C004259 ESOC User Experience (UX) Analyst (NS) - THU 12 Jun

仕事内容

Deadline Date:Thursday 12 June 2025

Requirement: ESOC User Experience (UX) Analyst

Location: Mons, BE

Full Time On-Site: Yes

Time On-Site: 100%

Total Scope of the request (hours): 1000

Required Start Date: 21 July 2025

End Contract Date:31 December 2025

Required Security Clearance: NATO SECRET

Duties and Role:

Under the direction of the Head of Service Delivery Support Section, the incumbent will perform duties such as the following:

• Champion a culture of user-centric design in IT support operations
• Monitor User Feedback Channels
• Analyse Support Interaction Data
• Engage with Centralized Service Desk Team
• Deal with Customer and escalate internally at various levels in conjunction with ESOC management
• Log and Prioritize UX Issues or Insights
• Prototype or Recommend Improvements
• Support or Conduct User Research
• Prepare UX Insight Reports
• Facilitate UX Review Sessions
• Update Stakeholders
• Document Lessons Learned and Patterns
• Introduce improvements by leveraging automation and innovative approaches
• Enable continual service improvement through the effective use of metrics in support of critical success factors and key performance indicators used to manage user satisfaction
• 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 2 years post-related experience. Or a secondary educational qualification with 4 years post-related experience
• Experience recognizing key user experience principles including usability, accessibility, and journey mapping
• Experience collecting and analysing qualitative and quantitative user feedback related to IT support (compliments, complaints, user journey drop-off points)
• Experience interpreting simple user feedback (e.g., survey results, comments)
• Experience designing and facilitating feedback loops with end users (e.g., surveys, interviews, focus groups) to identify UX priorities aligned with operational goals
• Experience interpreting analytics and behaviour tracking data to make design or workflow recommendations
• Experience advising on service portal design and enhancements with a focus on intuitive interaction and improved self-service success rates
• Familiar with common IT service tools (e.g., ITSM platforms like BMC)
  
  

Desirable Experience and Education:

• Demonstrated understanding of the ITIL-based service management and core service desk processes (incident, request, and knowledge)
• Experience conducting user journey mapping sessions to identify friction in digital service interactions (e.g., service portal, ticket submission)
• Experience collaborating with Service Desk and Knowledge Management teams to implement usability improvements
• Experience in supporting small pilots or experiments (e.g., A/B testing of self-service forms or knowledge article layouts)
• Experience identifying appropriate priorities against the ongoing activities and tasks being performed
• 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 work across the organization to build a compelling Knowledge Service and reporting capability
• Exposure to the CSI process and the process improvement methodologies such as the Deming Cycle
• Prior experience of working in an international environment comprising both military and elements
• Knowledge of NATO responsibilities and organization, including ACO and ACT
• Analytics: Level 3, User Experience: Level 4, Business Analysis: Level 3, Business Process Improvement: Level 2, Relationship Management: Level 3, Incident Management: Level 2, Knowledge Management: Level 2