[4048] Senior Technician (Service Desk)

Location: Mons, BE
Start Date: 17 June 2024
End Date: 31 December 2024
Security Clearance: NATO SECRET

Duties and Role:
Under the direction of the ESOC Planning & Innovation Section Head, the incumbent will perform duties such as the following:
• Provide support to explore sourcing opportunities, fostering a culture to forward-thinking approaches.
• Assist in implementing agile work practices, collaborating with internal and external stakeholders.
• Ensure alignment with established governance and strategies regarding innovation and sourcing within ESOC.
• Contribute with inventive strategies to business units; assist in developing business cases, budget estimations, and process flows, linking strategic execution with innovative ideas.
• Provide support in driving service enhancements by utilizing key performance indicators and critical success factors in service delivery.
• Participate in monitoring progress in processes and technology, aiding teams in integrating new methods smoothly.
• Support the introduction of enhancements through the operational application of automation and innovative approaches.
• Assist in maintaining the CI Register and contribute to board meetings tracking the progression of identified improvements.
• Contribute to maintaining documentation of risks, threats, vulnerabilities, and mitigation actions.
• Support risk management activities within specific functions, technical areas, or projects.
• Assist in identifying, assessing, and coordinating mitigation strategies for risks, involving specialists and domain experts as necessary.
• Participate in requirement gathering, scoping, and planning phases of projects, collaborating with stakeholders to define project development models.
• Aid in preparing and maintaining acceptance criteria for projects transitioning to Service Operations.
• Support monitoring project transition and coordinate corrective actions when necessary to ensure appropriate stakeholder engagement.
• Provide backup support for higher-grade staff, if required.
• Perform other duties as may be required.

Requirements:
• Higher vocational training in a relevant discipline with 2 years post-related experience. Or a secondary educational qualification with 4 years post-related experience.
• Practical experience in the implementation of ITIL Service Operations processes, preferably in an Operations Centre environment.
• Experience working in a large corporate environment with matrixed structures.
• Familiarity with analyzing and reviewing business processes, project management, and preparing business documentation.
• Exposure to assessing feasibility of business process changes and recommending new approaches, with the ability to manage execution of business process improvements.
• Good knowledge and experience of Telecommunications/Network/Information Technology solutions and products.

Desirable Experience and Education:
• PRINCE2 Foundation or Agile PM or equivalent
• ITIL V3 or 4 Foundation or equivalent
• ITIL CSI or Six Sigma Green belt or equivalent
• Business Analysis Management or equivalent
• Prior experience of working in an international environment comprising both military and civilian elements;
• Knowledge of NATO responsibilities and organization, including ACO and ACT.

Language Proficiency:
• A thorough knowledge of one of the two NATO languages, both written and spoken, is essential and some knowledge of the other is desirable.