New
NATO BMC Consultant
Mons, Belgium Posted: 06/05/2025
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NATO BMC Consultant Vacancy
This is a role core to stabilising and growing services support contracts with the customer, both Managed Service and Support and Maintenance. Building solid relationships in all levels within the operations and delivery group is a key part of the role as is creating an outstanding customer experience.
Responsibilities
1. Assessing Incidents received into the support queue, assigning according to the assignment matrix and responding to customers within the response SLA
2. Following up with customers on Incidents which are awaiting a response from the customer
3. Day-to-day administration for Managed Service Customer this will include but is not limited to:
4. User Admin Support across the supported toolset
5. Running daily checks and reporting the results to the relevant stakeholders
6. Second line troubleshooting of medium/low priority tickets for specific customers/applications, and ensuring resolution SLAs are met
7. Ensuring customer satisfaction
8. Use of Salesforce for time recording
9. Handle special projects with no degradation of ongoing assignments and responsibilities
10. Create and modify BMC Remedy ITSM data access model in terms of access permissions for configuration data and transactional (ticket) data, applying row-level restrictions.
11. Utilise Data Management tool to import data into ITSM Remedy applications to keep the current configuration of the tool up to date in terms of foundation data, process setup data and transactional data
12. Utilise BMC Atrium CMDB API to create, modify and delete CIs and relationships
13. Use BMC Remedy Action Request (AR) System Overlays feature to customise BMC Remedy ITSM applications to extend and customise the behaviour of the applications to meet the changing needs of the organisation and to integrate them with other applications.
14. Implement BMC Remedy workflow change, user interface change, forms change and administration change procedures in alignment with the organisational needs.
15. Utilise BMC Service Level Management Maintenance tool for viewing logs and encrypting passwords
16. Utilise BMC Remedy AR System Maintenance tool to troubleshoot
17. Review logs like Filter log or the SQL log on the BMC Remedy AR System server in order to detect the cause of failures.
18. Use command line utilities provided by BMC Discovery to configure Discovery by obtaining information from specific systems.
19. TrueSight Operations administration (for example - Configure event thresholds (SLAs) for automatically discovered applications, Define and manage monitoring policies, Integrate TSOM and BMC Atrium SSO,
20. Perform operations in TrueSight Orchestration Grid Manager to monitor and manage the TrueSight Orchestration environment.
21. Manage TrueSight Orchestration content (the modules and adapters added to grids and then activated and configured) to delete, duplicate or obsolete content, transfer content between pre-prod and production environments, upload adapter and module files to the repository and implement custom adapters.
Skills and Qualities
22. Outstanding customer service skills
23. English - professional level
24. Excellent written, verbal and telephone communication abilities
25. Strong interpersonal skills – must be able to interact with personnel in multiple business roles
26. Self motivation and initiative
27. Experienced with: BMC Remedy – Helix Administration Configuration Basic development BMC CMDB BMC Discovery BMC TrueSight Operations BMC TrueSight Orchestration Microsoft Office applications Problem solving and analytical skills Ability to prioritize workload and complete tasks within an agreed timescale
Qualifications
Honours Degree and/or commercial experience with BMC products
Our Offer
We are looking for a new employee for our Managed Service Team. This specific role is based in Belgium. The successful candidate will be offered a competitive salary and extensive social benefits, additional birthday day off, Sports Membership and much more. You will receive training and ongoing professional development to enable you to fulfil your role in the best possible way.