, 2027 and 2028 Options
Period of Performance:
2025 BASE: 10 November 2025
Required Security Clearance:
NATO SECRET
Please do NOT
apply for any NATO contract positions unless you meet ALL the following criteria:
- Current National or NATO SECRET clearance
- Nationality of one of the NATO member countries
- Current work visa for the specific location if applying for an in-country position
Any applications that do NOT meet all the above - and do not CLEARLY show these on the CV - will be deleted.
Introduction:
NCIA - CSU BRU:
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.
Coherence Branch:
The Coherence (COH) Branch supports the Agency's Demand Management (DM) organization, and is responsible for liaison with all customers in the CSU's AoR and supports the Commander CSU in the role as NCI Agency representative and provides a single entry point for customers. The Coherence Branch contributes and/or conducts monitoring and measurement of customer satisfaction. COH supports the management of all agreements concerning Service Provision, Operations and Exercises within the CSU AoR. The Coherence Branch supports Service Lines in the implementation and improvement of service management processes.
Coherence Branch - Service Management and Control (SMC) Team:
Within the Coherence Branch, the Service Management and Control (SMC) Team is responsible for the ITSM and System Monitoring Toolsets.
Under the direction of the Head of the Branch and the SMC Toolsets Manager, the ITSM Engineer is responsible for the maintenance, operating and upgrading the ITSM systems based on BMC Helix ITSM (a.k.a. BMC Remedy). The ITSM systems are deployed on two networks over various classifications containing BMC ARS, BMC Mid-Tiers, BMC RSSO, BMC CMDB, BMC ITSM, BMC SRM, BMC SLM, BMC CMDB, BMC Discovery ver. 20.02 or later. The BMC ITSM Engineer is responsible in patching the systems, design and develop BMC Service Request, maintain the existing integrations, develop Remedy customisations and maintain the system health.
Objectives:
The main objectives of this statement of work can be summarized as follows:
The following deliverables are expected from this statement of work:
Configuration updates and code development:
Security:
The consultancy support for this service requires following qualifications:
Essential qualifications:
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.
Coherence Branch:
The Coherence (COH) Branch supports the Agency's Demand Management (DM) organization, and is responsible for liaison with all customers in the CSU's AoR and supports the Commander CSU in the role as NCI Agency representative and provides a single entry point for customers. The Coherence Branch contributes and/or conducts monitoring and measurement of customer satisfaction. COH supports the management of all agreements concerning Service Provision, Operations and Exercises within the CSU AoR. The Coherence Branch supports Service Lines in the implementation and improvement of service management processes.
Coherence Branch - Service Management and Control (SMC) Team:
Within the Coherence Branch, the Service Management and Control (SMC) Team is responsible for the ITSM and System Monitoring Toolsets.
Under the direction of the Head of the Branch and the SMC Toolsets Manager, the ITSM Engineer is responsible for the maintenance, operating and upgrading the ITSM systems based on BMC Helix ITSM (a.k.a. BMC Remedy). The ITSM systems are deployed on two networks over various classifications containing BMC ARS, BMC Mid-Tiers, BMC RSSO, BMC CMDB, BMC ITSM, BMC SRM, BMC SLM, BMC CMDB, BMC Discovery ver. 20.02 or later. The BMC ITSM Engineer is responsible in patching the systems, design and develop BMC Service Request, maintain the existing integrations, develop Remedy customisations and maintain the system health.
Objectives:
The main objectives of this statement of work can be summarized as follows:
- Maintaining the existing BMC ITSM systems and their patching
- ITSM Development: Design, develop, test, update and support the BMC ITSM code and integrations based on the current BMC ITSM ver.20.02 and future BMC ITSM versions (e.g. BMC Helix ITSM ver. 25.x) following the best practice standards.
- Service Catalogue Development: Design, develop, test, update and support the BMC Service Request Definitions based on the current BMC Service Request Management ver.20.02 and future BMC ITSM versions (e.g. BMC Digital Workplace Catalogue ver. 25.x) following the best practice standards.
- ITSM Reporting: Design, develop, test, update and support the BMC ITSM Reports based on the current BMC Smart Reporting version 20.02 and future BMC ITSM Reporting toolsets (e.g. BMC Helix Dashboards v25.x) following the best practice standards.
- ITSM Training & Support: Providing ongoing training and support to staff and end-users to ensure that they understand and can effectively use ITSM processes and tools.
- ITSM Documentation: Documenting the developed and updated ITSM code, Service Request Definitions and Reports, and creating the Knowledge Articles.
The following deliverables are expected from this statement of work:
- 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;
- Implementation of the agreed design updates;
- Ensure ITSM systems are healthy and patched up-to-date.
- Updating the configuration depending on the operational needs;
- Making reports, dashboards and other representations of data;
- Investigate and resolve issues in a systematic approach;
- The Contractor shall deliver services 100% on site at NCI Agency, Brussels Belgium.
- At the NCI Agency or other NATO sites, the highest level of classification that contractor may need to access is NATO SECRET (NS). As a result of this contractor must hold a valid NATO SECRET Security Clearance.
- The contractor shall report to the Head of Coherence Branch.
- The contractor shall participate in weekly status update meetings, activity planning and other meetings as instructed, physically in the office, or in person via electronic means using Conference Call capabilities, according to the Team Leaders instructions.
- For each sprint to be considered as complete and payable, the contractor must report the outcome of his/her service during the sprint, first verbally during the retrospective meeting and then in written within three (3) days after the sprint's end date. The format of this report shall be a short email to the NCIA Point of Contact mentioning briefly the service held and the development achievements during the sprint.
- This is a deliverables-based contract.
- The contractor will be required to provide the service 100% on-site at NCIA, NATO Headquarters - Brussels - Belgium. Exceptional off-site activities to support service delivery can also be arranged with the line manager's coordination and approval.
- The contractor will provide the service on-site and there is a possibility to work 1 day per week teleworking from Belgium, providing services during NATO HQ working hours.
- The work will be conducted during normal office hours following the NCIA Brussels calendar.
- NCIA will provide access to relevant networks and resources as required by the project.
- The work depicted in this SOW is expected to be carried by a single contractor.
- Contractor will be part of the NCIA NHQ SMC team.
Security:
- The performance of these services require a valid NATO SECRET security clearance.
The consultancy support for this service requires following qualifications:
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)
- 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.