Change Management Analyst

Spektrum supports apex purchasers (NATO, UN, EU, and National Government and Defence) and their Tier 1 supplier ecosystem with a wide range of specialist services. We provide our clients with professional services, specialised aerospace and defence sales, delivery, and operational subject matter expertise. We are looking for personnel to join our team and support key client projects.

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.


• Information Management: The NCIA manages NATO's information technology infrastructure, including its databases, applications, and servers.

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 ID – C004656

Role Duties and Responsibilities

• Participate on Collaborate with cross-functional teams to assess, authorize, and oversee changes to our IT environment.


• Technically evaluate change requests, ensuring they align with business objectives and minimize risks.


• Maintain a robust change management process, including documentation, communication, and post-implementation reviews.


• Facilitate change advisory board (CAB) meetings and ensure timely approvals.


• Monitor the impact of changes and address any issues promptly.


• Investigate recurring incidents and identify underlying root causes, preparing the PIR (Post Incident Reviews) and RCA (Root Cause Analyze) documents.


• Conduct thorough root cause analyses to prevent similar incidents from reoccurring.


• Collaborate with technical teams to implement permanent fixes.


• Maintain a problem knowledge base for reference and continuous improvement.


• Proactively identify potential problems and work towards preventive measures.


• Plan the configuration management process.


• Identify the configuration management data as well as CIs and associated stakeholders.


• Control the CIs or the receipts, as well as deviations from those receipts.


• Make sure the configuration items in the CMDB are up to the standards and is updated regularly.


• Keep track of the changes made in the configuration and report to management about compliancy failures.


• Support in creation of the Purchase Requests (PR), Internal Requests (IR) in our internal system (EBA), also following up the lifecycle of PRs.


• Support in the receipting process into internal system (EBA) and also creation of the work confirmation for the payment of the invoices.


• Support with tracking the hours allocated to the project team in the support of the projects in our internal system Service Now (SNOW).


• Support with preparing the necessary paperwork to bring in third party contractors (from HP, Cisco, etc.) to the different NATO facilities but mainly BLA and SHAPE.


• Support in 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.

Essential Skills, Experience and Certifications

• Minimum of 3 years of hands-on experience in Service management tools like ITSM, JIRA, BMRC Rhapsody or similar Incident management systems for IT products/services.


• Minimum of 3 years of hands-on experience in Configuration and Service management tools like ServiceNow, BMC Helix, SolarWinds Service Desk, Jira, ManageEngine ServiceDesk or similar Incident management systems for IT products/services.


• Minimum 2 years working with resource management systems like ServiceNow or similar ones.


• 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.


• Strong analytical and problem-solving skills. Excellent communication and collaboration abilities. Ability to work effectively in a dynamic, fast-paced environment.


• Familiar with different admin activities in NATO or any other government/military organization. Analytical thinking and active listening. Knowledge of NATO financial and resource management applications, like (EBA, SNOW, etc.)

Education

• Bachelor's degree in Finance, business administration, or related field (or equivalent experience).

Working Location

• Mons, Belgium

Working Policy

• On-site

Travel

• Some travel to other NATO sites may be required

Security Clearance

Valid National or NATO Secret personal security clearance