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Senior BMC ITSM Consultant (m/f/d)
Contract
Luxembourg, Luxembourg
20.03.2026
Job Description – Senior BMC ITSM Consultant to join our client, an EU Institution.
The ideal candidate will focus on BMC Helix and CMDB development, configuration, and integration, with a proven track record of participation in complex integration projects. Specialist is responsible for designing, implementing, and maintaining Service Level Agreement (SLA) data within the CMDB and BMC Helix ITSM. The role ensures that SLA fields are complete, accurate, and consistently updated to support enterprise reporting, operational monitoring, and ITIL‑aligned service management practices.
Key Responsibilities
1. SLA Data Collection & Maintenance in CMDB
Required Skills & Experience
The ideal candidate will focus on BMC Helix and CMDB development, configuration, and integration, with a proven track record of participation in complex integration projects. Specialist is responsible for designing, implementing, and maintaining Service Level Agreement (SLA) data within the CMDB and BMC Helix ITSM. The role ensures that SLA fields are complete, accurate, and consistently updated to support enterprise reporting, operational monitoring, and ITIL‑aligned service management practices.
1. SLA Data Collection & Maintenance in CMDB
- Configure and maintain SLA-related attributes in the CMDB across relevant CI classes.
- Ensure SLA data is collected, validated, and updated as part of ongoing configuration management processes.
- Work closely with Service owners to maintain ownership and accuracy of SLA information.
- Monitor SLA data completeness, correctness, and accuracy against defined KPIs.
- Identify gaps or inconsistencies and coordinate remediation with responsible stakeholders.
- Produce SLA-related data quality dashboards and reports for stakeholders.
- Use SLA and monitored service information to support availability calculations and reporting.
- Collaborate with operational teams to refine monitored service KPIs and ensure accurate availability tracking.
- Support integration of SLA data into service health dashboards.
- Develop and maintain automations in BMC Helix based on SLA and service metadata.
- Leverage SLA information to enable improvements in incident routing, assignment, prioritization, and service reporting.
- Work with Splunk teams to enhance dashboards, alerts, and operational intelligence using SLA attributes.
- Identify opportunities for workflow automation aligned with ITIL v4 practices.
- Collaborate with stakeholders to ensure SLA information is consistently used across ITSM processes.
- Contribute to process documentation, standards, and governance of SLA data within configuration management.
- Provide subject‑matter expertise for audits and compliance reviews related to SLA data in the CMDB.
- Develop or customise BMC Discovery patterns to enhance coverage.
- Perform root cause analysis for CMDB data gaps.
- Provide expert guidance and training to technical teams and Service Owners regarding discovery behaviour, data interpretation, and modelling.
- Human-led investigation of CMDB discrepancies based on various data sources.
- Engagement with CI owners, service owners, and source system SMEs to correct information that is manually set.
- Controlled updates to CMDB records based on validated information.
- Minimum 5 years of hands‑on experience with BMC ITSM Suite (SmartIT, Helix ITSM/CMDB, Atrium CMDB, or equivalent).
- ITIL v4 certification
- Strong knowledge of CMDB data modelling, CI lifecycle management, and ITIL v4 configuration management practices.
- Proven experience configuring and maintaining SLA attributes, service metadata, or service catalogue information in BMC platforms.
- Practical experience with BMC SmartIT, including workflows, assignment rules, and automations.
- Familiarity with Splunk dashboards, service monitoring, and data integrations.
- Strong analytical skills for monitoring data quality and defining KPIs.
- Ability to collaborate with technical and business stakeholders.
- Understanding of ITIL v4 processes (especially Incident, Change, Problem, Service Level, and Availability Management).
- Excellent problem-solving skills and the ability to work independently.
- Strong communication and interpersonal skills.
- Fluent English. Any other language is considered a plus.
- Experience with Agile and Azure DevOps is considered a plus.