ITSM Implementation Consultant

About Indra Group UK & Ireland

Indra is a leading global technology and consulting company, and a trusted technological partner for the core business operations of its clients worldwide. It stands at the forefront of key sectors including Transport, Defence, Air Traffic Management and Space, alongside advanced Information Technology services delivered through Minsait, and cutting-edge capabilities in Sovereign AI, Cybersecurity, and Cyberdefence via IndraMind.

The company’s business model is built around a comprehensive portfolio of proprietary products, combining strong innovation with a high-value focus for customers.

With more than 2,500 projects implemented across 50 countries and over 100 cities, Indra is a global benchmark in innovative transportation and mobility solutions. It is recognised as one of the world’s top three companies in public transportation management systems. Indra’s technology supports the daily journeys of over 78 million people, helping to reduce more than 10 million tonnes of CO₂ emissions annually, and helping save nearly 3,000 lives through improved traffic management and road safety.

Indra Group is paving the way to a more secure and better-connected future through innovative solutions, trusted relationships and the very best talent. Sustainability sits at the heart of its strategy and culture, driving efforts to address current and future social and environmental challenges.

In the 2024 financial year, Indra achieved revenues of €5.5 billion, over 60,000 professionals, maintained a local presence in 46 countries, and operated across more than 140 countries worldwide.

As the technological partner for its customers’ key operations, Indra is at the core of their business, and Indra’s four values guide everything we do:

Innovation - Our capacity for innovation, cutting-edge solutions, and specialised team of professionals enables us to drive a safer, more connected future through technology.

Trust - We work with strength, commitment, and reliability, delivering quality solutions to build trust with customers, employees, partners, investors, and society.

Connection - We harness the power of collaboration, connect ideas and solutions, and adapt to our customers’ needs, supporting them on the path to a better future.

Foresight - We anticipate future needs to make the world safer and more connected, transforming our experience and knowledge into solutions for a better tomorrow.

About the Project

Transport for London (TfL) has awarded Indra a long-term contract to operate, develop, enhance and expand ticketing and access control systems across London’s transport network through to 2034, with extension options to 2039.

This programme covers the maintenance, operation and evolution of a large-scale, complex ecosystem, including turnstiles, validators, ticket machines, sales terminals, back-office systems, payment gateways, IT infrastructure and cybersecurity that supports over 8.6 million daily journeys.

Therefore, Indra will become TfL’s strategic technology partner to guarantee the operation and evolution of the world’s largest and most sophisticated ticketing system. Following a transition period of approximately two years, Indra will serve as the sole provider across the network that includes more than 8,500 buses, nearly 400 Underground stations, around 300 rail stations (Overground, DLR, Elizabeth Line and suburban services), 4,000 Oyster Card outlets, seven customer service centres, and 24 river boat boarding points.

Drawing on over 30 years of experience in urban public transport solutions, Indra will manage and evolve all aspects of the system. The project also envisages, in partnership with TfL, the implementation of new technologies to develop the system, make it more efficient and automate key processes; in short, to jointly create the next generation of the ticketing system for London.

As we continue to enjoy an exciting period of growth in the UK, we are looking for an ITSM Consultant to support us with our upcoming projects.

Key Responsibilities

• Support the analysis, design, implementation, and deployment of BMC Helix ITSM.
• Assess existing ITSM platforms and identify migration requirements.
• Document processes, configurations, customisations, integrations, and business requirements.
• Collaborate with technical teams and business stakeholders to define the target solution.
• Identify risks, dependencies, and technical challenges.
• Support project activities including configuration, testing, deployment, and go-live.
• Deliver workshops, knowledge transfer sessions, and training activities.
• Provide ongoing support and contribute to the continuous improvement and evolution of the platform after Go-Live.

Requirements

Required Skills & Experience

• 5-8 years of hands-on experience implementing BMC Helix ITSM.
• Strong experience in configuration, customisation, and support of BMC Helix ITSM.
• Proven experience with Incident Management, Change Management, and CMDB modules.
• Experience delivering ITSM tool migrations and transformation projects.
• Experience supporting all project phases, including analysis, design, implementation, testing, deployment, training, and post-production support.
• Strong communication and stakeholder management skills.
• Ability to gather requirements through workshops and interviews.
• This is a hands-on implementation role. Candidates must have direct experience implementing and configuring BMC Helix ITSM. Profiles focused on Service Management operations or Service Delivery without BMC Helix ITSM implementation experience will not be considered.

Desirable Experience

• Development experience with BMC Helix ITSM and BMC Helix Innovation Suite.
• Experience deploying BMC Helix ITSM On-Premises environments.
• Experience with integrations and data migration activities.
• BMC Helix ITSM certifications (Associate, Professional, or equivalent).

Benefits

• Holidays: 25 days per annum + 8 days bank holidays (options to buy/sell days).
• Pension – 4% employee and 4% employer.
• Private medical insurance (including dental & optical).
• Life assurance.
• Income protection.
• Employee assistance programs.
• Flexible/remote working options.
• Charitable initiatives.
• Social events (formal & informal).
• Learning and development programs.
• Innovative & collaborative work environment.

Indra is an equal employment opportunity employer. Applicants are considered without regard to race, colour, religion, sex, sexual orientation, gender identity, origin, disability or other characteristics protected by law.