Descrição
Change Management
- Systems Analyst
Required Security Clearance: NATO SECRET
DUTIES AND ROLE
Change Management
- Participate on Collaborate with cross-functional teams to assess, authorize, and oversee changes to our IT environment.
- Technically evaluate change requests, ensuring they align with business objectives and minimize risks.
- Maintain a robust change management process, including documentation, communication, and post-implementation reviews.
- Facilitate change advisory board (CAB) meetings and ensure timely approvals.
- Monitor the impact of changes and address any issues promptly.
Problem Management
- Investigate recurring incidents and identify underlying root causes, preparing the PIR (Post Incident Reviews) and RCA (Root Cause Analyze) documents.
- Conduct thorough root cause analyses to prevent similar incidents from reoccurring.
- Collaborate with technical teams to implement permanent fixes.
- Maintain a problem knowledge base for reference and continuous improvement.
- Proactively identify potential problems and work towards preventive measures.
Configuration Management (Secondary Scope)
- Plan the configuration management process.
- Identify the configuration management data as well as CIs and associated stakeholders.
- Control the CIs or the receipts, as well as deviations from those receipts.
- Make sure the configuration items in the CMDB are up to the standards and is updated regularly.
- Keep track of the changes made in the configuration and report to management about compliancy failures.
Support is required related to the following activities
- Support in creation of the Purchase Requests (PR), Internal Requests (IR) in our internal system (EBA), also following up the lifecycle of PRs.
- Support in the receipting process into internal system (EBA) and also creation of the work confirmation for the payment of the invoices.
- Support with tracking the hours allocated to the project team in the support of the projects in our internal system Service Now (SNOW).
- Support with preparing the necessary paperwork to bring in third party contractors (from HP, Cisco, etc.) to the different NATO facilities but mainly BLA and SHAPE.
- Support in preparing and managing the paperwork for the creation of new NATO CIS accounts for third party contractors and all the other processes related to that.
- Travel: The incumbent might travel about 10% of the contracted time, mostly to other Belgian locations (Braine l'Alleud and Brussels).
SKILL, KNOWLEDGE & EXPERIENCE
- Bachelor's degree in Finance, business administration, or related field (or equivalent experience).
- Minimum of 3 years of hands-on experience in Service management tools like ITSM, JIRA, BMRC Rhapsody or similar Incident management systems for IT products/services.
- Minimum of 3 years of hands-on experience in Configuration and Service management tools like ServiceNow, BMC Helix, SolarWinds Service Desk, Jira, ManageEngine ServiceDesk or similar Incident management systems for IT products/services.
- Minimum 2 years working with resource management systems like ServiceNow or similar ones.
- Knowledge of NATO responsibilities and organization, including ACO and ACT. This can be compensated with equal or more amount of time spent in a governmental position or a military position.
- Strong analytical and problem-solving skills.
- Excellent communication and collaboration abilities.
- Ability to work effectively in a dynamic, fast-paced environment.
- Familiar with different admin activities in NATO or any other government/military organization.
- Analytical thinking and active listening.