RFQ was relaunched as all previously submitted quotes were found not compliant due to the following reason: submitted candidates are technicians and do not have the skills for the business processes, leading innovation, requirement gathering, business cases. Someone who can be quickly operational is required. The proposed position does not match with candidates' skills.
Deadline Date: Monday 6 May 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: 17 June 2024
End Contract Date: 31 December 2024
Required Security Clearance: NATO SECRET
Duties and Role:
Under the direction of the ESOC Planning & 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 specialists 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 & 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.
