About this job

We are recruiting a SMC Analyst for Sapienza to work on our Customers Site (NATO NCIA, Mons – Belgium).

Responsibilities

With guidance from Head, Tools Branch, you will perform duties such as:

• Analysing, developing and daily managing reporting infrastructure and BMC ITSM and MyIT
• Act as liaison in rapport with NCIA’s internal and external customers
• Performing manually assisted data collections where automation cannot be implemented end-to-end (legacy systems) or for ad-hoc analysis requirements, in close coordination with service lines
• Ensure system services are delivered within financial constraints of service level agreement (SLA)
• Responsible to ensure services are delivered in standardised way, in accordance with Agency guidance on implementation of ITIL service management processes
• Provide subject matter expertise (SME) as required, including support to CIS Planning of operations and exercises
• Proactively engage in continual improvement of support of assigned system(s)
• Provide extended hours support in accordance with SLA during operations and exercises
• Performs other duties as may be required

Profile

• Must hold NATO Secret Security Clearance
• University Degree in Computer Science, preferably Master Degree, or closely related engineering field, and at least 3 years IT- related experience
• Knowledge and recent experience (minimum of 12 months in last 48 months) in following areas:
• Experience in Service Management Processes
• Experience in BMC ITSM 1st, 2nd and/or 3rd level support
• Knowledge of IT Service Management
• Experience in following Microsoft tools: MS Excel, MS PowerPoint, MS Outlook, MS Word
• Extensive knowledge of concepts of central management with distribution execution
• Knowledge of NATO responsibilities, structure and organization, including ACO and ACT
• Fluency in English (listening, speaking, reading and writing); work, both oral and written, is conducted in English
• Working as part of technical team
• Being able to facilitate meetings with various stakeholders
• Provide project management support to Branch
• Ability to work independently and manage multiple tasks simultaneously
• Candidates must be eligible to work in the EU

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