2888 User Experience (UX) Analyst

• User Feedback
• Support Interaction
• User Experience Improvement

Duties and Role:
Under the direction of the Head of Service Delivery Support Section, the incumbent will perform duties such as the following:

• Champion a culture of user-centric design in IT support operations.
• Monitor User Feedback Channels.
• Analyze Support Interaction Data.
• Engage with Centralized Service Desk Team.
• Deal with Customer and escalate internally at various levels in conjunction with ESOC management.
• Log and Prioritize UX Issues or Insights.
• Prototype or Recommend Improvements.
• Support or Conduct User Research.
• Prepare UX Insight Reports.
• Facilitate UX Review Sessions.
• Update Stakeholders.
• Document Lessons Learned and Patterns.
• Introduce improvements by leveraging automation and innovative approaches.
• Enable continual service improvement through the effective use of metrics in support of critical success factors and key performance indicators used to manage user satisfaction.
• Perform other duties as may be required.

Requirements
Skill, Knowledge & Experience:

• The candidate must have a currently active NATO SECRET security clearance
• Higher vocational training in a relevant discipline with 2 years post-related experience. Or a secondary educational qualification with 4 years post-related experience.
• Experience recognizing key user experience principles including usability, accessibility, and journey mapping.
• Experience collecting and analysing qualitative and quantitative user feedback related to IT support (compliments, complaints, user journey drop-off points).
• Experience interpreting simple user feedback (e.g., survey results, comments).
• Experience designing and facilitating feedback loops with end users (e.g., surveys, interviews, focus groups) to identify UX priorities aligned with operational goals.
• Experience interpreting analytics and behaviour tracking data to make design or workflow recommendations.
• Experience advising on service portal design and enhancements with a focus on intuitive interaction and improved self-service success rates.
• Familiar with common IT service tools (e.g., ITSM platforms like BMC).

Desirable Experience and Education:

• Demonstrated understanding of the ITIL-based service management and core service desk processes (incident, request, and knowledge).
• Experience conducting user journey mapping sessions to identify friction in digital service interactions (e.g., service portal, ticket submission).
• Experience collaborating with Service Desk and Knowledge Management teams to implement usability improvements.
• Experience in supporting small pilots or experiments (e.g., A/B testing of self-service forms or knowledge article layouts).
• Experience identifying appropriate priorities against the ongoing activities and tasks being performed.
• 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 work across the organization to build a compelling Knowledge Service and reporting capability.
• Exposure to the CSI process and the process improvement methodologies such as the Deming Cycle.
• Prior experience of working in an international environment comprising both military and elements.
• Knowledge of NATO responsibilities and organization, including ACO and ACT.
• Analytics: Level 3, User Experience: Level 4, Business Analysis: Level 3, Business Process Improvement: Level 2, Relationship Management: Level 3, Incident Management: Level 2, Knowledge Management: Level 2.