Requirement: Provision of BMC Helix ITSM/SRM Engineering Services
Location: Brussels, BELGIUM
Full Time On-Site: Yes
Not to Exceed: 2026 BASE: NTE 108,990 EUR
2027 Option 1, 2028 Option 2
Period of Performance: 2026 BASE: 01 June 2026
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
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 NCIA 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.
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 BMC SRM Engineering Service Contractor is responsible for the maintenance, operating and upgrading the Service Request Management (SRM) system and datasets based on BMC Helix ITSM (a.k.a. BMC Remedy) and BMC Helix Service Request Management.
The ITSM systems are deployed on two networks over various classifications containing BMC ARS, BMC Mid-Tiers, BMC RSSO, BMC ITSM, BMC SRM, BMC SLM, BMC CMDB, BMC Discovery ver. 20.02 or later. The BMC SRM Engineering Service Contractor is responsible in creating and updating Processes and Service Requests and Reports.
Objectives:
NCIA NHQ SMC requires specialist support to design, develop, test and deliver Service Request Definitions (SRDs), BPMN process designs, and reporting for BMC Helix ITSM / SRM (ver. 20.02+). The contracting is based into a performance and delivery-based model with monthly measurable deliverables, acceptance criteria, KPIs and payment triggers. The main objectives of this statement of work can be summarized as follows:
- 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.
- Deliver Processes definitions, process design (BPMN), SRD specifications, SRD development, testing/UAT, and required reports.
- Target up to 18 points per month (complexity-weighted) equivalent to approximately 2 - 6 Processes and SRDs monthly.
- Provide monthly evidence enabling the SMC Manager to validate and accept deliverables.
- ITSM Documentation: Documenting the developed and updated ITSM code, Service Request Definitions and Reports, and creating the Knowledge Articles.
Monthly deliverables (per SRD)
- Meetings with the processes' stakeholders.
- BPMN process diagram and process documentation uploaded to the portal.
- SRD design (fields, workflows, approvals, AOT/PDT definitions).
- Developed SRD deployed to test and production after acceptance.
- UAT report (testers, defects, remediation).
- Smart Report/dashboard item if required.
- Monthly summary report (points delivered, links to artifacts, blockers, next month plan).
The Contractor shall perform ongoing supporting activities, including but not limited to:
- Facilitating and attending design workshops, UAT sessions, planning and weekly standups.
- Maintaining code/configuration documentation.
- Providing knowledge transfer and documentation updates.
- Meetings, workshops, documentation, and knowledge transfer are supporting activities (not billable units) and shall be included within the fixed price of the Deliverables.
- These activities are required to produce the outcome-based deliverables and do not trigger payment.
Per SRD acceptance criteria
- Functional completeness: SRD implements all fields, workflows and integrations as specified.
- Process quality: Process documented in the NCIA Portal based on existing template.
- BPMN quality: BPMN diagram documented based on existing template and best practice standards.
- Defect rate: ≤ 2 critical defects in UAT; defects resolved before production.
- UAT sign-off: SMC Manager acceptance and approval.
The following KPIs shall be used to monitor delivery progress and quality on a monthly basis:
- Delivery progress: Monthly delivery aligned with the agreed planning baseline, contributing toward the annual performance target.
- On-time delivery: ≥ 90% of accepted deliverables delivered within the agreed monthly planning window.
- UAT defect density: ≤ 2 critical defects per SRD.
- Stakeholder satisfaction: average ≥ 4/5.
Target: ≥90% of SRDs accepted at first submission
Acceptance Criteria: SRD fully functional in BMC environment (no blocking defects); Request workflows correctly configured (approvals, tasks, SLAs); Request fields, validations, and dependencies implemented as per specification; Naming conventions and categorization aligned with standards
KPI 1.2 - SRD Quality Compliance
Target: 90% compliance
Acceptance Criteria: Conforms to BMC best practices (version-specific); No critical or high defects in UAT; Reusable components applied where applicable; Performance does not degrade catalogue usability
KPI 1.3 - SRD Deployment Success Rate
Target: ≥90% successful deployments
Acceptance Criteria: Successfully migrated to production without rollback; No Sev1/Sev2 incidents within 5 business days post-release
KPI 2.1 - Report Acceptance Rate
Target: ≥90% accepted at first submission
Acceptance Criteria: Data validated against source systems (≤2% variance); Filters, prompts, and drill-downs working correctly; Layout and visualization meet stakeholder requirements; Performance within agreed thresholds
KPI 2.2 - Reporting Quality Score
Target: ≥90% compliance
Acceptance Criteria: No broken queries or data inconsistencies; Follows naming conventions and governance standards; Security roles and permissions correctly applied
KPI 2.3 - UAT Completion Efficiency
Target: ≥90% passed within 2 cycles
Acceptance Criteria: All test cases executed and signed off; Defects resolved and retested successfully
KPI 3.1 - End-to-End Delivery Acceptance
Target: ≥90% accepted without major rework
Acceptance Criteria: BPMN diagrams compliant with BPMN 2.0 standards; Process flows validated and approved by stakeholders; SRDs aligned with process design; Test scripts executed with ≥90% pass rate
KPI 3.2 - UAT Acceptance Rate
Target: ≥90%
Acceptance Criteria: The critical test scenarios passed; No high/critical defects open at sign-off; Business approval documented
KPI 3.3 - Process Effectiveness
Target: ≥85% stakeholder satisfaction
Acceptance Criteria: Process meets defined business outcomes; No major usability issues reported within 2 weeks
Monthly KPIs are intended to support delivery planning, transparency, and continuous improvement.
Performance assessment and payment eligibility are based on accepted deliverables and cumulative performance, as defined in the Payment Model
Roles and Responsiblities:
Contractor
Deliver artifacts, attend meetings, fix defects within agreed windows, maintain CM repository, provide documentation.
SMC Manager (NCIA)
Validate and accept deliverables, provide feedback within 7 calendar days, sign DAS to trigger payment.
Engineering Team Leads (NCIA)
Participate in workshops and UAT.
Coherence Branch Head (NCIA)
Informed for the deliverables.
Coordinating and Reporting:
- The Contractor shall deliver services 100% on site at NCIA, Brussels Belgium.
- At the NCIA 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 at the start date of the contract.
- The contractor shall report to the Head of NHQ Service Management and Control Section.
- 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 point to be considered as complete and payable, the contractor must report the outcome of his/her service during the month, first verbally during the retrospective meeting and then in written within three (3) days after the month's end date. The format of this report shall be a short email to the NCIA Point of Contact mentioning the service held and the development achievements during the month.
- 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 may also be arranged with the line manager's coordination and approval, but not to exceed 1 day per week teleworking from Belgium, providing services during NATO HQ working hours.
- The work shall 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 requires 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) at Administrator and Engineer Level.
- 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;
- Excellent troubleshooting skills.
