ServiceNow Analyst

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 – C004288

Role Duties and Responsibilities

1st line Support

• Providing 1st line support to project and service delivery managers, ensuring smooth operation and successful completion of projects.
• supporting project, service delivery and resource managers in their day to day work with ServiceNow
• acting as a power user who can help ServiceNow users with their issues before having to escalate to IT support
• supporting the NCIA's governing committees and senior management in ensuring ServiceNow meets their needs
• Provides cross-functional support to other Business Areas in the use of ServiceNow (e.g. the Customer Relationship Management team)
• Monitoring ServiceNow related Incidents in the IT Service Management Tool for P3SM related requests and fix incidents as required
• Supervising the Project/Service Creation Workflow stages and set-up the projects/services in the Enterprise Project/Portfolio Management system (ServiceNow), using the appropriate project templates
• Ensure the accurate setup of project baselines
• Maintaining a knowledge base with up-to-date information on how to optimally use ServiceNow
• Maintaining up to date documentation of work instructions / howdo documentation
• Assessing and prioritizing enhancements
• Assessing which tool enhancements will have the greatest impact on the ServiceNow user community (ServiceNow 'Product Owner' role)
• Supporting the head of BSM in prioritizing the tickets that are logged in Jira to continuously improve the way ServiceNow is configured and customized to suit the needs of the ServiceNow Users and Stakeholders
• Working with the technical team (NCIA Business Applications Center) that supports ServiceNow in resolving Incidents and implementing enhancements to make sure incidents and enhancements are addressed in an optimal manner
• Working on process improvements in the areas of demand, portfolio, project, resource and time management
• Tool use, communication and adoption
• Conducting training in the use of ServiceNow, especially in the areas of project management, service management, resource management and time accounting
• Providing support for the adoption of other ServiceNow modules (e.g. Demand Management, Customer Relationship Management, Services Catalogue) and advise on compatibility and overlap with ServiceNow Strategic Portfolio Management enhancements.
• Devising and execution a stakeholder communication plan
• Performing other duties as required

Essential Skills, Experience and Certifications

• Formal certification in a recognised methodology for project management techniques e.g. PRINCE2 or PMI
• Formal certification in the ServiceNow SPM module Experience
• Thorough knowledge of the Service Now SPM module from a functional perspective. Ideally you are certified in this module.
• Thorough knowledge and experience with project management methodologies e.g. PRINCE2 or PMI
• Sound knowledge and experience in the use of Microsoft office applications
• Experience developing and putting in place of new processes and procedures
• Experience in roles requiring excellent inter-personal skills and the ability to be responsive and sensitive to both external and internal customers and staff
• Familiar with principles of accounting and finance
• Excellent command of spoken and written English
• Experience in roles requiring taking initiative and a flexible approach allowing them to respond reliably and competently to changing requirements in a demanding environment;
• Experience in roles requiring excellent inter-personal skills and the ability to be responsive and sensitive to both external and internal customers and staff

Desirable Skills and Experience

• Knowledge of ITIL
• Experience in maintaining web pages
• Experience in JIRA software
• Familiarity with ERPs (such as Oracle or SAP) and/or experience of Enterprise System Implementation and or Business Analysis, or IT Requirement Analysis
• Prior experience of working in an international environment comprising both military and civilian elements
• Knowledge of NATO responsibilities and organization, including Allied Command Operations (ACO) and Allied Command Transformation (ACT).

Education

• Minimum educational requirements: Higher vocational Training in a relevant discipline with 5 years post related experience. Or, a secondary educational qualification with 3 years post related experience.

Working Location

• Brussels, Belgium

Working Policy

• Hybrid (2-3 days/week onsite)

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.