#NC25ICT186568 - IT SERVICE MANAGEMENT SUPPORT SERVICES - Closed
Deadline: March 17, 2026
Requester: NATO
Location: Mons, Belgium
Job type: Contractor
Start date: April, 2026
Security clearance: NATO SECRET
SCOPE OF WORK / DUTIES / ROLES
- Operate, support, and maintain integration platform technologies such as MuleSoft and Apache ActiveMQ, in coordination with SMC-ETT Section Technical leadership;
- Analysis, development and implementation of Service Management workflows based on BMC ITSM, Discovery and Atrium CMDB and agreed with SMWG;
- Analysis of user requirements, providing recommendations for procedural or system solutions, creating product and design specifications, and preparing technical documentation;
- Analysis, development and implementation of automated incident management, request fulfilment and change management workflow software;
- Analysis, development and implementation of reporting infrastructure and data models based on Oracle database and MS SQL Server database;
- Create automated data collections and reports for ad-hoc requirements, in close coordination with customers; Prepare test data, design and execute tests as outlined by the list of deliverables and the user acceptance tests;
- Analyse requirements to design and develop interfaces/integrations (user interfaces and application interfaces) to the BMC ITSM application and CMDB;
- Analyse, design, and develop request options (includes Service Request Definitions and DWP Catalogue/Service
Broker) to support the VeVA MN Services process and procedures and best leverage the self-service functionality; - Design and implement automation projects using the tools available and within the given timelines;
- Contributing efforts on risk analysis and provide assessment during each deliverable analysis;
- Continuous optimization of the tools, equipment and internal processes/procedures in accordance with the emerging situations. Proactively engaging in the continual improvement of support of the assigned system(s);
- Configure and/or customise the BMC ITSM Suite in accordance with the agreed requirements, ensuring no
impact on current features and capabilities; - Documenting the procedures for maintaining the foundation, process setup and transactional data of the BMC
ITSM system including the network infrastructure and CMDB data; - Provide training either face-to-face or remotely to the exercises training audience or to VeVA MN operational users, upon request, on agreed schedules, and at the appropriate users levels;
- Remote or in site participation to exercise planning meetings providing assessments and recommendations to
exercise CIS planners respect the toolset; - Direct local support to exercise EXCON/DNOC during execution of exercises;
- Perform full coordination and resolution of issues with exercises stakeholders at the exercise deployable site;
- Full engagement with ETT responsible staff to ensure that ITSM processes and procedures are followed and used;
- Participate in the exercise daily coordination meetings and others as required, to address any ITSM toolset
related operational request; - During the HO-TO process between ARF25 and ARF26 the ITSM Suppport Groups assigned to ARF25 that will be no longer required by ARF26 have to be removed from both the VeVA MN and NS ITSM instances during the ARF25 disconnection phase;
- Deliver a detailed list of the ITSM Support Groups from both VeVA and NS ITSM instances to be removed after the Hand-Over and Take-Over (HO-TO) between Allied Reaction Force 2025 (ARF25) and ARF26.
REQUIRED SKILLS, KNOWLEDGE AND EXPERIENCE
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A minimum requirement of a Bachelor’s degree at a nationally recognised/certified University in a related discipline and 2 years post-related experience. Or exceptionally, the lack of a university degree may be compensated by the demonstration of a candidate’s particular abilities or experience that is/are of interest to NIC Agency, that is, at least 6 years extensive and progressive expertise in duties related to the function of the post, including at least 2 years practical experience with network administration;
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Experience in IT Service Management based on BMC ITSM Suite and Atrium CMDB;
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At least 2 years of experience in planning, implementing, and supporting integration platform technologies. Experience with MuleSoft and Apache ActiveMQ is desired;
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At least 2 years of experience implementing service oriented architectures;
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Experience building Remedy ITSM on Microsoft technologies (Windows server 2016 and MS SQL Server 2016 and above versions) and Linux;
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System Management knowledge of Windows Operating Systems and Red Hat Linux;
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Working experience integrating various data sources (e.g. MECM) with BMC Atrium CMDB;
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Working experience with infrastructure solutions hosting Service Management tools and technology, market leading database solutions (including but not limited to MS SQL and Oracle), hypervisor solutions, storage solutions and load balancing solutions will be a plus;
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Proven ability to effectively communicate orally and in writing, with good briefing, presentation and summarisation skills.
Desirable:
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Experience in BMC Discovery (version 11.x and higher) beneficial;
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Experience integrating BMC TrueSight Operations Management (version 10.x and higher) beneficial;
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Knowledge of IT Service Management through completion of formal certification in ITILv3 or v4 at the Foundation level or higher is desirable;
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BMC Certified Professional qualification is highly beneficial but not required;
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Prior experience of working in an international environment comprising both military and civilian elements beneficial;
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Knowledge of NATO responsibilities and organization, including ACO and ACT beneficial;
- A thorough knowledge of English, both written and spoken, is essential.
This position is now closed.
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