Job Description
EXPERIENCE AND EDUCATION:
Essential Qualifications/Experience:
Skill/Technology
Proficiency Level
Experience Required
Key Areas of Expertise
Education
Advanced
3+ years
Bachelor’s degree in Computer Science, Information Technology, or related field (or equivalent experience)
Change Management
Advanced
3+ years
Minimum of 3 years of hands-on experience in change management and problem management
Configuration Management
Intermediate
2+years
Minimum 2 years in configuration management or in a similar capacity
ITIL Foundation Certification
Advanced
3+ years
ITIL Foundation certification (higher-level ITIL certifications are a plus). Familiarity with ITIL best practices and frameworks
Knowledge of NATO
Intermediate
2+years
Knowledge of NATO responsibilities and organization, including ACO and ACT. This can be compensated with equal or more amount of time spent in a governmental position or a military position
Soft Skills
Advanced
3+ years
Strong analytical and problem-solving skills. Excellent communication and collaboration abilities. Ability to work effectively in a dynamic, fast-paced environment
Admin skills
Intermediate
2+years
Familiar with different admin activities in NATO or any other government/military organization. Analytical thinking and active listening
DUTIES/ROLE:
· Change Management
ü Participate on Collaborate with cross-functional teams to assess, authorize, and oversee changes to our IT environment
ü Evaluate change requests, ensuring they align with business objectives and minimize risks
ü Maintain a robust change management process, including documentation, communication, and post-implementation reviews
ü Facilitate change advisory board (CAB) meetings and ensure timely approvals
ü Monitor the impact of changes and address any issues promptly
· Problem Management
ü Investigate recurring incidents and identify underlying root causes
ü Conduct thorough root cause analyses to prevent similar incidents from reoccurring
ü Collaborate with technical teams to implement permanent fixes
ü Maintain a problem knowledge base for reference and continuous improvement
ü Proactively identify potential problems and work towards preventive measures
· Configuration Management (Secondary Scope):
ü Plan the configuration management process
ü Identify the configuration management data as well as Cis and associated stakeholders
ü Control the CIs or the receipts, as well as deviations from those receipts
ü Make sure the configuration items in the CMDB are up to the standards and is updated regularly
ü Keep track of the changes made in the configuration and report to management about compliancy failures
· Principal Assistant / Admin Activities
ü Assist in the creation of the Purchase Requests (PR) in our internal system, also following up the lifecycle of PRs
ü Assist and prepare the necessary paperwork to bring in third party contractors (from HP, Cisco, etc.) to the different NATO facilities but mainly BLA and SHAPE
ü Responsible for preparing and managing the paperwork for the creation of new NATO CIS accounts for third party contractors and all the other processes related to that