Senior Systems ITSM Specialist

Elland, Yorkshire
Calderdale and Huddersfield Solutions Ltd
Employer Calderdale and Huddersfield NHS Foundation Trust Employer type NHS Site The Health Informatics Town Elland Salary £47,810 – £54,710 per annum Salary period Yearly Closing 03/07/:59 Interview date 10/07/2025

Calderdale and Huddersfield NHS Foundation Trust (CHFT) are committed to equal opportunities and welcome applications from all sections of the community, regardless of any protected characteristics.

We are committed to recruiting to our values. Leading One Culture of Care underpins our values by creating an environment, tone and behaviours across all parts of the Trust that are fundamentally rooted in compassionate care.

We are open to considering a wide range of flexible working arrangements. There are opportunities to flex the days of the week, hours and times of work and place of work including: part-time, job-share, flexible working hours and the possibility to work from home when appropriate. Please talk to us during the interview process to discuss any flexibility that you may require.

We received our Silver Award from the Defence Employer Recognition Scheme which is helping actively promote SaBRE – Supporting Britain’s Reservists and Employers. This means that we provided its statement of intent to support all Defence personnel and we welcome application to work for us. Find out more – Why Choose CHFT?

Our Future Plans

The Department of Health and Social Care has awarded capital funding to invest in local health services at both Calderdale Royal Hospital and Huddersfield Royal Infirmary. This is a significant investment and an opportunity to enhance services for our populations in Calderdale and Huddersfield and West Yorkshire for generations to come. To find out more, please visit

Job overview 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.

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.

Working for our organisation 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.

Detailed job description and main 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 3 rd 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

• 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

• 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
• 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)

• 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 . click apply for full job details