ESOC User Experience (UX) Analyst

EXPERIENCE AND EDUCATION:

Essential Qualifications/Experience:

·         Higher vocational training in a relevant discipline with 2 years postrelated experience. Or a secondary educational qualification with 4 years post-related experience

·         Experience recognizing key user experience principles including usability, accessibility, and journey mapping

·         Experience collecting and analysing qualitative and quantitative user feedback related to IT support (compliments, complaints, user journey drop-off points)

·         Experience interpreting simple user feedback (e.g., survey results, comments)

·         Experience designing and facilitating feedback loops with end users (e.g., surveys, interviews, focus groups) to identify UX priorities aligned with operational goals

·         Experience interpreting analytics and behaviour tracking data to make design or workflow recommendations

·         Experience advising on service portal design and enhancements with a focus on intuitive interaction and improved self-service success rates

·         Familiar with common IT service tools (e.g., ITSM platforms like BMC)

·         Demonstrated understanding of the ITIL-based service management and core service desk processes (incident, request, and knowledge)

·         Experience conducting user journey mapping sessions to identify friction in digital service interactions (e.g., service portal, ticket submission).

·         Experience collaborating with Service Desk and Knowledge Management teams to implement usability improvements.

·         Experience in supporting small pilots or experiments (e.g., A/B testing of self-service forms or knowledge article layouts).

·         Experience identifying appropriate priorities against the ongoing activities and tasks being performed

·         Good analytic and problem solving skills and experience of working in a service team

·         Strong time management skills and ability to juggle multiple tasks at once

·         Able to work across the organization to build a compelling Knowledge Service and reporting capability

·         Exposure to the CSI process and the process improvement methodologies such as the Deming Cycle

·         Prior experience of working in an international environment comprising both military and elements

·         Knowledge of NATO responsibilities and organization, including ACO and ACT

·         Analytics: Level 3, User Experience: Level 4, Business analysis: Level 3, Business process improvement: Level 2, Relationship Management: Level 3, Incident management: Level 2, Knowledge management: Level 2

·         Champion a culture of user-centric design in IT support operations

·         Monitor User Feedback Channels

·         Analyse Support Interaction Data

·         Engage with Centralized Service Desk Team

·         Deal with Customer and escalate internally at various levels in conjunction with ESOC management

·         Log and Prioritize UX Issues or Insights

·         Prototype or Recommend Improvements

·         Support or Conduct User Research

·         Prepare UX Insight Reports

·         Facilitate UX Review Sessions

·         Update Stakeholders

·         Document Lessons Learned and Patterns

·         Introduce improvements by leveraging automation and innovative approaches

·         Enable continual service improvement through the effective use of metrics in support of critical success factors and key performance indicators used to manage user satisfaction

·         Perform other duties as may be required