BMC Remedy ITSM Developer (Subject Matter Expert) (NATO-NCIA)

Mons, Belgium, Sapienza Consulting [C002075]

Field(s) of expertise
Information Technology
Job type

About this job

Sapienza Consulting, a tpgroup company, is recruiting a BMC Remedy ITSM Developer (Subject Matter Expert) to join NATO – NCIA in Mons, Wallonia, Belgium.


In coordination with the Technical Lead, the BMC Remedy ITSM Developer will perform duties such as the following:

  • Implement IT Service Management system(s) based on agreed technical requirements, and in coherence with the system design and architecture
  • Work with the relevant parties to ensure the IT Service Management systems are configured and aligned to the agreed ITIL based processes
  • Work with the relevant parties to facilitate the IT Service Management application(s) and system(s) security accreditation
  • Provide support to the Technical Lead in ensuring technical coherence across multiple development streams
  • Develop Build and Configuration documentation of the ITSM system(s) and provide support in the development of Testing and Training documentation
  • Provide support in the testing phases of the ITSM system(s), including but not limited to Factory Acceptance and User Acceptance Testing events
  • Provide support in both the preparation and during the Transition to Operations of new ITSM system(s) post Go-Live, including handover activities to the Operations Team


  • The candidate must have a NATO SECRET security clearance


Skills and Competencies:

  • Extensive experience installing BMC Remedy ITSM Suite (9.1 and higher) in both single and multi-tenancy, and in a highly available and resilient designs
  • Extensive experience configuring and customising the Remedy 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
  • Strong experience gathering, preparing, and loading foundation data into Remedy ITSM
  • Experience configuring Approval Center and approval chains
  • Extensive Knowledge and experience installing and configuring Remedy Atrium CMDB
  • Knowledge and experience integrating various data sources (such as MS SCCM) with Remedy Atrium CMDB
  • Experience in deploying and configuring/customising Remedy with 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
  • 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


Soft skills:

  • Working well as part of a dynamic and multi-cultural team
  • Being able to participate in and support meetings with various stakeholders
  • Ability to work independently and manage multiple tasks simultaneously


Education and Experience:

  • A university degree in Computer Engineering or related discipline; alternatively, 5 years of equivalent industry experience
  • A minimum of 3 years recent experience in BMC Remedy ITSM Suite development (version 9.1 and higher). BMC Certified Professional qualification is highly beneficial but not required
  • ITIL 2011 Foundation certificate beneficial

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