About this job

Sapienza Consulting is recruiting a Configuration Management Assistant to work at NATO NCIA in Bydgoszcz, Poland.

Responsibilities

With guidance from Customer Relation Manager (CRM), you will perform duties such as the following:

• Assist supervisor in aspects of Configuration Management, including software license management and software version control
• Maintain links between Configuration Items in accordance with Configuration Management process
• Assist in release and deployment tasks ensuring integration with operational baseline;
• Manage CSU Definitive Media Library
• Supervise license status accounting and reporting. This includes identification of surplus licenses
• Coordinate with CSU Change Management on matters of software licensing, change proposals and approvals, software releases/updates
• Assist in Customer Relationship Management
• Support liaison with all NCI Agency current and potential customers in CSU’s AOR
• Assist in capturing, analysing, diagnosing and reporting of customers’ complaints and compliments
• Monitor, measure and report customer satisfaction
• Engage with Customers and Demand Management, captures customer requirements, creates corresponding service level requirements and initiates the required staffing
• Monitor effect of service improvements and corrective actions
• Monitor and report breaches of service levels
• Support development and maintenance of SLA and other agreements
• Assist in measuring Customer Satisfaction Metrics and reports concerning services provided through SLA
• Liaise with CSU elements and ensure coordination of required Service Level reports
• Assist customers, when required in production of Customer Request Forms
• Ensure proper coordination with Plans and Project Section in support of Service Level arrangements for events and exercises
• Deputize for higher grade staff, if required
• Performs other duties as may be required

Profile

• Required Security Clearance: NATO Secret
• Knowledge and experience in producing detailed designs and documents all work using required standards, methods and tools, including prototyping tools where appropriate
• Experienced in customer relations management
• Knowledge and experience in the area of Service Level Agreements (SLAs) development process
• Technical knowledge and experience in distributed Information Systems
• Experience in architectural design as applied to computer systems
• Sound technical knowledge of Wide Area Networks (WAN) and Local Area Networks (LAN)
• Experience in CIS
• Experience in Network planning including participation in creation of SLAs and the planning of all aspects of infrastructure necessary to ensure provision of network services to meet such agreement
• Experience in planning IT networks and infrastructure to include LANs and WANs
• Knowledge of the IT Infrastructure Library (ITIL-best practices)
• ITIL Foundation Certificate

Candidates must be eligible to work in the EU

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