2886 Process Definition Support Specialist

☞ Contact One Communications, Inc.

View: 99

Update day: 18-11-2025

Location: Braine-l’Alleud Walloon Brabant

Category: IT - Software IT - Hardware / Networking Information Technology

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Job content

  • Request and Incident Management
  • IT Service Management (ITSM) systems
  • ITIL

SCOPE OF WORK
  • Define the entire lifecycle for handling service requests, from submission through resolution.
  • Establish clear categories, prioritization, and classification guidelines taking into account ITIL best practices, industry best practice and Purchaser’s specifics.
  • Integrate with existing IT systems and platforms to streamline request intake and fulfilment.
  • Establish workflows for routine service request scenarios (e.g., hardware/software requests).
  • Work with Purchaser’s stakeholders (e.g. Service Delivery Managers) to be aligned with supported IT services.
  • Collaborate with Service Engineers to ensure self-service forms capture all necessary details for effective issue resolution.
Incident Management Process Definition:
  • Design incident management processes to ensure swift detection, classification, prioritization, and resolution.
  • Develop a framework for incident escalation and communication with affected users.
  • Work with Purchaser’s stakeholders (e.g. Service Delivery Managers) to be aligned with supported IT services.
  • Collaborate with Service Engineers to ensure self-service forms capture all necessary details for effective issue resolution.
Process Documentation and Standard Operating Procedures and Instruction (SOPs, SOIs):
  • Provide detailed documentation of all processes, workflows, Standard Operating Procedures (SOPs) and Standard Operating Instruction (SOIs) for Service Requests and Incident Management, delivering the Service Request Definition Model (SRDM) as per Purchaser’s standard, managing NDWC’s scope as a business area (BA) and underlying service provided by other BAs.
Integration with ITSM Tools:
  • Evaluate and advise on the integration of Service Request and Incident Management processes with existing IT Service Management (ITSM) tools.
  • Define automation opportunities for repetitive tasks, notifications, and escalations.
Business Requirements Analysis
  • Engage with Purchaser’s stakeholders to gather and analyse business needs.
  • Translate requirements into structured, functional specifications for form design.
Continuous Improvement & Maintenance
  • Monitor the initial rollout of the new processes and make recommendations for improvement.
  • Regularly review, enhance, and optimize existing forms for improved efficiency.
  • Ensure compliance with NATO’s evolving operational and security standards.
User Feedback & Experience Enhancement
  • Collect insights through opinion polls, discussions, and feedback loops.
  • Implement improvements based on user experiences and operational needs.
PLACE OF PERFORMANCE
The deliverables will be produced on-site at Purchaser’s premises in Braine L’Alleud.

The working environment is a typical office working environment.

WORKING HOURS
The Contractor staff is expected to follow the Purchaser’s working hours—Monday to Thursday from 08h30 until 17h30 and Friday from 08h30 until 15h30 and observe Purchaser’s official holidays.

The Purchaser’s official holidays may differ from the public holidays in the Host Nation.

TRAVEL
Depending on Purchaser’s priorities, travel may be required to both NATO and non-NATO nations.

Travel expenses will be reimbursed.

SECURITY
  • Part of the work will involve handling classified networks, therefore, a valid security clearance at NATO SECRET level is required for the Contractor’s staff undertaking this project.
REQUIREMENTS
To efficiently and effectively deliver the Service, the Contractor personnel shall possess at a minimum the qualifications and skills in the following areas:
  • At least 10 years experience and proficiency in IT Service Management (ITSM) systems (e.g., ServiceNow, BMC Remedy).
  • At least 5 years experience in process frameworks (e.g. Scrum, Agile)
  • At least 5 years experience in and deep understanding of ITSM engine logic, modules and workflows supporting forms and questionnaires.
  • At least 2 years proven experience in designing questionnaires and forms for ITSM SmartIT.
  • At least 5 years experience in advanced skills in Microsoft Excel.
  • At least 5 years experience and practical knowledge of SharePoint and Office Suite.
  • (Desirable) At least 2 years experience and familiarity with scripting languages (e.g., JavaScript) is an advantage.
  • At least 10 years experience and strong understanding of IT service management processes and best practices.
  • At least 5 years experience and familiarity with support request workflows and service request management
  • At least 5 years experience and proven ability to analyze and document business requirements
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Deadline: 02-01-2026

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