L3 Application Support (HR Applications and CIS Security Support)

EXPERIENCE AND EDUCATION:

Essential Qualifications/Experience:

· Technical Proficiency:

ü Understanding of end‐user devices (desktops, laptops, tablets, smartphones) running Windows OS, Android OS and Apple iPhones/iPads

ü Expert knowledge of Linux server infrastructure, Windows server infrastructure and Active Directory

ü Expert knowledge of Microsoft SQL Server 2016‐2022 and IIS based web servers

ü Expert knowledge of networking infrastructure

ü Strong background of cloud technologies and deployment

ü Expert knowledge of PKI

ü Deep understanding of security constraints and requirements in CIS

ü Deep understanding of NCIA and NATO security directives and regulations, along with understanding of industry best practices and standards

ü Familiarity with Microsoft services and tools, including Outlook, Teams, SharePoint

ü Experience and good knowledge of the following COTS technology:

o GENPACT Sequence Kinetics or Sequence Cora

o CITI Manage ID

o RLDATIX DefenceSuite / OneView

ü Experience in human resource (HR) IT applications related to personnel, posts, organizations, identity management and badges

ü Experience (at least two years) in various areas of Software Engineering including some of the following:

o Requirements elicitation and management (including non‐functional requirements for Operations & Maintenance)

o SW change management and testing

o Application release and deployment management

o Configuration management practices and tools

o Application Lifecycle Management concept and tools

ü Knowledge of NATO HR processes

ü Knowledge and experience in state‐of‐the‐art technologies, relevant to software engineering:

o Technologies and standards (at least 4 of them): HTML5, REST Services, Web Services, XML, SQL, Visual Basic for Applications

o Application server technologies and Relational data base management systems

o Programming languages and platforms like .NET, C#, JAVA, JavaScript

· Communication and Interpersonal Skills:

ü French language proficiency is of advantage

· Others:

ü Must have the nationality of one of the NATO nations

· Cloud Configuration (Azure, AWS)

ü Configure CI/CD Pipelines

ü Manage EntraID Groups and Roles

ü Manage and configure different Cloud components

· End‐User Support in relation to the following COTS applications: DefenceSuite, manageID, Sequence

ü Provide third‐level support for end‐user queries

ü Troubleshoot and resolve software issues, ensuring minimal disruption to users

ü Troubleshoot and resolve software problems, ensuring efficient use of resources and problem resolution

· Incident Logging and Tracking:

ü Log and track support incidents using the helpdesk ticketing system

ü Ensure all tickets are updated with accurate and detailed information and resolved within the agreed service levels

· Escalation:

ü Escalate complex issues to vendor support or appropriate teams when necessary

ü Follow up on escalated issues to ensure timely resolution and user satisfaction

· Knowledge Base Management:

ü Contribute to the creation and maintenance of a knowledge base, documenting common issues and solutions

ü Share knowledge and best practices with team members to improve overall service quality

· User Education:

ü Provide users with guidance and training on best practices for using HR Applications.

ü Promote self‐service tools and resources to empower users and reduce support requests.

· Technical:

ü Controlling, managing and providing access to the restricted areas managed by the business area

ü Ensuring the proper functionality and security of software and hardware managed by the NBAC

ü Monitoring HR Applications and other software managed by NBAC by identifying and reporting any problems with the infrastructure, hardware and software applications

ü Providing support to NBAC team for security approval and accreditation of software applications and CIS

ü Controlling and checking compliance with security regulations laid down by NCIA and NATO on the use of software and hardware which is part of the NBAC services

· Communication and Collaboration:

ü Communicate effectively with users to understand their issues and provide clear instructions

ü Collaborate with IT teams to resolve issues and improve service delivery