C001524 Data Analyst – Operational Processes & CSI Team (NS) – WED 3 Apr

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:

• Operational Processes Analysis.
• 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)
• Experience in the use of Service Reporting / Presentation of Technical data to different audience types (Internal Management Service Reporting)
• Knowledge of ITIL Service Management – primarily Incident Management / Service Level Management
• Understanding of Process Definition and Documentation, business analyst processes. (Create exception and ESOC specific reports relating Incident Management)
• 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)
• Ability to deal with Customer and escalate internally at various levels in conjunction with ESOC management
• Diagnoses the underlying drivers of performance gaps IT Service Management toolsets.
• Able to interpret data to transform it into valuable business insights that are used to improve business operations and foster data-driven decision-making.
• Collect data, process and perform statistical analyses on large Service Management Toolsets (Note: the Agency’s main toolset is BMC Remedy ITSM).
• Has the ability to analyse, model and interpret data to drive continual service improvement in ITSM.
• Introduce improvements by leveraging automation and innovative approaches Continual Service Improvements.
• 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
• 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)
• Identifies strengths and weaknesses in IT support
• Investigates problems in processes and services and assists with the implementation of agreed remedies and preventative measures
• Performs other duties as may be required.

Requirements

• Required Security Clearance: NATO Secret
• 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
• Good analytic and problem solving skills and experience of working in a service team.
• Strong time management skills and ability to juggle multiple tasks at once
• Able to collect and use feedback from customers and stakeholders to help measure effectiveness of stakeholder management and their issues.
• Able to work across the organization to build a compelling Knowledge Service and reporting capability.
• Prior experience of working in an international environment comprising both military and civilian elements
• Knowledge of NATO responsibilities and organization, including ACO and ACT