Service & Operations Lead in SERVICE OPERATIONS in Yeadon

We're seeking a BMC Helix developer to join our ITSM Tools team as an ITSM Technical Analyst where you'll put your BMC Helix development expertise to work on a modern ITSM platform. We’re already well underway on our HelixGPT journey and you will play a key part in helping us deliver our roadmap.

Flexible Working Options

• Job share
• Flexible start and end time to each day
• Part time
• Ability to adapt calendar as needed, this could be to fit in the school run, gym, or appointments
• A 50% in‑office attendance requirement can be spread across the month to accommodate diverse working patterns
• Compressed hours (subject to approval and policy within the team)
• Working from abroad policy (subject to approval and policy within the team)

You will begin the day with a short team stand‑up, where shared priorities, individual workstreams, and any overnight incidents or changes are reviewed. Following this, you will progress with your planned work, managing your time effectively while adhering to agreed priorities. Work is primarily prioritised and tracked through Jira and BMC Smart IT tickets, and you are expected to focus on the highest‑priority items as agreed with the team. Tasks may include investigating and resolving technical issues, delivering platform enhancements, or progressing development activity across the ITSM toolset.

You will participate in weekly team meetings and regular triage calls, contributing to discussions on workload, upcoming changes, and emerging issues. These sessions help ensure work is aligned, risks are managed and dependencies are clearly understood. You are required to maintain a monthly ROTA for designated support days, providing technical support for the ITSM platform, responding to incidents, defects, or urgent requests as required. While you are trusted to manage your own workload and delivery, you are expected to work within established priorities, processes, and governance. Collaboration with colleagues across Tech and wider Bank when needed with clear communication and accurate updates on their requirements is a key part of the role.

Role Requirements

Do you enjoy turning real service problems into well‑designed technical solutions, experimenting with automation, and continuously improving how a platform works for its users? If so, you will feel at home here. This role sits within the Service Operations and Tooling area of the Service Division in Technology. The team is responsible for managing the Bank’s ITSM tooling. The Service Division owns the end‑to‑end operation of the IT services and devices used by Bank colleagues. It brings together the Bank’s foundational Technology teams to provide clear service accountability, enabling colleagues across the organisation to deliver and protect the Bank’s mission. We ensure that services perform at the appropriate level to meet business needs, with all systems underpinning business processes actively monitored to ensure availability and performance. As the Bank begins its journey to deliver greater efficiency and value, this role is critical in helping achieve those outcomes, particularly through the deployment of Agentic AI tooling and the continued modernisation of ITSM practices.

Our Approach to Inclusion

The Bank values diversity, equity and inclusion. We play a key role in maintaining monetary and financial stability, and to do that effectively, we believe we need a workforce that reflects the society we serve. At the Bank of England, we want all colleagues to feel valued and respected, so we’re working hard to build an inclusive culture which supports people from all backgrounds and communities to be at their best at work. We celebrate all forms of diversity, including (but not limited to) age, disability, ethnicity, gender, gender identity, race, religion, sexual orientation and socioeconomic status. We believe that it’s by drawing on different perspectives and experiences that we’ll continue to make the best decisions for the public. We welcome applications from individuals who work flexibly, including job shares and part time working patterns. We’ve also partnered with external organisations to support us in making adjustments for candidates and employees in the recruitment process where they’re needed. For most roles where work can be carried out at home, we aim for colleagues to spend half of their time in the office, with a minimum of 50% per month. Subject to that minimum requirement, individuals and managers should work together to find what works best for them, their team and stakeholders. Finally, we’re proud to be a member of the Disability Confident Scheme. If you wish to apply under this scheme, you should check the box in the 'Candidate Personal Information' under the 'Disability Confident Scheme' section of the application.

Experience

• 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), performance using relevant logs.
• Experience creating Service Catalog requests in DWPC and Dashboards in Helix Dashboards.

Essential Criteria

• Have a strong developer mindset to IT service management, enjoying the challenge of building, configuring and improving solutions rather than simply operating them.
• 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 working with BMC Helix beyond the core ITSM modules, such as CMDB configuration.
• Having a background in Discovery, Service Models, or configuration data quality would be beneficial but is not essential.
• Exposure to scripting languages like SQL, Python, etc.
• Experience introducing AI‑enabled functionality or data‑driven service improvements that led to changes in processes or ways of working.

Salary and Benefits

Leeds £37,120 - £42,210 London £41,680 - £46,890

We also offer a comprehensive benefits package as detailed below:

• Currently a non-contributory, career average pension giving you a guaranteed retirement benefit of 1/80th of your annual salary for every year worked.
• There is the option to increase your pension (to 1/65th) or decrease (to 1/105th) in exchange for salary through our flexible benefits programme each year.
• The Bank has the discretion to vary standard accrual rates and dial up and dial down rates at any time and to withdraw dial up and dial down options at any time.
• A discretionary performance award based on a current award pool.
• An 8% benefits allowance with the option to take as salary or purchase a wide range of flexible benefits.
• 26 days' annual leave with option to buy up to 12 additional days through flexible benefits.
• Private medical insurance and income protection.