CSU Mons-Engineer (Information systems)

Nato clearance: 


Job description: 

LOCATION: Mons, Belgium
SALARY: Negotiable daily rate
WORK HOURS: Monday to Friday, normal working hours
STARTING DATE: 1st September 2019

Under the direction Section Head, Customer Relations Management the incumbent will perform duties such as the following:
• Assists Section Head in all aspects of Customer Relationship Management and provide advice on engagement with current and potential NCI Agency customers
• Engages with customers and the office of the Chief Operating Officer (COO)
• captures customer requirements, creates corresponding service level requirements and initiates the required staffing
• Analyses requirements, plans, designs, and their associated risks to advise on solutions and mitigations
• Supports the lifecycle development and management of Service Level Agreements further enhancing plans and supports implementations against available resources and quality targets
• Establishes procedures for monitoring actual performance against agreed service levels and contractual obligations, and reports the findings
• Advises on and assists in development of local standards, methods and tools
• Collects, monitors and reports Key Performance Indicators (KPIs) and other service quality criteria
• Investigates, defines and resolves complex issues or recommends mitigation activities to overcome breaches of Service Levels
• Responsible to capture, analyse, diagnose and report customer complaints and compliments;
• Conducts service reviews, identifies improvement opportunities and instigates improvements within an overall service improvement plan (SIP)
• Engages in Agency service performance management, quality control, and quality of service reporting program
• Ensures appropriate and corrective activities are taken to meet defined Service Levels
• Stays abreast of developments in Service Management methodologies, tools and technology relevant to the area of work;
• Plans and schedules own work with limited supervision by mostly applying personal initiative;
• Deputizes for higher grade staff, if required
• Performs other duties as may be required

Job requirements: 

Experience and Education:
• A Bachelor of Arts in Business Administration (BA) or Science (BSc) in Information Systems Management degree at a nationally recognized/certified University and 4 years post related
• experience;
• Or exceptionally, the lack of a university/college degree may be compensated by the demonstration of a candidate’s particular abilities or experience that is/are of interest to NCI Agency, that is, at least 10 years extensive and progressive expertise in duties related to the function of the post;
• Working experience in data analytics, MS Excel pivot tables, and graphical representation of business data;
• Experience in the preparation of correspondence, proofreading material for accuracy, compiling material for publication and performing other related administrative duties;
• Proven ability to effectively communicate orally and in writing, with good communication skills.
Desirable Experience and Education:
• ITIL Foundation Certification
• Minimum of 6 years prior experience managing service level agreements (SLAs)
• Prior experience working in an international environment comprising both military and civilian elements
• Knowledge of NATO responsibilities and organization, including ACO and ACT.