Service Tool Set Administrator

Arcadis is the worlds leading company delivering sustainable design, engineering, and consultancy solutions for natural and built assets.

We are more than 36,000 people, in over 70 countries, dedicated to improving quality of life. Everyone has an important role to play. With the power of many curious minds, together we can solve the world’s most complex challenges and deliver more impact together.

Role description: The Service Tool Set Administrator is responsible for the administration, stability, and continuous improvement of the ITSM toolset (BMC Helix). The role ensures the platform is reliable, well‑governed, and aligned to business needs, with a strong focus on understanding and enhancing the user experience. Experience with workplace systems such as Iconics or other space‑booking tools is beneficial but not essential.

Role accountabilities:

Ownership & Delivery

• Administer and support the operational management of the Service Management toolset (BMC Helix), ensuring stability, performance, and effective issue resolution.
• Act as a Helix Subject Matter Expert (SME) within the Service Solutions team, build and update workflows, forms, fields, automation rules, and approval processes.
• Translate requirements into technical solutions that align with platform capability. In collaboration with Product Owners, delivery teams, and operations.
• Plan and manage releases, enhancements, and fixes within BMC Helix, ensuring structured change, proper governance, and minimal disruption.
• Support identification and implementation of automation opportunities within Helix to improve efficiency and service outcomes.
• Coordinate with third party suppliers and internal teams to support upgrades, fixes, integrations, and operational delivery.
  
  

Innovation & Change

• Maintain awareness of industry trends, capabilities, and best practices across IT service management platforms, particularly BMC Helix.
• Proactively identify opportunities for configuration improvements, process optimisation, and automation within BMC Helix.
• Contribute to the design, testing, and implementation of solutions across a global technology landscape.
  
  

Operational Excellence

• Ensure platform availability, stability, and performance to deliver a reliable and positive user experience.
• Resolve tickets in line with service expectations, quality standards, and SLAs, with a focus on timely and accurate outcomes.
• Collaborate with second‑line and operational teams to improve knowledge sharing and service consistency.
• Ensure compliance with technology controls, governance standards, and service management best practice.
  
  

Qualifications & Experience:

• Minimum 5 years’ hands‑on experience with Service Management Tools, ideally BMC Helix, covering configuration, workflow design, lifecycle management, and operational support.
• Demonstrated experience in managing processes, mitigating risks, and controlling quality within an IT service environment.
• Experience contributing to the design and delivery of platform changes within a global or complex business environment.
• Desirable familiarity with space booking systems, including Iconics and Eptura, and an understanding of end user‑ needs and workplace service delivery.
  
  

Why Arcadis?

We can only achieve our goals when everyone is empowered to be their best. We believe everyones contribution matters. It’s why we are pioneering a skills-based approach, where you can harness your unique experience and expertise to carve your career path and maximize the impact we can make together.

You’ll do meaningful work, and no matter what role, you’ll be helping to deliver sustainable solutions for a more prosperous planet. Make your mark, on your career, your colleagues, your clients, your life and the world around you.

Together, we can create a lasting legacy.

Join Arcadis. Create a Legacy.

Our Commitment to Equality, Diversity, Inclusion & Belonging

We want you to be able to bring your best self to work every day, which is why we take equality and inclusion seriously and hold ourselves to account for our actions. Our ambition is to be an employer of choice and provide a great place to work for all our people.

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