Senior Technician
Il y a 7 mois
**Senior Technician (Service Desk)
- **Working Location**:Mons, Belgium**
- **Security Clearance**: NATO Secret**
- **Language**:High proficiency level in English language
**EXPERIENCE AND EDUCATION:
**Essential Qualifications/Experience:
- Higher vocational training in a relevant discipline with 2 years post-related experience. Or a secondary educational qualification with 4 years post-related experience
- Practical experience in the implementation of ITIL Service Operations processes, preferably in an Operations Centre environment
- Experience working in a 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 the ability to manage execution of business process improvements
- Good knowledge and experience of Telecommunications/Network/Information Technology solutions and products
- A thorough knowledge of one of the two NATO languages, both written and spoken, is essential and some knowledge of the other is desirable
**Desirable Qualifications/Experience**:
- 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 an international environment comprising both military and civilian elements
- Knowledge of NATO responsibilities and organization, including ACO and ACT
**DUTIES/ROLE**:
- Provide support to explore sourcing opportunities, fostering a 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
- Assist in maintaining the CI Register and contribute to board meetings tracking the 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
- Working hours based on a shift pattern might be required
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