#NC26ICT186478 - SMC Subject Matter Expert (SME) and Senior BMC Helix ITSM / ITOM Devel - Closed
Deadline: March 8, 2026
Requester: NATO
Location: Braine L'Alleud, Belgium
Job type: Contractor
Start date: March, 2026
Security clearance: NATOP SECRET
SCOPE OF WORK / DUTIES / ROLES
Definition, Planning and Design:
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The Contractor shall support the Purchaser’s planning and design effort;
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The Contractor shall review and contribute to the High-Level Design (HLD) and Low-Level (LLD) Design document sets.
Implementation: installation/deployment and configuration:
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The Contractor shall install/deploy Pre-production Helix ITSM and ITOM in accordance with Purchaser approved requirements and design:
- Ensure pre-requisites are in place and suitable for use; identify and correct issues and gaps where found;
- Install and configure Deployment server and Deployment Manager;
- Deploy and configure Helix Platform Common Services (inc. SSO);
- Deploy and configure ITSM Suite (including Digital Workplace Advanced, Smart IT, Dashboards, etc.);
- Deploy and configure BHOM and AIOps;
- Deploy and configure BHCO;
- Deploy and configure HelixGPT;
- Document installation/deployment.
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The Contractor shall install/deploy Production Helix ITSM and ITOM in accordance with Purchaser approved requirements and design:
- Ensure pre-requisites are in place and suitable for use; identify and correct issues and gaps where found;
- Install and configure Deployment server and Deployment Manager;
- Deploy and configure Helix Platform Common Services (inc. SSO);
- Deploy and configure ITSM Suite (including Digital Workplace Advanced, Smart IT, Dashboards, etc.);
- Deploy and configure BHOM and AIOps;
- Deploy and configure BHCO;
- Deploy and configure HelixGPT;
- Document installation/deployment.
Implementation: Configuration and Customisation:
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The Contractor shall contribute to the configuration and customisation of the Preproduction and Production ITSM applications in accordance with the Purchaser approved requirements and design;
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The Contractor shall contribute to the configuration and customisation of the Preproduction and Production ITOM applications in accordance with the Purchaser approved requirements and design.
Implementation: interfaces:
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The Contractor shall carry out all relevant tasks for the implementation of the interfaces between the Enterprise SMC toolsets (subject to this contract) in accordance with project requirements and Purchaser-approved designs;
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The Contractor shall carry out all relevant tasks for the implementation of the interface between the Enterprise SACM toolset and IaaS Domain SMC toolsets in accordance with project requirements and Purchaser-approved designs;
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The Contractor shall carry out all relevant tasks for the implementation of the interface between the Enterprise SMC SACM toolset and Enterprise Asset Management (including Physical Asset Management Systems) in accordance with project requirements and Purchaser-approved designs;
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The Contractor shall carry out all relevant tasks for the implementation of the interface between the Enterprise SMC SACM toolset and Network Management CMS in accordance with project requirements and Purchaser-approved designs;
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The Contractor shall carry out all relevant tasks for the post-implementation support in accordance with project requirements and Purchaser-approved designs;
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The Contractor shall carry out all relevant tasks for the implementation, integration and post-implementation support of the interface between Enterprise SMC provisioning components and managed systems in IaaS, Client and Application provisioning, in accordance with project requirements and Purchaser-approved designs;
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The Contractor shall carry out all relevant tasks for the integration of installed systems to Enterprise SMC System in accordance with the project requirements and Purchaser-approved designs;
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The Contractor shall carry out all relevant tasks for the implementation, integration and post-implementation support of the interface between Incident Management toolset and [Domain/Element] Service Management systems in accordance with the project requirements and Purchaser-approved designs;
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The Contractor shall carry out all interfacing activities, relevant to the toolsets being integrated to Federated Mission Network under this contract, for the configuration, customisation and any required interfaces.
Handover:
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The Contractor shall handover to Purchaser team all developed designs, installation, configuration files and their related documentation of the completed Tasks related to the implementation of Enterprise SMC toolsets;
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The Contractor shall handover to Purchaser team all documentation, developed designs, installation, configuration files and their related documentation of the completed Tasks related to the integration of Federated Mission Network;
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The above tasks shall lead to a successful hand-over from the Project Team to the Operations Team.
REQUIRED SKILLS, KNOWLEDGE AND EXPERIENCE
- Extensive experience installing BMC Helix ITSM and BMC Helix ITOM in both single and multi-tenancy, and in a highly available and resilient designs;
- Extensive experience configuring and customising the Helix ITSM suite to align to an organisation’s business processes based on the below ITIL processes (at a minimum):
- Incident Management;
- Problem Management;
- Request Fulfilment;
- Change Management;
- Release & Deployment Management;
- Service Asset and Configuration Management;
- Extensive experience configuring and customising the Helix ITOM tools to align to an organisation’s business processes;
- Extensive experience of container-based end-to-end implementations;
- Strong experience gathering, preparing, and loading foundation data into Helix ITSM;
- Experience configuring Approval Centre and approval chains;
- Extensive Knowledge and experience installing and configuring Atrium CMDB;
- Knowledge and experience integrating various data sources (such as MS SCCM) with Atrium CMDB;
- Experience in deploying and configuring/customising Smart IT;
- Experience in deploying and configuring/customising Digital Workplace Advanced;
- Experience in deploying BMC Smart Reporting and on-boarding users into the application;
- Experience building custom reports in Remedy Smart Reporting;
- Knowledge and experience configuring CMDB reconciliation and normalisation jobs, and optimising performance of such jobs;
- Experience building Remedy ITSM on Microsoft technologies (Windows server 2016 and MS SQL Server 2016 and above versions);
- Understanding of infrastructure solutions hosting Service Management tools and technology, including understanding of market leading database solutions (including but not limited to MS SQL and Oracle), hypervisor solutions, storage solutions and load balancing solutions;
- A minimum of 3 years recent experience in BMC Helix ITSM Suite and BMC Helix ITOM development. BMC Certified Professional qualification is highly beneficial but not required;
- Experience in BMC Discovery (version 11.x and higher) beneficial; § ITIL 2011 Foundation certificate beneficial but not required.
This position is now closed.
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