Would you like to join the leading international intergovernmental organization?
You will be part of a team responsible for the maintenance, improvement, and support of NATO's enterprise Content Platform Capabilities. This suite of applications enables 18,500 users across NATO to manage documents, tasks, workflows, publishing, and analytics. You will provide second (L2) and third-level (L3) support, focusing on service requests, change implementation, and continuous service improvement, ensuring systems remain secure, compliant, and operationally effective.
Responsibilities:
* Provide Comprehensive Maintenance: Execute corrective, adaptive, preventive, and perfective maintenance activities for the Content Collaboration Capabilities, adhering to ISO/IEC/IEEE 14764:2022.
* Incident & Service Request Management: Resolve incidents (excluding L1) and fulfill service requests logged via the Purchaser's ITSM systems (BMC Remedy, Jira), adhering to strict priority-based SLAs.
* Change Implementation: Develop, test, and deploy patches, workarounds, and new features. Follow the Purchaser's change management (CAB), validation (IV&Q), and software approval (A2SL) processes.
* Documentation & Configuration Management: Update all technical, functional, and "as-built" documentation for every change. Maintain source code and configurations within the NATO Software Factory (Azure DevOps).
* Proactive & Preventative Actions: Monitor system performance and logs to identify and rectify issues. Perform activities to maintain and enhance the security posture, including applying patches and hardening measures.
* Stakeholder Coordination: Work within the Purchaser's internal scrum process, coordinate with other service lines, and provide specialized technical advice. Act as a single point of contact (POC) for the Purchaser.
* End of Contract Activities: Ensure complete knowledge transfer and deliver up-to-date documentation and known error logs prior to contract conclusion.
Essential Qualifications & Experience:
* A minimum of 5 years of professional experience in L2 and/or L3 support functions.
* Demonstrable, defensible knowledge and at least 2 years of professional experience in all of the following five skill sets:
* SharePoint Infrastructure & DevOps: Administration of SharePoint Server, Subscription Edition), ADFS, search optimization, performance tuning, farm topology, disaster recovery, and migration.
* SharePoint Development & Customization: Development with SharePoint Server Object Model, .NET Framework (C#, ASP.NET), JavaScript, CSS, and PowerShell scripting.
* Microsoft 365 & Azure: Administration and development for SharePoint Online, Microsoft 365 collaboration tools (Teams, Viva), and Azure-based applications.
* Other Content & Collaboration Platforms: Experience with Adobe Experience Manager, bespoke AWS-hosted sites, and related technologies.
* Project Delivery & Methodologies: Proven experience using Agile/Scrum, ITIL v4, Azure DevOps, and successfully delivering at least two comparable Content Collaboration Capabilities projects in the last five years.
* Experience with NATO or similar international/military organizational processes, including security accreditation, auditing, and working in classified network domains.
If you've read the description and feel this role is a great match, we'd love to hear from you Click "Apply for this job" to be directed to a brief questionnaire. It should only take a few moments to complete, and we'll be in touch promptly if your experience aligns with our needs.