Senior Technician (Change Coordinator)

Location: 

Europa / Europe

Nato clearance: 

YES

Job description: 

LOCATION: Mons, Belgium
CLIENT: NATO
DURATION: End of this year with possible extensions
CONTRACT: Consultant
SALARY: Negotiable daily rate
CLEARANCE: NATO Secret
STARTING DATE: September 2019


TASKS:
• Assists Section Head in all aspects of Customer Relationship Management and Service Level Management activities;
• Provides administrative support during engagement with NCI Agency customers; supports the captures of customer requirements, and drafts correspondence;
• Supports the analyses of requirements, plans, designs and their associated risks, as well to recommend solutions and mitigations;
• Supports the lifecycle development and maintenance of Service Level Agreements (SLAs);
• Supports the implementation of local business standards, methods and tools;
• Collects and monitors Key Performance Indicators (KPIs) and other service quality criteria;
• Resolves support issues or recommends mitigation activities to overcome breaches of Service Levels;
• Executes the procedures for the capturing customer complaints and compliments;
• Engages in Agency service performance management, quality control, and quality of service reporting program;
• Supports Verification Audits against the Configuration Management Database and Configuration Control activities and confirms their execution are in accordance with Agency directives, processes and local procedures;
• Performs other duties as may be required.

REQUIREMENTS:
• An undergraduate degree in Business Administration or Information Systems Management or related discipline from a nationally recognized/certified university and 3 years post related experience;
• Or exceptionally, the lack of a university/college degree may be compensated by the demonstration of a candidate’s particular abilities or experience that is/are of interest to NCI Agency, that is, at least 4 years of progressive expertise in duties related to the function of the post;
• Working experience in data analytics, MS Excel pivot tables, and graphical representation of business data;
• Experience in the preparation of correspondence, proofreading material for accuracy, compiling material for publication and performing other related administrative duties;
• Proven ability to effectively communicate orally and in writing, with good communication skills.

DESIRABLES:
• ITIL Foundation Certification
• Minimum of 6 years prior experience in customer relations management or service level management.
• Prior experience working in an international environment comprising both military and civilian elements
• Knowledge of NATO responsibilities and organization, including ACO