ITSM Administrator (NS)

Jobinhalt

Spektrum have a wide range of exciting opportunities in several global locations.

We are always looking to add great new talent to our team and look forward to hearing from you.

Spektrum supports apex purchasers (NATO, UN, EU, and National Government and Defence) and their Tier 1 supplier ecosystem with a wide range of specialist services. We provide our clients with professional services, specialised aerospace and defence sales, delivery, and operational subject matter expertise. We seek personnel to join our team and support key client projects.

Whom We Are Supporting

The NATO Communication and Information Agency (NCIA) is responsible for providing secure and effective communications and information technology (IT) services to NATO’s member countries and its partners. The agency was established in 2012 and is headquartered in Brussels, Belgium.

The NCIA provides a wide range of services, including:

• Cyber Security: The NCIA provides advanced cybersecurity solutions to protect NATO’s communication networks and information systems against cyber threats.
• Command and Control Systems: The NCIA develops and maintains the systems that NATO’s military commanders use to plan and execute operations.
• Satellite Communications: The NCIA provides satellite communications services to enable secure and reliable communications between NATO forces.
• Electronic Warfare: The NCIA provides electronic warfare services to support NATO’s mission to detect, deny, and defeat threats to its communication networks.
• Information Management: The NCIA manages NATO’s information technology infrastructure, including its databases, applications, and servers.
  
  

Overall, the NCIA is critical in ensuring the security and effectiveness of NATO’s communication and information technology capabilities.

The program

Assistance and Advisory Service (AAS)

The NATO Communications and Information Agency (NCI Agency) is NATO’s principal C3 capability deliverer and CIS service provider. It provides, maintains, and defends the NATO enterprise-wide information technology infrastructure to enable Allies to consult together under Article IV and, when required, stand together in the face of attack under Article V.

To provide these critical services in the modern, evolving, dynamic environment, the NCI Agency must build and maintain a high-performance-engaged workforce. The NCI Agency workforce strategically consists of three major categories: NATO International Civilians (NIC)s, Military (Mil), and Interim Workforce Consultants (IWC)s. The IWCs are a critical part of the overall NCI Agency workforce and comprise approximately 15 percent of the workforce.

Duties and Role:

Under the direction of the Section head, the function of ITSM Administrator is responsible for:

• Provide Level 1 (First Line) and Level 2 (SME) Support of the ITSM Applications. Work as assignee and coordinator of the SMC Support Group tickets in accordance with the defined SLA goals.
• Support the ITSM Applications by performing health checks, configurations, validating data integrity, IT Service Continuity Management and Recovery.
• Implement procedures, tools and techniques for monitoring and managing the health and performance of the ITSM applications.
• Document the design and configuration of the ITSM applications and the required operating procedures.
• Proactively engage in the Continual Service Improvement of the assigned systems
• Develop, test, update and manage the Service Request Definitions in the Service Request Portal
• Create and maintain the necessary ITSM reports
• Deliver the ITSM applications services following the best practice standards
• Perform other duties as may be required
• All work is conducted on-site at NATO HQ Brussels.
  
  

Requirements

Skill, Knowledge & Experience:

• At least 3 years of experience in IT Service Management based on BMC ITSM Suite, BMC Service Request Management and BMC Smart Reporting.
• System Management knowledge of Windows and Linux Operating Systems.
• Advanced skills in MS Office Suite (Word, Excel, Outlook, PowerPoint).
• Experience and certification in IT Service Management (i.e. ITIL V3 or V4).
• A thorough knowledge of English language (most of the work of the NCI Agency is conducted in English language)
  
  

Desirable:

• BMC Certification in IT Service Management based on BMC ITSM Suite, BMC Service Request Management and BMC Smart Reporting.
• Prior experience and references of working in an international environment comprising both military and civilian elements.
• Some knowledge in MS SQL Database administration, performance management, data modelling and data representation.
• Experience in large IT infrastructure (data centres, networking, security, end user devices) implementation projects.
  
  

Personal Competencies:

• Upholds ethics and values, demonstrating integrity in diverse teams
• Accepts organizational and individual responsibilities towards the goals of NCIA
• Establish good relationships with colleagues and customers at all levels
• Results and customer oriented, consistently achieving the branch goals
• Accept demanding goals with enthusiasm and work hard to achieve them
  
  

Working Policy

• Onsite
  
  

Travel

• Travel to other NATO location may be required
  
  

Security Clearance

• Must have a currently active NATO SECRET security clearance
  
  

Contract Duration

• Required Start Date: As soon as possible
  
  

We never know what new opportunities might be just over the horizon. If this opportunity isn’t for you please feel free to send us your resume anyway and be the first to know if something suitable for your skills and experience comes up.