Deadline Date: Friday 1 March 2024
Requirement: Senior Technician (Service Desk)
Location: Mons, BE
Full time on-site: Yes
Time On-Site: 100%
Total Scope of the request (hours): 700
Required Start Date: 15 April 2024
End Contract Date: 31 December 2024
Required Security Clearance: NATO SECRET
Duties and Role:
Under the direction of the ESOC Planning amp; Innovation Section Head, the incumbent will perform duties such as the following:
- Provide support to explore sourcing opportunities, fostering a culture to forward-thinking approaches.
- Assist in implementing agile work practices, collaborating with internal and external stakeholders.
- Ensure alignment with established governance and strategies regarding innovation and sourcing within ESOC.
- Contribute with inventive strategies to business units; assist in developing business cases, budget estimations, and process flows, linking strategic execution with innovative ideas.
- Provide support in driving service enhancements by utilizing key performance indicators and critical success factors in service delivery.
- Participate in monitoring progress in processes and technology, aiding teams in integrating new methods smoothly.
- Support the introduction of enhancements through the operational application of automation and innovative approaches.
- Assist in maintaining the CI Register and contribute to board meetings tracking the progression of identified improvements.
- Contribute to maintaining documentation of risks, threats, vulnerabilities, and mitigation actions.
- Support risk management activities within specific functions, technical areas, or projects.
- Assist in identifying, assessing, and coordinating mitigation strategies for risks, involving pecialists and domain experts as necessary.
- Participate in requirement gathering, scoping, and planning phases of projects, collaborating with stakeholders to define project development models.
- Aid in preparing and maintaining acceptance criteria for projects transitioning to Service Operations.
- Support monitoring project transition and coordinate corrective actions when necessary to ensure appropriate stakeholder engagement.
- Provide backup support for higher-grade staff, if required.
- Perform other duties as may be required.
Requirements
Skill, Knowledge amp; Experience:
- The candidate must have a currently active NATO SECRET security clearance
- Higher vocational training in a relevant discipline with 2 years post-related experience. Or a secondary educational qualification with 4 years post-related experience.
- Practical experience in the implementation of ITIL Service Operations processes, preferably in an Operations Centre environment.
- Experience working in a large corporate environment with matrixed structures.
- Familiarity with analyzing and reviewing business processes, project management, and preparing business documentation.
- Exposure to assessing feasibility of business process changes and recommending new approaches, with the ability to manage execution of business process improvements.
- Good knowledge and experience of Telecommunications/Network/Information Technology solutions and products.
Desirable Experience and Education:
- PRINCE2 Foundation or Agile PM or equivalent
- ITIL V3 or 4 Foundation or equivalent
- ITIL CSI or Six Sigma Green belt or equivalent
- Business Analysis Management or equivalent
- Prior experience of working in an international environment comprising both military and civilian elements;
- Knowledge of NATO responsibilities and organization, including ACO and ACT.
Language Proficiency:
- A thorough knowledge of one of the two NATO languages, both written and spoken, is essential and some knowledge of the other is desirable.
NOTE: Most of the work of the NCI Agency is conducted in the English language.