About this job

Sapienza Consulting is recruiting an IT Service Management and Automated Discovery to join NATO – NCIA in The Hague, South Holland, Netherlands.

Responsibilities

The scope of this Contract includes the end-to-end implementation of IT Service Management and Automated Discovery toolsets in a highly available, multi-datacentre context. This shall comprise the preparation of detailed designs, the installation, configuration, customisation and any required interfaces of the following toolsets:

• BMC Remedy Single Sign-On (SSO)
• BMC Remedy / Helix ITSM Suite:
• Full suite components including Atrium CMDB
• Smart IT
• Digital Workplace and Digital Workplace Catalog
• Smart Reporting
• BMC Discovery

The selected Contractor’s personnel will be working under the guidance and as an integral part of the Purchaser’s team. Included in the scope of this Contract are also the preparation of a representative instance for the purpose of training, the support of the Purchaser’s personnel in the preparation of training material, and limited support in the execution of instructor-led training.

Profile

• Two (2) Senior BMC Remedy / Helix ITSM Developers (Subject Matter Experts)
• One (1) BMC Discovery Subject Matter Expert (Subject Matter Expert)
• All must have a currently valid NATO SECRET security clearance

Profile for Senior BMC Remedy / Helix ITSM Developers

Required Skills, Knowledge & Experience

• 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 Centre 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
• 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

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
• Experience in BMC Discovery (version 11.x and higher) beneficial
• ITIL 2011 Foundation certificate beneficial
• Experience integrating BMC TrueSight Operations Management (version 10.x and higher) beneficial

Profile for BMC Discovery Subject Matter Expert (SME)

Skills and Competences:

• Extensive experience installing BMC Discovery (version 11.x and higher) in both single and multi-tenancy, and in highly available and resilient designs
• Extensive experience configuring BMC Discovery to integrate with Remedy ITSM CMDB (version 9.1 and higher)
• Strong experience gathering, preparing, and configuring target networks and specialist segments for discovery
• Knowledge and experience troubleshooting the integration with Remedy Atrium CMDB
• Extensive knowledge and experience configuring BMC Discovery to perform deep discovery on a variety of different network node types, and computing end-points with, and especially without, the use of SNMP
• Experience integrating BMC Discovery with TrueSight Orchestration (TSO) and configuring automated and targeted discovery executions triggered by TSO
• Experience integrating BMC Discovery with external vendor infrastructure systems for the purpose of detecting changes and triggering discovery executions to keep CMDB data fresh
• Experience working with Linux and Windows servers
• Understanding of infrastructure solutions hosting Service Management tools and technology, including networking solutions, hypervisor solutions, storage solutions and load balancing solutions

Experience:

• A minimum of 3 years recent experience in large scale BMC Discovery (version 11.x and higher) deployments. BMC Certified Professional – DSM beneficial;
• Recent experience in BMC Remedy ITSM (version 9.1 and higher) CMDB configuration. BMC Certified Professional qualification is beneficial;
• ITIL 2011 (or later) Foundation certificate beneficial.