2024-0108 Senior Technician

Deadline Date: Tuesday 11 June 2024

Requirement: Senior Technician (Training, Engagement, and Service Management)

Location: The contractor is required to work on‐site for 50 percent of the engagement, at one of the two NATO Cloud Operations locations. The locations applicable for this engagement are limited to BRUSSELS / BEL and THE HAGUE / NLD. Travel expenses will only be reimbursed for travel outside of the chosen location, directly (outside this contract) under NATO rules.

Period of Performance:  Base period: 22nd July 2024 – 31st December 2024

Start date is as soon as possible but not later than 22nd July 2024

Required Security Clearance: NATO SECRET

1 INTRODUCTION

Supporting NATO throughout all its geographical locations, the NCI Agency is looking for a Senior Technician (Training, Engagement, and Service Management), joining the journey of NATO’s modernisation of IT services, through leveraging the public cloud (Microsoft Azure, M365 and Amazon AWS), delivering managed, protected, security‐centric and reliable IT Services.

The NATO Communications and Information Agency (NCI Agency) is dedicated to supporting NATO's strategic objectives, including the ambitious NATO 2030 agenda. As part of this commitment, we are spearheading the modernization and digital transformation of NATO’s IT services. Our focus is on leveraging public cloud technologies like Microsoft 365 and Intune, incorporating a security‐by‐design approach, and ensuring a seamless transition to a modern, collaborative workplace environment.

To achieve these goals, we are building a Cloud Operations team under the Cloud Center of Excellence, operating under the NATO Enterprise Cloud Operating Model (NECOM). The NECOM framework provides a standardized approach for cloud service management, ensuring interoperability, scalability, and security across NATO's IT infrastructure. The Cloud Center of Excellence will serve as a hub for best practices, innovation, and expertise, driving the adoption and optimization of cloud technologies within NATO. This team will play a crucial role in our journey towards providing managed, protected, and reliable End User Services.

Embracing the latest technological advancements, this initiative will foster innovation and ensure NATO remains at the cutting edge of IT capabilities. By continuously evolving and integrating new technologies, we aim to enhance operational efficiency and readiness for future challenges. This remote position offers an exciting opportunity to be at the forefront of NATO's technological evolution and contribute to the security and efficiency of our operations.

NCI Agency – Cloud Centre of Excellence (CCoE)

The Cloud Centre of Excellence (CCoE) within the NCI Agency is focused on driving successful cloud adoption and maximizing the potential of cloud technologies across the organization. It serves as a central governing body, promoting best practices, enabling knowledge sharing, and ensuring alignment between business objectives and cloud initiatives. The CCoE supports various cloud‐based solutions, ensuring their effective and efficient implementation and management. By fostering a culture of continuous improvement and innovation, the CCoE helps the NCI Agency leverage cloud technologies to enhance operational efficiency, scalability, and agility.

The NCI Agency is seeking a dynamic and skilled Senior Technician (Training, Engagement, and Service Management) to join our IT team. This role focuses on engagement and communication with the user and IKM (Information and Knowledge Management) communities through tools like Microsoft Teams, Microsoft Viva Learning, or similar training management and coordination tools. The Technician will manage and operate these platforms, integrating them with a Learning Management System (LMS), maintaining the tools, conducting reporting, and driving continuous improvement. Additionally, this position will have responsibilities related to Jira Service Desk Management, including user management, workflow management, and reporting. The Jira aspect, while desired, is not mandatory.

This role requires a blend of technical expertise, excellent communication skills, and a proactive approach to service management and user engagement.

In this role, your primary responsibilities will include managing the Viva Learning or similar training management platforms, ensuring seamless integration with the LMS, and maintaining their functionality. You will also be responsible for generating and analyzing reports to track the effectiveness of training programs and identifying areas for improvement. You will engage with the user community through Microsoft Teams, facilitating communication, and ensuring that users are aware of and can access training resources effectively.

Your responsibilities will also extend to Jira Service Desk Management. You will manage user accounts, configure workflows, and generate reports to monitor service desk performance and user satisfaction. While experience with Jira is desired, it is not mandatory for this role.

If you are a motivated technician with a passion for training, user engagement, and service management, and possess strong problem‐solving skills, we invite you to apply and join our  dynamic team. Your contributions will be vital in enhancing our training programs, improving user engagement, and ensuring efficient service management.

2 OBJECTIVES

The NCI Agency is embracing cloud services by transitioning to Microsoft 365 with a security‐centric design. This shift aims to enhance operational efficiency, collaboration, and security across the organization. We are looking for individuals with strong knowledge, a willingness to learn, and a desire to grow as part of this new challenge.

The objective of this statement of work is to establish a support and operating model for End User Services operating in the Public Cloud, with a focus on Microsoft 365 services.

3 SCOPE OF WORK

Under the direction / guidance of the local NCIA Point of Contact or the Cloud Ops Operations Manager, the Senior Technician (Training, Engagement, and Service Management) will be supporting the following activities:

1) Training Management Platform Operation:

a) Operate and maintain the Microsoft Viva Learning platform or similar.

b) Integrate the platform with the Learning Management System (LMS).

c) Ensure the platform is up‐to‐date and functioning effectively.

d) Troubleshoot and resolve issues related to the training management platform.

2) User Engagement and Communication:

a) Engage with the user and IKM communities through Microsoft Teams.

b) Facilitate communication and ensure users can access training resources.

c) Promote training programs and resources within the user community.

d) Respond to user inquiries and provide support.

3) Reporting and Analysis:

a) Generate and analyze reports on training program effectiveness and user engagement.

b) Track key performance indicators (KPIs).

c) Provide insights and recommendations for continuous improvement.

d) Present findings to stakeholders and senior management.

4) Continuous Improvement:

a) Identify areas for improvement in training programs and user engagement.

b) Implement changes and enhancements to improve effectiveness.

c) Stay up‐to‐date with the latest developments in Microsoft Viva Learning and LMS integration.

d) Proactively identify potential vulnerabilities and implement preventive measures.

5) Jira Service Desk Management:

a) Manage user accounts and permissions within Jira Service Desk.

b) Configure and optimize workflows to improve service desk efficiency.

c) Generate reports to monitor service desk performance and user satisfaction.

d) Provide support and troubleshooting for Jira‐related issues.

6) Training Program Development:

a) Develop and deliver training programs for end‐users.

b) Create training materials and documentation.

c) Conduct training sessions and workshops.

d) Evaluate the effectiveness of training programs.

7) Knowledge Base Management:

a) Create and maintain a knowledge base for users.

b) Ensure information is accurate and up‐to‐date.

c) Use analytics to understand user needs and improve content.

d) Encourage user contributions and feedback.

8) Communication Material Development:

a) Develop and disseminate communication materials and updates.

b) Create newsletters, emails, and other communications.

c) Maintain a consistent and engaging communication style.

d) Gather user feedback to refine communication strategies.

9) Collaboration with IT Teams:

a) Work closely with other IT teams to ensure cohesive service management strategies.

b) Collaborate on cross‐functional projects and initiatives.

c) Provide expertise and support for training and engagement‐related projects.

d) Participate in IT forums and discussions.

10) User Feedback and Support:

a) Gather feedback from users to improve training and engagement initiatives.

b) Conduct virtual meetings and webinars to enhance user engagement.

c) Respond to user inquiries and provide support.

d) Build and maintain relationships with key stakeholders.

The contractor will be part of a team providing Technical Level 2 and 3 support, ensuring the secure, available, managed and compliant delivery of Public Cloud Services to NATO and its Strategic Commands.

The contractor will work 50 percent remotely, providing services during Core working hours of the Cloud Operations team (Brussels / BEL).

The measurement of execution for this work is sprints, with each sprint planned for a duration of 1 week.

4 DELIVERABLES AND PAYMENT MILESTONES

The following deliverables are expected from the work on this statement of work:

Deliverable 01: 25 sprints

Payment Milestones: Upon completion of each fourth sprint and at the end of the work.

The NCIA team reserves the possibility to exercise a number of options, based on the same scrum deliverable timeframe and cost, at a later time, depending on the project priorities and requirements.

The payment shall be dependent upon successful acceptance of the Delivery Acceptance Sheet (DAS) – (Annex B) including the EBA Receipt number

Invoices shall be accompanied with a Delivery Acceptance Sheet (Annex B) signed by the Contractor and project authority.

5 COORDINATION AND REPORTING

The contractor shall participate in daily status update meetings, activity planning and other meetings as instructed, via electronic means using Conference Call capabilities, according to the Operation Managers / Team Leaders instructions.

For each sprint to be considered as complete and payable, the contractor must report the outcome of his/her work during the sprint, first verbally during the retrospective meeting and then in written within three (3) days after the sprint’s end date. The format of this report shall be a short email to the NCIA Point of Contact mentioning briefly the work held and the development achievements during the sprint.

6 SCHEDULE

This task order will be active immediately after signing of the contract by both parties

The BASE period of performance is as soon as possible but not later than 22nd July 2024 and will end no later than 31st December 2024.

7 CONSTRAINTS

All the deliverables provided under this statement of work will be based on NCI Agency templates or agreed with the project point of contact.

All code, scripts, documentation, etc. will be stored under configuration management and/or in the provided NCI Agency tools.

8 SECURITY

The duties of the consultants require a valid NATO SECRET security clearance.

All the deliverables of this project will be considered NATO UNCLASSIFIED, while access to networks exceeding this classification level is required.

With this role being of technical nature providing administrative support, a security clearance at

the NATO Secret level is required prior to the start of the engagement.

9 PRACTICAL ARRANGEMENTS

The contractor will be required to work primarily remote as part of this engagement. The Cloud Operations Team is located in BRUSSELS / BEL and THE HAGUE / NLD, with working hours to be adjusted accordingly.

The contractor will be required to work within a NATO country, following the rules and regulations applicable for the operations of NATO CIS.

The contractor is required to work on‐site for 50 percent of the engagement, at one of the two NATO Cloud Operations locations. The locations applicable for this engagement are limited to BRUSSELS / BEL and THE HAGUE / NLD. Travel expenses will only be reimbursed for travel outside of the chosen location, directly (outside this contract) under NATO rules.

This individual hired for this position will be part of the NCIA Cloud Operations Team.

Requirements

• The duties of the consultants require a valid NATO SECRET security clearance.

10 QUALIFICATIONS

The consultancy support for this work requires an experienced Senior Technician (Training, Engagement, and Service Management) with the following qualifications:

1) Training Management Platform Proficiency:

• Advanced knowledge of Microsoft Viva Learning or similar platforms.
• Experience integrating training management platforms with LMS.
• Ability to maintain and optimize these platforms.
• Proficiency in generating and analyzing training reports.

2) User Engagement:

• Strong communication skills for engaging with user and IKM communities.
• Experience facilitating communication through Microsoft Teams.
• Ability to promote training programs and gather user feedback.
• Proficiency in creating and maintaining user guides and documentation.

3) Reporting and Analysis:

• Skilled in generating and analyzing reports on training and engagement.
• Ability to provide insights and recommendations for improvement.
• Experience monitoring key metrics and trends.
• Proficiency in presenting findings to stakeholders.

4) Continuous Improvement:

• Commitment to identifying and implementing improvements in training and engagement.
• Proactive in staying current with developments in Microsoft Viva Learning and LMS integration.
• Ability to participate in professional development and training opportunities.
• Experience implementing changes and enhancements.

5) Jira Service Desk Management:

• Knowledge of managing user accounts and permissions in Jira.
• Experience configuring and optimizing Jira workflows.
• Ability to generate and analyze service desk performance reports.
• Management and coordination of the Timesheet Module.

6) Training Program Development:

• Skilled in developing and delivering training programs.
• Experience creating training materials and documentation.
• Ability to conduct training sessions and workshops.
• Proficiency in evaluating the effectiveness of training programs.

7) Knowledge Base Management:

• Experience creating and maintaining a knowledge base.
• Ability to ensure information is accurate and up‐to‐date.
• Skilled in using analytics to understand user needs and improve content.
• Experience encouraging user contributions and feedback.

8) Communication Material Development:

• Skilled in developing and disseminating communication materials.
• Experience creating newsletters, emails, and other communications.
• Ability to maintain a consistent and engaging communication style.
• Proficiency in gathering user feedback to refine communication strategies.

9) Collaboration with IT Teams:

• Ability to work closely with other IT teams.
• Experience collaborating on cross‐functional projects and initiatives.
• Skilled in providing expertise and support for training and engagement‐related projects.
• Proficiency in participating in IT forums and discussions.

10) User Feedback and Support:

• Skilled in gathering feedback from users.
• Experience conducting virtual meetings and webinars.
• Ability to respond to user inquiries and provide support.
• Proficiency in building and maintaining relationships with key stakeholders.

11) Others:

• The candidate has strong customer relationship skills, including negotiating complex and sensitive situations under pressure.
• Full proficiency in the English language. French language proficiency is of advantage.
• The candidate must have the nationality of one of the NATO nations.
• The candidate must possess a NATO Secret Security Clearance or national equivalent.

This role is critical for maintaining efficient IT support operations and ensuring users receive timely and effective assistance with their devices and Microsoft 365 services. As a Senior Technician in Training, Engagement, and Service Management, you will handle complex issues, support advanced configurations, and play a key role in strategic planning and implementation of training and engagement solutions. If you are a motivated technician with strong problem‐solving skills, full proficiency in English, and a passion for training and user engagement, we invite you to apply and join our dynamic team.