2025-0310 BMC Helix ITSM Engineer (NS) - WED 15 Oct

EMW, Inc..com

Office

Brussels, Brussels, Belgium

Full Time

Deadline Date: Wednesday 15 October 2025

Requirement: BMC Helix ITSM Engineer

Location: Brussels, BE

Full Time On-Site: Yes

Time On-Site: 100%

Period of Performance: 2025 BASE: As soon as possible but not later than of 10th November 2025 – 31st December 2025 with possibility to exercise the following options:

2026 Option: 1st January 2026 until 31st December 2026
2027 Option: 1st January 2027 until 31st December 2027
2028 Option: 1st January 2028 until 31st December 2028
Required Security Clearance: NATO SECRET

1 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.

2 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.

3 Scope Of Work

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

Under the direction / guidance of the Head of Coherence Branch and Head of Service Management and Control Contractor will be supporting the following activities:

a) 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;

B) Continuous Improvement:

Implementation of the agreed design updates;
Ensure ITSM systems are healthy and patched up-to-date.

C) Collaboration With It Teams:

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 work shall be carried out in sprints whereby each sprint is independent. The content and scope of each sprint will be agreed with the SMC manager and technical staff during the sprint-planning meeting, in writing.

The measurement of execution for this service is sprints, with each sprint planned for a duration of 1 week.

It is expected that ONE CONTRACTOR is providing the above services.

The contractor will provide the service on-site with a possibility of 1 day teleworking per week from Belgium. The contractor will provide services during NATO HQ working hours.

Due to the AGILE approach of this project, there is a need to define a set of specific arrangements between the NCI Agency and the contractor that specifically defines the deliverables to be provided for each sprint as well as their associated acceptance criteria. This includes sprint planning, execution and review processes, which are detailed below:

1. Sprint Planning:

Objective: Plan the objectives for the upcoming sprint.

Kick-off meeting: Conduct a monthly meeting with the contractor to plan the objectives of upcoming sprints and review contractor`s manpower to meet the agreed deliverables.

Set sprint goals: Define clear, achievable goals for the sprint and associated acceptance criteria, including specific delivery targets, Quality standards as well as Key Performance Indicators (KPIs) for each task to be recorded in the sprint meeting minutes.

Agree on the required level of effort for the various sprint tasks.

Backlog Review: Review and prioritise the backlog of tasks, issues, and improvements from previous sprints.

Assess each payment milestone cycle duration of 1 calendar month. State of completion and validation of each sprint status and sign off sprints to be submitted for payment as covered in Section 4.

2. Sprint Execution

Objective: Contractor to execute the agreed “sprint plans” with continuous monitoring and adjustments.

Regular meetings between NCI Agency and the contractor to review sprint progress, address issues and make necessary adjustments to the processes or production methodology. The Meetings will be physically in the office, or in person via electronic means using Conference Call capabilities, according to the NCI Agency project manager’s instructions.

Continuous improvement: Contractor to establish a continuous feedback loop to gather input from all stakeholders for ongoing improvements and their subsequent implementation depending on NCIA approval.

Progress Tracking: Contractor to use a shared dashboard or tool to track the status of the sprint deliveries and any issues.

Quality Assurance/Quality Check: Contractor shall ensure that the quality standards agreed for the sprint deliverables are maintained throughout the sprint.

Quality Control: NCIA to perform the Final Quality Control of the agreed deliverables and provide feedback on any issues.

3. Sprint Review

Objective: Review the sprint performance and identify areas for improvement.

At the end of each sprint, there will be a meeting between the NCI Agency and the Contractor to review the outcomes against the acceptance criteria comprising sprint goals, agreed quality criteria and Key Performance Indicators (KPIs).

Define specific actions to address issues and enhance the next sprint.

4. Sprint Payment

For each sprint to be considered as complete and payable, the contractor must report the outcome of their work during the sprint, first verbally during the retrospective sprint review meeting and then in writing within three days after the sprint’s end date. A report must be sent by email to the NCI Agency project manager, listing all the work achieved against the agreed tasking list set for the sprint.

The contractor's payment for each sprint will be depending upon the achievement of agreed Acceptance Criteria for each task, defined at the sprint planning stage. This will include specific delivery targets, quality standards as well as Key Performance Indicators (KPIs) for each task.

The payment shall be dependent upon successful acceptance as set in the above planning/review meetings. This will follow the payment milestones that shall include a completed Delivery Acceptance Sheet (DAS).

Invoices shall be accompanied with a Delivery Acceptance Sheet (DAS) – signed by the Contractor and project authority.

If the contractor fails to meet the agreed Acceptance criteria for any task, the NCI Agency reserves the right to withhold payment for that task/sprint.

4 Deliverables And Payment Milestones

The following deliverables are expected from this statement of work:

Complete the activities/tasks agreed in each spring meeting as per sections 2 and 3 above;
Produce sprint completion reports (format: e-mail update), which include details of activities performed and the list of the deliverables of the week;
The Contractor will participate in the daily reporting and planning activities (daily stand-ups) as well as the required participation in workshops, events and conferences related to the supported services, as requested by the SMC Manager.

Payment Schedule will be according to payment milestones upon completion of 4 consecutive sprints.

Upon completion and validation of each sprint and at the end of the monthly milestone, following the acceptance of the sprint report.

The NCIA team reserves the possibility to exercise a number of options, based on the same scrum deliverable timeframe, at a later time, depending on the project priorities and requirements.

The payment shall be dependent upon successful acceptance of the sprint report and the Delivery Acceptance Sheet (DAS) – (Annex A)

Invoices shall be accompanied with a Delivery Acceptance Sheet (Annex A) signed by the Contractor and the NCIA POC.

The following deliverables are expected from the service on this statement of work:

2025 BASE: 10 November 2025 to 31 December 2025:

Deliverable: 7 sprints of Provision of BMC Helix ITSM Engineer (Number of sprints is estimated and will be adjusted based on actual starting date.)

Payment Milestones: Monthly payment for the completed and accepted sprints within the month. Completion of each sprint shall be accompanied documented in Delivery Acceptance Sheet (DAS) – (Annex B), signed for acceptance by the Purchaser’s authorized point of contact and the Contractor

Subject on actual requirements, contractor performance and available funding, the Purchaser reserves the right to exercise optional sprints for 2025, at a later time, within the same scope and cost.

The payment shall be dependent upon successful acceptance of the Delivery Acceptance Sheet (DAS) – (Annex B) including the EBA Receipt number.

Invoices shall be accompanied with a DAS, signed by the Contractor and Purchaser’s authority
2026, 2027, 2028 OPTIONS: 01 JANUARY TO 31 DECEMBER 2026/2027/2028
Deliverable: 46 sprints of Provision of BMC Helix ITSM Engineer

Cost Ceiling: Price will be determined by applying the price adjustment formula as outlined in CO‐115786‐ AAS+ Special Provisions article 6.5.

5 Coordination And Reporting

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.

6 Schedule

This task order will be active immediately after signing of the contract by both parties.

It is expected the service starts as soon as possible but no later than 10th November 2025 and ending no later than 31st December 2025.

If the 2026 option is exercised, the period of performance is 01st January 2026 to 31st December 2026.

If the 2027 option 1 is exercised, the period of performance is 01st January 2027 to 31st December 2027.

7 Constraints

All the deliverables provided under this statement of work will be based on NCIA templates or agreed with the project point of contact.

All support, maintenance, documentation and required code will be stored under configuration management and/or in the provided NCI Agency tools.

All developed solutions, tools and code under this project will be property of the NCI Agency.

8 Security

The performance of these services require a valid NATO SECRET security clearance.

The expected classification level of the deliverables is up to NATO SECRET.

The execution of the services may require the consultants to access information, as well as CIS systems, classified up to NATO SECRET.

9 Practical Arrangements

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.

10 Travel

There may be requirements to travel to other sites within NATO for completing these tasks.

Travel costs are out of scope and will be borne by the NCI Agency separately in accordance to the provisions of the AAS+ Framework Contract.

11 Qualifications

[See Requirements]

Requirements

8 Security

The performance of these services require a valid NATO SECRET security clearance.

11 Qualifications

The consultancy support for this service requires following qualifications:

1) 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)

2) Desirable Qualifications:

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.