Data Analyst

Il y a 6 mois

Mons, 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 ESOC OPT Leader, the incumbent will perform duties such as the following:
**Operational Processes Analysis.**
- A firm understanding and level of 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
- Understanding of Process Definition and Documentation, business analyst processes. (Create exception and ESOC specific reports relating Incident Management)
- Experience of Customer Facing activities such as Service Reviews, Customer CABs, Project Boards (Able to obtain customer feedback on the state of play and report internally)
- Ability to deal with Customer and escalate internally at various levels in conjunction with ESOC management
- Diagnoses the underlying drivers of performance gaps IT Service Management toolsets.
- Able to interpret data to transform it into valuable business insights that are used to improve business operations and foster data-driven decision-making.
- Collect data, process and perform statistical analyses on large service Management Toolsets (Note: the Agency's main toolset is BMC Remedy ITSM).
- Has the ability to analyse, model and interpret data to drive continual service improvement in ITSM.
- Introduce improvements by leveraging automation and innovative approaches

**Continual Service Improvements.**
- Enable continual service improvement through the effective use of metrics in support of key performance indicators and critical success factor used to manage service delivery
- Exposure to the CSI process and the process improvement methodologies such as the Deming Cycle (If things aren't working propose an alternative process to ESOC Management)
- Identifies strengths and weaknesses in IT support
- Investigates problems in processes and services and assists with the implementation of agreed remedies and preventative measures
- Performs other duties as may be required.

**Essential Skills and Experience**
- Analytics: Level 4,
- Data Visualisation: Level 4,
- Business analysis: Level 4,
- Business process improvement: Level 5,
- Relationship Management: Level 4,
- Incident management: Level 5,
- Knowledge management: Level 3

**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 s

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