EBS Support Analyst

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 – 2025-0199

Role Duties and Responsibilities

• Functional support services for Oracle E-Business Suite and related applications (e.g. GL Wands, Apro) both for projects and in-service support. These services are further detailed in the points below.
• Support in logging and tracking support incidents using the helpdesk ticketing system. Ensure all tickets are updated with accurate and detailed information and resolved within the agreed service levels.
• Providing 2nd and 3rd line support to the assigned business applications, by responding to service requests, investigating and resolving incidents and problems, communicating solutions or advice to customers and users on changes and improvements based on best business practices.
• Support in contributing to the gathering, analysis, setup, design and documentation of new requirements and change requests.
• Support in developing and reviewing documentation such as requirements, definitions, functional and technical design documents, system specifications or other deliverables.
• Support in providing time estimates for the development and implementation of new requirements.
• Support in ensuring full lifecycle tests of requests for change before they are presented to the user for user acceptance testing.
• Active support and contribution to relevant projects or service operation across Service Lines where integration is required.
• Participating/attending job-related conferences and trainings in order to keep the knowledge and expertise up-to-date.
• Support in escalating complex issues to vendor support or appropriate teams when necessary. Follow up on escalated issues to ensure timely resolution and user satisfaction.
• Contribute to the creation and maintenance of a knowledge base, documenting common issues and solutions. Share knowledge and best practices with team members to improve overall service quality.
• Provide users with guidance and training on best practices for using Oracle EBS Applications. Promote self-service tools and resources to empower users and reduce support requests.
• Communicate effectively with users to understand their issues and provide clear instructions. Collaborate with IT teams to resolve issues and improve service delivery.
• Providing briefings and presentations.

Essential Skills, Experience and Certifications

• The consultancy support for this work requires an experienced Support Engineer (L3 Support) with the following qualifications
• A minimum of 10 years recent practical experience as an Oracle E-Business Suite functional Subject Matter Expert, demonstrating a 24 months sustained period of performance on the previous 2 most recent assignments.
• Detailed knowledge of and experience with all Oracle E-Business Suite Release 12.2.X Financials and Purchasing applications, including but not limited to:
  • a) Excellent understanding of General Ledger, Accounts Payable, Accounts Receivable, Cash Management and Sub-Ledger Accounting;
  • b) Strong understanding, E-Business Tax, Purchasing, and Fixed Assets business flows and setups plus their implications at General Ledger level;
  • c) Excellent understanding of budget accounting (summary account, budgetary control configuration), encumbrance accounting, accrual accounting and experience of Public Sector accounting processes.
  • d) Ability to perform a range of Financials associated duties (reconciliation, consolidation, revaluation);
  • e) Understanding month-end and year-end processes of predefined sub-ledgers and General Ledger;
  • f) Understanding all aspects of Finance related reporting, including but not limited to identification of appropriate standard reports and the development of any additional reports required;
  • g) Thorough understanding of bank reconciliation process and use of electronic banking payment formats;
  • h) Knowledge of and experience with all different finance approval workflows (Accounts Payable, Purchasing, General Ledger);
  • i) Detailed knowledge and experience with travel claim related processes and tools
• Strong analytical, problem-solving, and organizational skills
• Experience providing L2/L3 support
• Basic SQL and SQL* knowledge
• Familiarity with configuration management/versioning procedures and tools
• Understanding of ITIL 4 and hands-on experience with BMC Remedy ITSM
• The ability to document processes and provide training on tools and best practices
• A team player attitude and be a good communicator.

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