Senior Systems ITSM Specialist | Calderdale and Huddersfield NHS Foundation Trust
| Posting date: | 20 June 2025 |
|---|---|
| Salary: | Not specified |
| Additional salary information: | £47,810 - £54,710 per annum |
| Hours: | Full time |
| Closing date: | 20 July 2025 |
| Location: | Elland, HX5 9JP |
| Company: | Calderdale & Huddersfield NHS Foundation Trust |
| Job type: | Permanent |
| Job reference: | 7240900/372-THIS1364 |
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 wide
geographical 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.
• 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.
We employ more than 6,500 staff who deliver compassionate care from our two main hospitals, Calderdale Royal Hospital and Huddersfield Royal Infirmary as well as in community sites, health centres 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. Boards listen to their Council of Governors and respond to the needs of their members – patients, staff and the local community.
Foundation trusts provide what the health service wants, yet are also free to invest quickly in the changes to the local community needs, in striving to be the best, and in putting their patients first.
• 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 3rdparty 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.
This advert closes on Thursday 3 Jul 2025
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 wide
geographical 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.
• 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.
We employ more than 6,500 staff who deliver compassionate care from our two main hospitals, Calderdale Royal Hospital and Huddersfield Royal Infirmary as well as in community sites, health centres 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. Boards listen to their Council of Governors and respond to the needs of their members – patients, staff and the local community.
Foundation trusts provide what the health service wants, yet are also free to invest quickly in the changes to the local community needs, in striving to be the best, and in putting their patients first.
• 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 3rdparty 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.
This advert closes on Thursday 3 Jul 2025
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