Itsm Technician

NATO offers you more than a job. It gives you a mission: building peace and security for one billion people in Europe and North America. The NATO Communications & Information Agency (NCIA) is leading NATO’s Digital Transformation. Based in Mons, Belgium the ITSM Technician plays a key role in supporting the daily operation and maintenance of the IT Service Management (ITSM) technical solutions.

**Who we are:
NCIA acquire, deploy and defend communications systems for NATO's political decision-makers and Commands; the agency is on the frontlines against cyber-attacks, working closely with governments and industry to help NATO keep its technological edge.

**The role:
The ITSM Technician will be working for the Service Management and Control (SMC) Branch that covers the full lifecycle of support (strategy, design, transition, operation and continuous service improvement, including Subject Matter Expertise) for Service Delivery. It provides the authoritative data for meeting Service Level Agreement targets and Key Performance Indicators through Service Level Management, implementing and maintaining an Enterprise IT Service Management tools. SMC enables standardised, repeatable ways of working across the NATO enterprise holding the Governance of all ITIL Processes; enables Network Protection via Change, Configuration, Patch, and Release & Deployment Management. SMC is responsible for creating technology stability and discipline.

Working within a small, highly specialised and international team, the ITSM Technician will help maintain an Enterprise IT Service Management (ITSM) toolset, assist in defining the service architecture, conduct analysis and development of technical solutions, and provide front line maintenance and support from the NCIA Enterprise Service Operations Centre (ESOC). These technical solutions cover the broad range of Service Management workflow engines (BMC Remedy as ITSM), a Configuration Management Database, reporting infrastructure, dashboards, and discovery tools.

Your primary responsibility will be the Single Point of Contact for the ITSM service for all types of requests, including incident, service requests and change requests. You will triage these requests, assign priority, escalate, repair or fulfil. ITSM housekeeping will be essential in maintaining high availability of the Service that supports NATO Operations and Missions.
- Maintain configuration control over the ITSM architecture on both development and production environments
- Maintain foundation data, including service offerings for the ITSM Service
- Maintain service continuity and act upon Business Continuity and Disaster Recovery Plans
- Create training material, documentation and procedures to support the ITSM Service

**About you:
You easily establish good relationship and are able to relate to people at all levels. You produce new ideas, approaches and insights to deliver innovative solutions to problems. Able to adapt to changing circumstances you can manage ambiguity, accept new ideas and change initiatives, further to this you have:

- Higher vocational training in a relevant discipline with 3 years post-related experience. Or a secondary educational qualification with 5 years post-related experience.
- 2 years of working experience in:

- IT Service Management based on BMC ITSM Suite and Atrium CMDB (9.x or above);
- System Management knowledge of Microsoft Operating Systems and Red Hat Linux
- Excellent skills in RDBMS (Oracle/SQL Server) database administration, performance management and analysis, data modelling and data representation
- Mandatory ITIL Foundation (v3 or newer)

**What do we offer?
- Genuinely meaningful work as part of the most successful alliance in history
- Initial three year contract with competitive monthly tax-free salary of 4,608 EUR p/m and household & children’s allowances
- Privileges for expatriate staff including expatriation and education allowances (where appropriate) and additional home leave
- Excellent private health insurance scheme
- Generous annual leave of 30 days plus official holidays
- Retirement Pension Plan

To learn more about NCI Agency, our mission and goals take a few moments to visit our website.