Application Analyst (Document Management)
JOB DETAIL
1. SUMMARY
The Executive Management (EM) Division, International Staff (IS), has the lead role in the overall management of the NATO Headquarters (HQ). Within EM, the Information, Communication and Technology Management (ICTM) Directorate provides support and services mainly to the North Atlantic Council (NAC), its Committees and to the IS through two pillars: Information, Communications and Technology (ICT) management and Archives Information and Knowledge Management (AIM). Member and Partner Nation Delegations as well as other NATO bodies residing at NATO HQ also benefit from some of the services and products provided by ICTM.
Within ICTM, the Application Delivery and Support (ADS) teams provide technical management, guidance, advice and resources to application related projects executed by ICTM, as well as technical support for in-service applications managed by ICTM. They also coordinate on application management issues with other ICT providers in NATO, including the NATO HQ IT infrastructure services provider (NATO Communications and Information Agency – NCI Agency) and external suppliers. The ADS Team 1 is mainly responsible for support and development of Enterprise Information Management (EIM) related applications processing unstructured data.
The incumbent will have the responsibility for further development as well as operational maintenance and support for a number of assigned applications, and primarily the NATODocs document management applications based on Opentext Documentum. This includes identifying and correcting system faults, keeping the systems secure and supported, implementing system changes as approved and agreed through HQ and ICTM processes, and managing the relationships with external suppliers.
S/he may be asked to act as a team lead to do the overall management and planning of the people, tasks and activities for the Document Management team.
2. QUALIFICATIONS AND EXPERIENCE
ESSENTIAL
The incumbent must:
- possess a university degree in information technologies, computer sciences or another relevant discipline, or equivalent level of qualification;
- have at least 3 years of technically broad experience with requirements analysis, management, installation, configuration and/or support of Commercial-off-the-shelf (COTS) applications in a Microsoft Windows environment;
- have significant experience with supporting commercial or bespoke document and/or other information management applications;
- be familiar with the Opentext Documentum platform;
- have experience conducting complex technical tasks and activities involving many stakeholders;
- have an in-depth understanding of the concepts of Web development, IT infrastructure and technologies in general, and security/security devices in particular;
- possess the following minimum levels of NATO’s official languages (English/French): V (“Advanced”) in one; I (“Beginner”) in the other.
DESIRABLE
The following would be considered an advantage:
- have more than 6 years of technically broad experience with requirements analysis, management, installation, configuration and/or support of Commercial-off-the-shelf (COTS) applications in a Microsoft Windows environment;
- have more than 4 years’ experience with supporting commercial or bespoke document and/or other information management applications;
- knowledge and practical experience in testing, release management, configuration management and other IT-operational disciplines based on e.g. ITIL;
- having made use of a recognised system development methodology, and be capable of developing and interpreting specifications based on various modeling techniques;
- significant experience and skills in technical application requirements analysis, design and documentation;
- hands-on experience in development, deployment and/or support of applications using technologies such as Opentext Documentum, xCP, Java and MS SQL Server;
- experience with procurement, contract and supplier management;
- experience with customer support;
- a higher level in the second official language.
Expertise Development
Analyse and resolve application incidents in accordance with established ICTM procedures and SLAs. Analyse and implement minor approved change requests and urgent ad-hoc data reporting that cannot be met by existing application functionality, using ICTM methodologies and procedures. Monitor and review the status of production applications for adherence to Service Level Agreements (SLAs), security policies, license agreements, operational efficiency and capacity needs, and as necessary issue or execute requests for change for improvements, upgrades or replacements of all or parts of production applications or the operating environment. Coordinate and execute acceptance testing and release of new/upgraded applications into production. Provide specific and tailored application support services for events and other business-critical periods. Ensure Configuration Control of the production applications. Take part as a technical project resource in in delivery of new applications.
Project Management
Monitor and review projects that provide new or upgraded applications to: ensure early and appropriate planning of all application support resources and issues; ensure that all deliverables required for application support are made available; with the Project Manager, Change Manager and Release Manager, plan and execute production installation, final application acceptance testing and Post Implementation Reviews. Manage or take part in projects as a technical analyst/developer to improve applications or their operating environment, including technical version upgrades. Manage or take part in ICTM projects and activities related to the application aspects of implementing and testing Business Continuity. When requested, pro-actively provide overall planning and management of the activities for the Document Management support team, as well as day-to-day management of external support contracts and resources.
Information Management
Oversee the efficient and timely flow and sharing of information within the team, and between the team and other related internal and external parties. In particular, provide information and standard operating procedures to the Service Desk staff and knowledge database to increase the number of incidents resolved at the 1st support level (Service Desk), and oversee the information sharing processes between the technical and functional support teams, the business stakeholders as well as external support suppliers.
Stakeholder Management
Maintain a close relationship with the business stakeholders for the supported applications to ensure adherence to business needs and priorities. Provide 2nd and 3rd level support on all application-related incidents reported to ICTM through the NCI Agency Customer Support Unit (CSU) Brussels Service Desk, where applicable relying on 3rd level support contracts with third parties. Assist the Service Desk in responding to first level support questions regarding the operation of the applications. Interact efficiently with all parties within ICTM and with other stakeholders concerned with the deployment of assigned applications to ensure smooth transfer to production and support. Provide assistance to end user content managers and system administrators on how to manage and maintain applications and Web sites. If acting as a Team Lead, ensure that stakeholder management is performed also by the other Document Management support team members.
Knowledge Management
Provide ad-hoc reporting services. Ensure that essential planning, technical and commercial support documentation and working documents are available and up-to-date for all supported applications.
Perform any other related duty as assigned.
4. INTERRELATIONSHIPS
The incumbent reports to the Head, Application Delivery and Support team 1, and may be asked to perform the day-to-day management of the Document Management support team activities, tasks, staff and external contractors. S/he will work closely with the other staff members of ICTM and NCIA CSU Brussels, and in particular the NCI Agency CSU Brussels Service Centre, Database Support, Cyber Security and Server Management Sections. S/he will coordinate and work with business application owners and other staff members within the Headquarters on incidents and issues related to application support.
Direct reports: 0-2
Indirect reports: N/a.
5. COMPETENCIES
The incumbent must demonstrate:
- Analytical Thinking: Sees multiple relationships;
- Achievement: Works to meet standards;
- Clarity and Accuracy: Checks own work;
- Conceptual Thinking: Applies learned concepts;
- Customer Service Orientation: Takes personal responsibility for correcting problems;
- Empathy: Is open to others’ perspectives;
- Impact and Influence: Takes multiple actions to persuade;
- Initiative: Is decisive in a time-sensitive situation;
- Teamwork: Solicits inputs and encourages others.
7. USEFUL INFORMATION REGARDING APPLICATION AND RECRUITMENT PROCESS
Please note that we can only accept applications from nationals of NATO member countries. Applications must be submitted using e-recruitment system, as applicable:
- For NATO civilian staff members only: please apply via the internal recruitment portal (link);
- For all other applications: www.nato.int/recruitment
Before you apply to any position, we encourage you to click here and watch our video providing 6 tips to prepare you for your application and recruitment process.
Do you have questions on the application process in the system and not sure how to proceed? Click here for a video containing the information you need to successfully submit your application on time.
More information about the recruitment process and conditions of employment, can be found at our website (http://www.nato.int/cps/en/natolive/recruit-hq-e.htm)
Appointment will be subject to receipt of a security clearance (provided by the national Authorities of the selected candidate), approval of the candidate’s medical file by the NATO Medical Adviser, verification of your study(ies) and work experience, and the successful completion of the accreditation and notification process by the relevant authorities.
NATO will not accept any phase of the recruitment and selection prepared, in whole or in part, by means of generative artificial-intelligence (AI) tools, including and without limitation to chatbots, such as Chat Generative Pre-trained Transformer (Chat GPT), or other language generating tools. NATO reserves the right to screen applications to identify the use of such tools. All applications prepared, in whole or in part, by means of such generative or creative AI applications may be rejected without further consideration at NATO’s sole discretion, and NATO reserves the right to take further steps in such cases as appropriate.
