Job summary
Senior Systems ITSM Specialist
We are looking for a passionate and dynamic BMC Helix ITSM Specialist with expertise in application support, development and integration in a SaaS environment to join our Service Delivery Team. The ideal candidate will have hands-on experience in configuring, customising, and integrating BMC Helix ITSM solutions to optimize IT service management processes. To provide a responsive, cost-effective and quality-driven service to Calderdale & Huddersfield NHS Trust and the local informatics customer community (including external application tenants), specialising in IT Infrastructure Library (ITIL) best practices support, planning and architecture. This role also requires BMC Helix ITSM Service Management Reporting domain experience.
While the post offers the flexibility of home remote working the post holder must be able to commute and be ready for work at any of the supported sites/locations across a widegeographical location when needed and will be required to attend site 1 day per week or when the organisation requires.The role currently does not form part of the on-call rota however all staff will be expected to join the rota if required.
Main duties of the job
- Maintain a current working knowledge of our customers business and their objectives, in particular Calderdale and Huddersfield NHS Foundation Trust. Keeping up to date with Organisational change, where it may impact the service.
- Keep up to date with technological change in the realm on ITSM Toolsets and related technologies (for example AI) where it could impact the service.
- Work closely with IT teams, stakeholders, and end-users to gather requirements, troubleshoot, supporting and deliver effective solutions.
- Ensure all administrative tasks are undertaken in accordance with procedures, planning and prioritising activities to deliver agreed work plans, while adhering to all system documentation requirements and maintaining documentation in line with ISO standards when changes are made or required.
- Manage own work to deliver agreed programmes on time and in full.
- The post holder may be required to work outside of normal working hours.
- Be the principal product owner for Helix ITSM. Taking ownership, diagnosing and resolving all issues related to BMC Helix ITSM escalating where appropriate to BMC SaaS Support or internal SME's.
About us
We employ more than 6,500 staffwho deliver compassionate care from our two main hospitals,Calderdale Royal Hospital and Huddersfield Royal Infirmary as well as in community sites, healthcentres and in patients' homes. We also are incredibly proud to have almost 150 volunteers here at CHFT.
We provide a range of services including urgent and emergency care; medical; surgical; maternity; gynaecology; critical care; children's and young people's services; end of life care and outpatient and diagnostic imaging services.
We provide community health services, including sexual health services in Calderdale from Calderdale Royal and local health centres. These include Todmorden Health Centre and Broad Street Plaza.
We continue to modernise and invest in our health services to build on our strong reputation.Foundation trusts are public leaders in improving quality in health services. They are part of the NHS- yet decisions about what they do and how they do it are driven by independent boards. Boardslisten to their Council of Governors and respond to the needs of their members - patients, staff andthe local community.
Foundation trusts provide what the health service wants, yet are also free to invest quickly in thechanges to the local community needs, in striving to be the best, and in putting their patients first.
Job description
Job responsibilities
- Find opportunities to enhance ITSM efficiencies and service improvements through automation, process optimisation, and best practices. Take the lead in system architecture discussion around ITSM services.
- Ensure timely deployment of upgrades and controlled changes to the systems, incorporating thorough testing and ensuring compliance with current version control, Change and Release Management policies.
- Implement and extend BMC Helix ITSM modules and be the technical lead responsible for their successful delivery.
- Implement integrations between BMC Helix ITSM and third-party applications using REST APIs, web services, and middleware tools.
- Manage daily system operations and licensing compliance, ensuring capacity and service availability. Provide customer advice and cost estimates and escalate significant financial issues to the Head of Support Services.
- Manage Vendors, Consultants and support contracts and escalate performance issues to the Head of Support Services and relevant operational managers.
- Build reports to support ITSM using Helix Dashboards and develop SQL queries to support 3rd party Reporting Tools such as Qliksense.
- BMC Digital Workplace Catalogue (DWPC): Create and maintain DWPC services in order to enhance self-service capabilities.
- Represent the Service to external ITSM Tenants regarding any procured additional services. Maintaining tenancy separation via Row Level Access or other means where appropriate.
Please see job description for further details.
Job description
Job responsibilities
- Find opportunities to enhance ITSM efficiencies and service improvements through automation, process optimisation, and best practices. Take the lead in system architecture discussion around ITSM services.
- Ensure timely deployment of upgrades and controlled changes to the systems, incorporating thorough testing and ensuring compliance with current version control, Change and Release Management policies.
- Implement and extend BMC Helix ITSM modules and be the technical lead responsible for their successful delivery.
- Implement integrations between BMC Helix ITSM and third-party applications using REST APIs, web services, and middleware tools.
- Manage daily system operations and licensing compliance, ensuring capacity and service availability. Provide customer advice and cost estimates and escalate significant financial issues to the Head of Support Services.
- Manage Vendors, Consultants and support contracts and escalate performance issues to the Head of Support Services and relevant operational managers.
- Build reports to support ITSM using Helix Dashboards and develop SQL queries to support 3rd party Reporting Tools such as Qliksense.
- BMC Digital Workplace Catalogue (DWPC): Create and maintain DWPC services in order to enhance self-service capabilities.
- Represent the Service to external ITSM Tenants regarding any procured additional services. Maintaining tenancy separation via Row Level Access or other means where appropriate.
Please see job description for further details.
Person Specification
QUALIFICATIONS / TRAINING
Essential
- Professional qualification at degree level in an IM&T related discipline or equivalent experience demonstrable
- ITIL Foundation certification or knowledge/awareness
- Experience of Service Management processes
- Evidence of attendance and completion of BMC accredited courses.
KNOWLEDGE, EXPERIENCE & EXPERTISE
Essential
- Demonstrated expertise in IT Service Management Toolset (ITSM), particularly within the NHS or other large-scale organisations
- Substantial experience in BMC Helix ITSM development and administration
- Demonstrable experience collaborating with BMC in a development environment
- Skilled in diagnosing and resolving performance-related issues across Helix application architecture such as HSSO, Kaazing gateways, and certificate-based Active Directory LDAP/ SAML services
- Strong problem-solving skills and ability to solve ITSM issues effectively
- Recent experience in the implementation of ITSM toolsets and functions
- Strong problem-solving skills and ability to solve ITSM issues effectively.
- Skilled in documenting complex installations to enable junior staff to effectively learn and support advanced systems
- Proven track record of developing and implementing processes to improve task efficiency in current and previous role
Desirable
- Recent experience in REST APIs, web services, and middleware integrations regarding Helix ITSM Integration(s)
- Experience in BMC Digital Workplace Catalogue (DWPC) configuration and customization
- Experienced in creating reports with Helix Dashboards and ad hoc SQL queries
- Knowledge of suites AI capabilities and knowledge of AI functions within enterprise software suites, including machine learning integrations, smart assistants, and workflow automation tools
- Experience of supporting Helix ITSM were delivered as SaaS including provisioning, upgrades and migrations
- Experience of supporting Helix ITSM were delivered as SaaS including provisioning, upgrades and migrations
COMMUNICATION AND RELATIONSHIPS (INCLUDING MANAGEMENT RESPONSIBILITIES)
Essential
- Excellent communication skills and ability to work with multi-functional teams
- Excellent attendance and time management
- Excellent presentation and communication skills.
- Demonstrate a commitment to delivering high-quality customer service, including the ability to work effectively with customers who feel the service has not met their expectations
Person Specification
QUALIFICATIONS / TRAINING
Essential
- Professional qualification at degree level in an IM&T related discipline or equivalent experience demonstrable
- ITIL Foundation certification or knowledge/awareness
- Experience of Service Management processes
- Evidence of attendance and completion of BMC accredited courses.
KNOWLEDGE, EXPERIENCE & EXPERTISE
Essential
- Demonstrated expertise in IT Service Management Toolset (ITSM), particularly within the NHS or other large-scale organisations
- Substantial experience in BMC Helix ITSM development and administration
- Demonstrable experience collaborating with BMC in a development environment
- Skilled in diagnosing and resolving performance-related issues across Helix application architecture such as HSSO, Kaazing gateways, and certificate-based Active Directory LDAP/ SAML services
- Strong problem-solving skills and ability to solve ITSM issues effectively
- Recent experience in the implementation of ITSM toolsets and functions
- Strong problem-solving skills and ability to solve ITSM issues effectively.
- Skilled in documenting complex installations to enable junior staff to effectively learn and support advanced systems
- Proven track record of developing and implementing processes to improve task efficiency in current and previous role
Desirable
- Recent experience in REST APIs, web services, and middleware integrations regarding Helix ITSM Integration(s)
- Experience in BMC Digital Workplace Catalogue (DWPC) configuration and customization
- Experienced in creating reports with Helix Dashboards and ad hoc SQL queries
- Knowledge of suites AI capabilities and knowledge of AI functions within enterprise software suites, including machine learning integrations, smart assistants, and workflow automation tools
- Experience of supporting Helix ITSM were delivered as SaaS including provisioning, upgrades and migrations
- Experience of supporting Helix ITSM were delivered as SaaS including provisioning, upgrades and migrations
COMMUNICATION AND RELATIONSHIPS (INCLUDING MANAGEMENT RESPONSIBILITIES)
Essential
- Excellent communication skills and ability to work with multi-functional teams
- Excellent attendance and time management
- Excellent presentation and communication skills.
- Demonstrate a commitment to delivering high-quality customer service, including the ability to work effectively with customers who feel the service has not met their expectations
Disclosure and Barring Service Check
This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.
Applications from job seekers who require current Skilled worker sponsorship to work in the UK are welcome and will be considered alongside all other applications. For further information visit the UK Visas and Immigration website (Opens in a new tab).
From 6 April 2017, skilled worker applicants, applying for entry clearance into the UK, have had to present a criminal record certificate from each country they have resided continuously or cumulatively for 12 months or more in the past 10 years. Adult dependants (over 18 years old) are also subject to this requirement. Guidance can be found here Criminal records checks for overseas applicants (Opens in a new tab).
Additional information
Disclosure and Barring Service Check
This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.
Applications from job seekers who require current Skilled worker sponsorship to work in the UK are welcome and will be considered alongside all other applications. For further information visit the UK Visas and Immigration website (Opens in a new tab).
From 6 April 2017, skilled worker applicants, applying for entry clearance into the UK, have had to present a criminal record certificate from each country they have resided continuously or cumulatively for 12 months or more in the past 10 years. Adult dependants (over 18 years old) are also subject to this requirement. Guidance can be found here Criminal records checks for overseas applicants (Opens in a new tab).
Employer details
Employer name
Calderdale and Huddersfield NHS Foundation Trust
Address
The Health Informatics
Unit 13 Ainleys Industrial Estate, Ainley Bottom
Elland
HX5 9JP
Employer's website
https://www.cht.nhs.uk (Opens in a new tab)
