Expert in BMC Helix ITSM implementations / Senior IT Systems Administrator

Indra Group UK & Ireland; Redhill; On-site; GBP 70,000 - 100,000; Full time

Job summary

Indra Group UK & Ireland is seeking an experienced ITSM Migration Consultant to lead a complex migration from ServiceNow to BMC Helix ITSM for a major London transport project.

You will own due diligence, design and transition activities, map existing workflows to BMC Helix, document configurations and dependencies, and deliver strategic recommendations to enable a smooth transition for stakeholders across IT and business teams.

Qualifications

• Minimum 9 years of experience with BMC Helix ITSM.
• Experience in migrating from ServiceNow to BMC Helix ITSM.
• Ability to document processes, configurations and integrations.

Responsibilities

• Lead the due diligence process, analysis, design and transition phases for migration from ServiceNow to BMC Helix ITSM.
• Lead the analysis and design for future implementation and replacement of ServiceNow with BMC Helix ITSM.
• Assess current ITSM environment and document workflows, configurations and integrations.
• Collaborate with technical teams and business stakeholders to map workflows and identify gaps.
• Deliver documentation and strategic recommendations for decision-making and planning.

Skills

BMC Helix ITSM

ServiceNow

ITSM migration

Due diligence

Stakeholder collaboration

Job description

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.

Key duties include:

• Lead the due diligence process, Analysis, Design and Transition phases for migration from ServiceNow to BMC Helix ITSM.
• Lead the analysis and in the technical and functional design, as well as in the future implementation of BMC Helix ITSM, replacing an existing ServiceNow system.
• Conduct a comprehensive assessment of the current ITSM environment based on ServiceNow.
• Identify and document all relevant processes, configurations, customizations, and integrations.
• Map current ITSM workflows to BMC Helix equivalents and identify any gaps or complexities.
• Collaborate with technical teams, support functions, and business stakeholders to extract a full picture of the environment.
• Assess potential risks, technical challenges, and dependencies involved in the migration.
• Deliver clear documentation and strategic recommendations to inform decision‑making and planning.

Required Skills and Experience:

• Minimum 9 years of experience in BMC Helix