C003713 Principal Assistant Operations Business Analyst (NS) - WED 28 Aug

Contenuto del lavoro

Deadline Date:Wednesday 28 August 2024

Requirement: Principal Assistant Operations Business Analyst

Location: Mons, BE

Full Time On-Site:Yes

Time On-Site:100%

Total Scope of the request (hours): 750

Required Start Date: 7 October 2024

End Contract Date: 31 December 2024

Required Security Clearance: NATO SECRET

Duties and Role:

Problem Investigation and Resolution:

• Investigate problems in IT support (processes and services) and assist during the implementation of agreed remedies and preventative measures
• Contribute to converting problems into solutions or new opportunities / initiatives
  
  

Process and Strategy Analysis:

• Perform operational processes analysis
• Analyse, advise on, and contribute to implement processes, strategies, and functions
• Collect and analyse information and present findings on issues, carrying out or coordinating research as required and preparing reports
  
  

Data Analysis and Interpretation:

• Collect data, process, and perform statistical analyses on large Service Management Toolsets (Note: the Agency’s main toolset is BMC Remedy ITSM)
• Analyse, model, and interpret data that will drive continual service improvement in ITSM
• Interpret data to transform it into valuable business insights that are used to improve business operations and foster data-driven decision-making
  
  

Service Improvement and Innovation:

• Diagnose the underlying drivers of performance gaps in the IT Service Management toolsets
• Identify improvements by leveraging automation and innovative approaches
• Contribute to the dentification of appropriate priorities against the ongoing activities and tasks being performed
• Contribute to continual service improvement through the effective use of metrics in support of critical success factors and key performance indicators used to manage service delivery
  
  

Stakeholder Consultation and Requirements Gathering:

• Consult stakeholders (individually or by means of facilitating group sessions such as Joint Application Development (JAD)) to identify comprehensive business requirements
• When required document business requirements for all stakeholders
• Translate the business requirements into System/Functional requirements
• When dealing with customers and if required, escalate internally at various levels in conjunction with ESOC management
  
  

Miscellaneous Duties:

• Identify and research best practices
• 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 3 years post-related experience. Or a secondary educational qualification with 5 years post-related experience
• Experience in data analysis utilising Business Intelligence and Data Management (Report on effectiveness of the Incident Management process and underlying tools)
• Experience in the use of Service Reporting / Presentation of Technical data to different audience types (Internal Management Service Reporting)
• Knowledge of ITIL Service Management - primarily Incident Management / Service Level Management
• Experience on Process Definition and Documentation, business analyst processes. (Create exception and specific reports relating Incident Management)
• Experience of Customer Facing activities such as Service Reviews, Customer CABs, Project Boards
• Experience to the CSI process and the process improvement methodologies such as the Deming Cycle (If things aren’t working, propose an alternative process Management)
  
  

Desirable Experience and Education:

• Good analytic and problem solving skills and experience of working in a service team
• Strong time management skills and ability to juggle multiple tasks at once
• Able to collect and use feedback from customers and stakeholders to help measure effectiveness of stakeholder management and their issues
• Experience building compelling Knowledge Service and reporting capabilities
• Prior experience of working in an international environment comprising both military and civilian personnel