ServiceNow Analyst

Who we are

For more than 75 years, NATO’s mission has been to preserve peace and security in the Alliance for nearly one billion citizens. The NATO Communications and Information Agency (NCIA) and its predecessors have worked tirelessly in providing the means that enable the connectedness and togetherness that keep our Alliance strong. We are the NCI Agency, a team of 3000 civilian and military staff in 30 locations throughout Europe, North America and Asia.

Our technology and cyber experts allow NATO to conduct critical operations, protect NATO’s airspace, make data-driven decisions, defend against cyber-attacks, secure NATO networks and maintain superiority in space. This is all possible because of our greatest force, our people. In order to keep this edge we aim to hire, train and retain the very best staff.

Our staff members represent both the diversity and unity of our Alliance. When you join the NCI Agency, you will be part of an organization where you can contribute authentically to the mission and purpose of NATO and help us keep our technological edge.

About the job

The Chief Operating Office (COO) at the NCIA is responsible for ensuring that the organization meets customer needs by effectively managing business planning and resource allocation. This role involves guiding project and service development, monitoring performance, and ensuring compliance with organizational processes. The COO also fosters a collaborative environment to enhance business operations.   This post is within The Business Support Management (BSM) Section which is part of the COO's Business Planning and Execution Management (BPEM) Branch.  The BSM team provides guidance and support for the ServiceNow Strategic Portfolio Management (SPM) module, which is used by the NCIA’s Project, Service and Resource Managers for project management, resource management and time accounting.  The SPM Module is also increasingly used to support other business processes such as Demand Management, Customer Relationship Management and Service Catalogue Management

BSM is also responsible for making sure the SPM Module evolves to continuously improve the way its stakeholders work. As such BSM is responsible for prioritizing change requests and working with the technical team to implement these change requests in the most optimal manner.

BSM works with many stakeholders across the NCI Agency to ensure the data and processes in ServiceNow are correct and optimally configured to serve our business areas.

The BSM team are seeking to onboard a ServiceNow Analyst in Brussels with the following responsibilities:

·       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

·       supporting other teams using ServiceNow (e.g. the Customer Relationship Management team)

·       Contributing to process improvements in the areas of demand, portfolio, project, resource and time management

·       Assessing which tool enhancements will make 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

·       Conducting training in the use of ServiceNow, especially in the areas of project management, service management, resource management and time accounting

·       Maintaining a knowledge base with up-to-date information on how to optimally use ServiceNow

·       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

·       Managing and maintaining the full agency resource pool as reflected in the P3SM toolset (staff, military and contractors)

·       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.

·       Performing other duties as required

For full list of duties, please review the job description on the NCI Agency career site. Please note that internally the post is called Principal Assistant (Project Support).

About you
 

You possess tact, sound judgment, and adaptability.  You thrive in a multi-cultural, diverse environment. Additionally, your strong awareness, motivational skills, and attentive listening contribute to your capabilities which include:

 

·       Thorough knowledge of the Service Now SPM module from a functional perspective. Ideally you are certified in this module.

·       Formal certification in a recognised methodology for project management techniques e.g. PRINCE2 or PMI

·       Sound knowledge and experience in the use of Microsoft Office applications

·       Experience developing and setting in place new processes and procedures

·       Familiar with principles of accounting and finance

·       Excellent command of spoken and written English

·       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

·       BI (PowerBI) skills

·       Knowledge of ITIL

·       Experience in JIRA software

What we offer

·       Genuinely meaningful work as part of the most successful alliance in history

·       Initial 3 year contract with competitive tax-free monthly salary (5,195 EUR per month) and household and children’s allowances

·       Privileges for expatriate staff including expatriation and education allowances (where appropriate) and additional home leave

·       Excellent private health insurance scheme

·       Generous annual leave of 30 days plus official holidays

·       Pension Scheme

·       Development programs such as professional training, wellbeing, and more

To learn more about NCI Agency and our work, please visit our website. 

 

The NCI Agency prides itself on being an equal opportunity employer. We are committed to fostering an inclusive environment of mutual respect and value uniqueness and differences in gender, gender identity, race, ethnic or cultural origin, age, religion, sexual orientation and physical or neurocognitive ability. 

 

Additional details on the conditions of application can be found via the NCI Agency career site.