C003419 - Snr Tech (Service Desk) (NS) - FRI 1 Mar - MONS

Job content

• Provide support to explore sourcing opportunities, fostering 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 introduction of enhancements through operational application of automation and innovative approaches.
• Assist in maintaining CI Register and contribute to board meetings tracking 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.
  
  

• Contractor must have a currently active NATO SECRET security clearance
• Higher vocational training in relevant discipline with 2 years post-related experience, or secondary educational qualification with 4 years post-related experience.
• Practical experience in implementation of ITIL Service Operations processes, preferably in Operations Centre environment.
• Experience working in 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 ability to manage execution of business process improvements.
• Good knowledge and experience of Telecommunications / Network / IT solutions and products.
  
  

• 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 international environment comprising both military and civilian elements;
• Knowledge of NATO responsibilities and organization, including ACO and ACT.
  
  

• Thorough knowledge of one of two NATO languages (English/French), both written and spoken, is essential and some knowledge of the other is desirable.