IT Service Management Specialist

Il y a 5 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.

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 categorise's: 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**
- Operating, supporting, and maintaining integration platform technologies such as MuleSoft and Apache ActiveMQ.
- Analysing, developing and implementing Service Management workflows based on BMC ITSM, Discovery and Atrium CMDB
- Analysing user requirements, providing recommendations for procedural or system solutions, creating product and design specifications and preparing technical documentation
- Analysing, developing and implementing of automated incident management, request fulfilment and change management workflow software
- Analysing, developing and implementing reporting infrastructure and data models based on Oracle database and MS SQL Server database;
- Creating automated data collections and reports for ad-hoc requirements, in close coordination with customers; Prepare test data, design and execute tests as outlined by the list of deliverables and the user acceptance tests
- Analysing, designing, and developing request options (includes Service Request Definitions and DWP Catalogue/Service Broker) to support the Agency process and procedures and best leverage the self-service functionality
- Designing and implementing automation projects using the tools available and within the given timelines
- Contributing efforts on risk analysis
- Continously optimizing the tools, equipment and internal processes/procedures in accordance with the emerging situations
- Proactively engaging in the continual improvement of support of the assigned system(s)
- Configuring and/or customising the BMC ITSM Suite in accordance with the agreed requirements
- Documenting the procedures for maintaining the foundation, process set-up and transactional data of the BMC ITSM system including the network infrastructure and CMDB data

**Essential Skills and Experience**
- Experience in IT Service Management based on BMC ITSM Suite and Atrium CMDB;
- At least 2 years of experience in planning, implementing, and supporting integration platform technologies. Experience with MuleSoft and Apache ActiveMQ is desired;
- At least 2 years of experience implementing service oriented architectures;
- Experience building Remedy ITSM on Microsoft technologies (Windows server 2016 and MS SQL Server 2016 and above versions) and Linux;
- System Management knowledge of Windows Operating Systems and Red Hat Linux;
- Working experience integrating various data sources (e.g. MECM) with BMC Atrium CMDB;
- Working experience with infrastructure solutions hosting Service Management tools and technology, market leading database solutions (including but not limited to MS SQL and Oracle), hypervisor solutions, storage solutions and load balancing solutions will be a plus;
- Proven ability to effectively communicate orally and in writing, with good briefing, presentation and summ

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