Change & Problem Management Specialist

il y a 6 jours

Brainel'Alleud, Belgique Spektrum Temps plein

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.

**Who 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 used by NATO's military commanders 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.

Overall, the NCIA plays a critical role 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.

In order to provide these critical services, in the modern evolving dynamic environment the NCI Agency needs to build and maintain high performance engaged workforce. The NCI Agency workforce strategically consists of three major categorises: 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 make up approximately 15 percent of the total workforce.

**Role Duties and Responsibilities**

Under the direction of the Service Delivery Manager, the incumbent will perform duties such as the following:
**Change Management**
- Collaborate with cross-functional teams to assess, authorize, and oversee changes to our IT environment.
- Evaluate change requests, ensuring they align with business objectives and minimize risks.
- Maintain a robust change management process, including documentation, communication and post-implementation reviews.
- Facilitate change advisory board (CAB) meetings and ensure timely approvals.
- Monitor the impact of changes and address any issues promptly

**Problem Management**
- Investigate recurring incidents and identify underlying root causes.
- Conduct thorough root cause analyses to prevent similar incidents from reoccurring.
- Conduct post-incident reviews when required.
- Collaborate with technical teams in order to assure permanent fixes are implemented.
- Maintain a problem knowledge base for reference and continuous improvement.
- Proactively identify potential problems and work towards preventive measures.
- Proactively contribute to CI (Continual Improvement) activities.

**Release Management (Secondary Scope)**
- Assist in coordinating software releases, updates, and patches.
- Collaborate with development and testing teams to ensure smooth deployment.
- Document release processes and procedures.
- Monitor release schedules and communicate status to stakeholders.
- Participate in post-release evaluations and lessons learned sessions.

**Essential Skills and Experience**
- Minimum of 3 years of hands-on experience in change and problem management.
- Familiarity with ITIL best practices and framework.
- Familiarity with, at least one, Problem Management methodology (Kepner-Tregoe, Five Why's, Fishbone or other. Any certification in this field will be a plus).
- Exposure to release management processes.
- Strong analytical and problem-solving skills.
- Excellent communication and collaboration abilities.
- Ability to work effectively in a dynamic, fast-paced environment

**Education**
- Bachelor's degree in computer science, Information Technology, or related field (or equivalent experience).
- Certifications: ITIL Foundation certification (ITIL 4 and higher-level ITIL certifications are a plus).

**Desirable Experience and Education**
- Prior experience of working in an international environment comprising both military and civilian elements.
- Knowledge of NATO responsibilities and organization, including ACO and ACT.

**Competencies or Personal Attributes**

**Delivering Results and Meeting Customer Expectations**
- Focuses on customer needs and satisfaction.
- Sets high standards for quality and quantity.
- Monitors and maintains quality and productivity.
- Works in a systematic, m

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