Service 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 Background

In general, the Purchaser provides support to DCIS services to include NSATU. The Purchaser operates a user-facing ITSM tool providing support to staff based locally and in multiple locations worldwide. The staff members engage with the RMB/RMS personnel either directly or via the ITSM tickets.

The RMB/RMS staff support the following:

• Coordination and controls of the CSSC resources in support of static and deployable environments.


• Provision of a single point of contact for maintenance planning of NATO Deployable CIS.


• Coordination of the rotation of deployed Purchaser’s personnel in support of ongoing operations.


• Coordination of all CIS projects and special tasks both internally and externally.

Role Duties and Responsibilities

IT Service Management

• Opening, daily updating, and closing ITSM incidents.


• Opening, updating, completing, uploading reports to ITSM Change Requests.


• Internal and external coordination of the ITSM Incidents resolution to achieve the SLA targets.


• Planning and supervision of ITSM Service Requests execution to meet operational deadlines.


• Monitoring and coordination of the ASI (Authorized Service Interruption) events, to prevent SLA targets breaches.


• Raising EBA Work Requests for CSSC EMB (Engineering Maintenance Branch) and Asset Management and Supply Branch (AMSB) to request technical maintenance, repair and logistics activities.


• Raising new MAT entries for tracking of major Incidents, Service Requests, ASI’s and keeping them up to date.

DCIS PoW Support

• Monitoring of the NCISG DCIS Master Calendar.


• Monitoring, updating, creating new entries in the SDS (Service Delivery Schedule) in OPSM Portal.


• Coordination of the deployable systems transportation to CSSC for a PMI, as well as deployment of CSSC teams for maintenance in remote locations.


• Overseeing the whole PMI process until successful return of the system to the Peace Time Location (PTL).


• Ensuring, in close cooperation with EMB, all Post PMI Reports are provided and submitted to ITSM and SDS on time.

Overall Support And Assistance

• Handling customers’ queries and requests received via RMS functional mail box.


• Coordination and cooperation with all relevant CSSC sections to plan and execute requests received by RMS from the Service Delivery Managers and Project Managers, making sure any work is funded before implementation.

Feedback And Improvement

• Maintaining comprehensive documentation of support activities including DCIS Activity Reports.


• Gathering customer feedback on provided support.


• Analyzing the feedback to identify areas for improvement.


• Implementing changes to improve the customer satisfaction as well as KPIs.

Essential Skills and Experience

• They shall have extensive, documented experience of working in international environments.


• The personnel shall be courteous and professional in dealing with NATO and Purchaser’s staff.


• The personnel shall be knowledgeable in Information Technology (IT).


• The personnel shall be experienced in Incident Management, Service Requests and Change Management Processes and familiar with ITSM or similar ticketing systems.


• The personnel shall be knowledgeable and experienced in the nature of the tasks and activities of the Service.


• They shall have previous experience in customer support.


• They shall have knowledge in installing and operating the equipment following the manufacturer’s requirements.

Language Proficiency

• Business English

Working Location

• Brunssum, Netherlands

Working Policy

• On-Site

Travel

• Some travel to other NATO sites may be required

Security Clearance

• Valid National or NATO Secret personal security clearance