NATO offers you more than a job. It gives you a mission: building peace and security for one billion people in Europe and North America. The NATO Communications & Information Agency is leading NATO’s Digital Endeavour. We are NATO’s technology and cyber leaders, helping NATO Nations to communicate and work together in smarter ways. Our work is challenging and meaningful, and you will develop and apply your expertise as part of a dynamic international team of civilian and military professionals.

What do we offer?

·       Genuinely meaningful work as part of the most successful alliance in history

·       3 year contract with competitive tax-free salary and household and children’s allowances

·       Privileges for expatriate staff including expatriation and education allowances (where appropriate) and additional home leave

·       Excellent private health insurance scheme

·       Generous annual leave of 30 days plus official holidays

·       Pension Scheme

About the job

Based in Mons, Belgium you will join the Agency as we embark on a journey to transform our IT services to support NATO’s Digital Endeavour.

The NATO Cyber Security Centre (NCSC) is responsible for planning and executing all lifecycle management activities for cyber security. In executing this responsibility, NCSC provides specialist cyber security-related services covering the spectrum of scientific, technical, acquisition, operations, maintenance, and sustainment support, throughout the lifecycle of NATO Communications and Information Systems (CIS).

The Service Delivery Management (SDM) Section ensures the day-to-day delivery of services, in accordance with the parameters defined in the SLA or OLA and in accordance to the agreed service model. It monitors and reports KPIs and associated metrics for the CS services. It provides proactive monitoring of the service in order to identify issues and take advance action to prevent degradation of services.

You will be reporting to the Service Operations Manager (SOM) in support of activities in accordance with ITIL v3 framework Service Operations (SO) lifecycle stage, supporting SOM in production and updating service operations area associated processes, working practices and documentation. You will be also using ITSM and Service Monitoring systems on a daily basis to monitor, analyse and proactively escalate potential service delivery deviations from the Service Level Targets and Key Performance Indicators trends, conduct initial triage of high and critical logged incidents and communicate with users, keeping them informed of incident progress and notifying them of updates.

For a full list of duties, please review the job description here .

About you

We are looking for a talented and knowledgeable Service Operations Analyst with a Higher vocational training in a relevant discipline and 3 years of post-related experience.

A different qualification coupled with particularly relevant experience may also be considered.

You should also have:

·       ITIL foundation or similar IT management framework qualification

·       Track record in developing and analysing IT service delivery reports

·       Hands on experience with network/service/system management and monitoring applications

·       Excellent communication skills, both written and verbal, with the ability to clearly articulate complex issues to a variety of audiences, stakeholders and teams

Knowledge of English, both written and spoken, is essential.

To learn more about NCI Agency and our work, please visit our website.

The NATO Communications and Information Agency (NCI Agency) will not accept applications 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. All applications prepared, in whole or in part, by means of such generative or creative AI applications may be rejected without further consideration at the sole discretion of the NCI Agency.

Please note that ALL SELECTED CANDIDATES, with the exception of currently employed NATO International Civilians (NIC’s) will be appointed at the first Increment of the indicated NATO Grade, i.e. NATO Grade X, Increment 1.This is the salary referred to in this vacancy notice. Extra increments can only be considered for candidates from another Co-Ordinated Organisation.

Selected candidates who are not nationals of the host country and who have not been continuously resident in the host country for at least one year may be eligible for an expatriate allowance. For the purposes of determining continuous residence, NATO considers mainly the work location at the time recruitment started, independent of whether various ties were kept with the home country. For more information on our allowances click here.

All selected candidates are required to complete a Security Clearance, Medical Clearance and Pre-employment Screening process before joining the NCI Agency. This process will require time, so please keep in mind that you will not be able to start working with us right away.