This is a relaunch. Previously proposed candidates were non-compliant for the following reasons: Limited knowledge of NATO. Tangible experience in data science, and business analysis including customer facing activities. Unable to adequately explain key concepts required to perform the role.
DEADLINE: Wednesday 3 April 2024
Requirement Title: ESOC Data Analyst - Operational Processes & CSI Team
Work Location: Mons, BE
Full time on-site: Yes
Required Start Date: 6 May 2024
End Contract Date: 31 December 2024
Total Scope of the request (hours): 1262
Specific Working Conditions: Working under secured areas
Required Security Clearance: NATO Secret
Under the direction of the ESOC OPT Leader, the incumbent will perform duties such as the following:
1. Operational Processes Analysis.
2. A firm understanding and level of experience in data analysis utilising Business Intelligence and Data Management (Report on effectiveness of the Incident Management process and underlying tools)
3. Experience in the use of Service Reporting / Presentation of Technical data to different audience types (Internal Management Service Reporting)
4. Knowledge of ITIL Service Management - primarily Incident Management / Service Level Management
5. Understanding of Process Definition and Documentation, business analyst processes. (Create exception and ESOC specific reports relating Incident Management)
6. Experience of Customer Facing activities such as Service Reviews, Customer CABs, Project Boards (Able to obtain customer feedback on the state of play and report internally)
7. Ability to deal with Customer and escalate internally at various levels in conjunction with ESOC management
8. Diagnoses the underlying drivers of performance gaps IT Service Management toolsets.
9. Able to interpret data to transform it into valuable business insights that are used to improve business operations and foster data-driven decision-making.
10. Collect data, process and perform statistical analyses on large Service Management Toolsets (Note: the Agency's main toolset is BMC Remedy ITSM).
11. Has the ability to analyse, model and interpret data to drive continual service improvement in ITSM.
12. Introduce improvements by leveraging automation and innovative approaches Continual Service Improvements.
13. Enable continual service improvement through the effective use of metrics in support of key performance indicators and critical success factor used to manage service delivery
14. Exposure to the CSI process and the process improvement methodologies such as the Deming Cycle (If things aren't working propose an alternative process to ESOC Management)
15. Identifies strengths and weaknesses in IT support
16. Investigates problems in processes and services and assists with the implementation of agreed remedies and preventative measures
17. Performs other duties as may be required.
Requirements
18. Required Security Clearance: NATO Secret
19. Analytics: Level 4, Data Visualisation: Level 4, Business analysis: Level 4, Business process improvement: Level 5, Relationship Management: Level 4, Incident management: Level 5, Knowledge management: Level 3 Desirable
20. Good analytic and problem solving skills and experience of working in a service team.
21. Strong time management skills and ability to juggle multiple tasks at once
22. Able to collect and use feedback from customers and stakeholders to help measure effectiveness of stakeholder management and their issues.
23. Able to work across the organization to build a compelling Knowledge Service and reporting capability.
24. Prior experience of working in an international environment comprising both military and civilian elements
25. Knowledge of NATO responsibilities and organization, including ACO and ACT