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

Problem Management

Intermediate

2+years

Minimum 2 years in configuration management or in a similar capacity. Proven experience on preparing the PIR (Post Incident Reviews) and RCA (Root Cause Analyze) documents of IT Services.

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