ITSM Architect

Spektrum have a wide range of exciting opportunities in several global locations.

We are always looking to add great new talent to our team and look forward to hearing from you.

Spektrum supports apex purchasers (NATO, UN, EU, and National Government and Defence) and their Tier 1 supplier ecosystem with a wide range of specialist services. We provide our clients with professional services, specialised aerospace and defence sales, delivery, and operational subject matter expertise. We are looking for personnel to join our team and support key client projects.

Who we are supporting 

The NATO Communication and Information Agency (NCIA) is responsible for providing secure and effective communications and information technology (IT) services to NATO's member countries and its partners. The agency was established in 2012 and is headquartered in Brussels, Belgium.

The NCIA provides a wide range of services, including:

• Cyber Security: The NCIA provides advanced cybersecurity solutions to protect NATO's communication networks and information systems against cyber threats.
• Command and Control Systems: The NCIA develops and maintains the systems used by NATO's military commanders to plan and execute operations.
• Satellite Communications: The NCIA provides satellite communications services to enable secure and reliable communications between NATO forces.
• Electronic Warfare: The NCIA provides electronic warfare services to support NATO's mission to detect, deny, and defeat threats to its communication networks.
• Information Management: The NCIA manages NATO's information technology infrastructure, including its databases, applications, and servers.

Overall, the NCIA plays a critical role in ensuring the security and effectiveness of NATO's communication and information technology capabilities.

The program

Assistance and Advisory Service (AAS)

The NATO Communications and Information Agency (NCI Agency) is NATO’s principal C3 capability deliverer and CIS service provider. It provides, maintains and defends the NATO enterprise-wide information technology infrastructure to enable Allies to consult together under Article IV, and, when required, stand together in the face of attack under Article V.

To provide these critical services, in the modern evolving dynamic environment the NCI Agency needs to build and maintain high performance-engaged workforce. The NCI Agency workforce strategically consists of three major categorise's: NATO International Civilians (NIC)'s, Military (Mil), and Interim Workforce Consultants (IWC)'s. The IWCs are a critical part of the overall NCI Agency workforce and make up approximately 15 percent of the total workforce.

Role ID – 2025-0173

Role Background

NATO Digital Workplace Centre (NDWC), part of NCI Agency, provides simple yet innovative solutions that underpin the Digital Transformation of NATO by providing feature-rich Digital Workplace, which enable NATO staff members to connect, communicate, and collaborate. The business area delivers the following user-facing services to NATO Commands, NATO Force structure and Nations in all 32 Allied Nations:

• Windows-based and iOS/iPadOS-based end user device provisioning, management, operation, and lifecycle across multiple separate networks of different classifications and various form factors;
• Workstream collaboration including email and instant messaging server backend and client frontend provisioning, management, operation and lifecycle across multiple separate networks of different classifications.

The services integrate with other services such as print/scan/copy, voice, video teleconference (VTC), collaboration portals and enable NATO-specific functional applications higher up the software stack.

Role Duties and Responsibilities

Service Request Process Definition

• Define the entire lifecycle for handling service requests, from submission through resolution.
• Establish clear categories, prioritization, and classification guidelines taking into account ITIL best practices, industry best practice and Purchaser’s specifics.
• Integrate with existing IT systems and platforms to streamline request intake and fulfilment.
• Establish workflows for routine service request scenarios (e.g., hardware/software requests).
• Work with Purchaser’s stakeholders (e.g. Service Delivery Managers) to be aligned with supported IT services.
• Collaborate with Service Engineers to ensure self-service forms capture all necessary details for effective issue resolution.

Incident Management Process Definition:

• Design incident management processes to ensure swift detection, classification, prioritization, and resolution.
• Develop a framework for incident escalation and communication with affected users.
• Work with Purchaser’s stakeholders (e.g. Service Delivery Managers) to be aligned with supported IT services.
• Collaborate with Service Engineers to ensure self-service forms capture all necessary details for effective issue resolution.

Process Documentation and Standard Operating Procedures and Instruction (SOPs, SOIs):

• Provide detailed documentation of all processes, workflows, Standard Operating Procedures (SOPs) and Standard Operating Instruction (SOIs) for Service Requests and Incident Management, delivering the Service Request Definition Model (SRDM) as per Purchaser’s standard, managing NDWC’s scope as a business area (BA) and underlying service provided by other BAs.

Integration with ITSM Tools:

• Evaluate and advise on the integration of Service Request and Incident Management processes with existing IT Service Management (ITSM) tools.
• Define automation opportunities for repetitive tasks, notifications, and escalations.

Business Requirements Analysis

• Engage with Purchaser’s stakeholders to gather and analyse business needs.
• Translate requirements into structured, functional specifications for form design.

Continuous Improvement & Maintenance

• Monitor the initial rollout of the new processes and make recommendations for improvement.
• Regularly review, enhance, and optimize existing forms for improved efficiency.
• Ensure compliance with NATO’s evolving operational and security standards.

User Feedback & Experience Enhancement

• Collect insights through opinion polls, discussions, and feedback loops.
• Implement improvements based on user experiences and operational needs.

Essential Skills and Experience

10 years of experience in the following areas:

• Proficiency in IT Service Management (ITSM) systems (e.g., ServiceNow, BMC Remedy).
• Strong understanding of IT service management processes and best practices.

5 years of experience in the following areas:

• Experience in process frameworks (e.g. Scrum, Agile)
• Deep understanding of ITSM engine logic, modules and workflows supporting forms and questionnaires.
• Advanced skills in Microsoft Excel.
• Practical knowledge of SharePoint and Office Suite.
• Familiarity with support request workflows and service request management
• Ability to analyze and document business requirements

2 years of experience in the following areas:

• Proven experience with designing questionnaires and forms for ITSM
• Desirable Familiarity with scripting languages (e.g., JavaScript) is an advantage.

Language Proficiency

• Business English

Working Location

• Braine l’Alleud, Belgium

Working Policy

• On-Site

Travel

• Some travel to other NATO sites may be required

Security Clearance

• Valid National or NATO Secret personal security clearance

We never know what new opportunities might be just over the horizon. If this opportunity isn't for you please feel free to send us your resume anyway and be the first to know if something suitable for your skills and experience comes up.