Service & Operations Lead in Service Operations, Technology Directorate
Permanent
Full time
Location - Leeds or London
About the role
We’re seeking a BMC Helix developer to join our ITSM Tools team as an ITSM Technical Analyst. You will put your BMC Helix development expertise to work on a modern ITSM platform and help deliver our roadmap.
Flexible Working Options
* Job share
* Flexible start and end time to each day
* Part time
* Ability to adapt calendar as needed to fit in the school run, gym, or appointments
* A 50% in‑office attendance requirement that can be spread across the month
* Compressed hours (subject to approval and policy within the team)
* Working from abroad policy (subject to approval and policy within the team)
Opportunities in Leeds
We’re excited to be growing our presence in Leeds. Our modern, accessible office in the City Centre offers a supportive, flexible working environment. The majority of roles, including this one, are available in Leeds, giving you the chance to build a meaningful career outside of London while collaborating with London‐based colleagues in a hybrid model.
A day in the role
You will begin the day with a short team stand‐up. You will manage your time, prioritise tasks in Jira and BMC Smart IT tickets, investigate and resolve technical issues, deliver platform enhancements, and progress development activity across the ITSM toolset. You will participate in weekly team meetings, regular triage calls, and maintain a monthly rota for designated support days. You will provide technical support for the ITSM platform and ensure work aligns with established priorities, processes, and governance.
Role Requirements
We are looking for someone who has the following key skills and experience:
Minimum Criteria
* A minimum of 3 years’ hands‐on experience developing and troubleshooting BMC Helix modules like Incident, Problem, Change, CMDB and Service Catalog
* Experience working with Smart IT, DWPC and Helix Dashboards
* Experience developing workflows and automation in a PWA‐enabled environment
* Experience troubleshooting customisations, integrations (REST API, Pentaho Spoon), and performance issues using relevant logs
* Experience creating Service Catalog requests in DWPC and dashboards in Helix Dashboards
Essential Criteria
* Strong developer mindset for IT service management, enjoying building, configuring and improving solutions
* Comfortable turning user stories into well‐designed, supportable solutions that improve how services run
* Enjoy problem solving, continuous improvement and working in an agile or iterative delivery environment
* Works well with a range of stakeholders including end users and vendors
Desirable Criteria
* Experience with BMC Helix beyond core ITSM modules (e.g., CMDB configuration, Discovery, Service Models, configuration data quality)
* Exposure to scripting languages such as SQL or Python
* Experience introducing AI‐enabled functionality or data‐driven service improvements that led to changes in processes or ways of working
Benefits
* Comprehensive benefits package including a non‐contributory, career average pension with guaranteed retirement benefit of 1/80th of annual salary for every year worked
* Discretionary performance award based on a current award pool
* 8% benefits allowance with the option to take as salary or purchase a wide range of flexible benefits
* 26 days annual leave with the option to buy up to 12 additional days through flexible benefits
* Private medical insurance and income protection
Salary
Leeds £37,120 – £42,210
London £41,680 – £46,890
Our Approach to Inclusion
The Bank values diversity, equity and inclusion. We believe a workforce that reflects society serves public needs better. We welcome applications from all backgrounds and aim to create an inclusive culture that supports everyone at their best.
National Security Vetting Process
Employment in this role will be subject to the National Security Vetting clearance process, which can take between six and twelve weeks post‐offer. Further information will be provided to successful applicants.
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