C Change Problem Management Specialist NS MON Mar Apply
Deadline Date: Monday 25 March 2024
Requirement: Change & Problem Management Specialist
Location: Braine L'Alleud, BE
Full Time On-Site: Yes
Time On-Site: 100%
Total Scope of the request (hours): 836
Required Start Date: 6 May 2024
End Contract Date: 31 December 2024
Required Security Clearance: NATO SECRET
Duties and Role:
Under the direction of the Service Delivery Manager, the incumbent will perform duties such as the following:
1. Change Management:
- Collaborate with cross-functional teams to assess, authorize, and oversee changes to our IT environment.
- Evaluate change requests, ensuring they align with business objectives and minimize risks.
- Maintain a robust change management process, including documentation, communication and post-implementation reviews.
- Facilitate change advisory board (CAB) meetings and ensure timely approvals.
- Monitor the impact of changes and address any issues promptly.
2. Problem Management:
- Investigate recurring incidents and identify underlying root causes.
- Conduct thorough root cause analyses to prevent similar incidents from reoccurring.
- Conduct post-incident reviews when required.
- Collaborate with technical teams in order to assure permanent fixes are implemented.
- Maintain a problem knowledge base for reference and continuous improvement.
- Proactively identify potential problems and work towards preventive measures.
- Proactively contribute to CI (Continual Improvement) activities.
3. Release Management (Secondary Scope):
- Assist in coordinating software releases, updates, and patches.
- Collaborate with development and testing teams to ensure smooth deployment.
- Document release processes and procedures.
- Monitor release schedules and communicate status to stakeholders.
- Participate in post-release evaluations and lessons learned sessions.
Requirements
Skill, Knowledge & Experience:
- The candidate must have a currently active NATO SECRET security clearance
- Bachelor's degree in Computer Science, Information Technology, or related field (or equivalent experience).
- Certifications: ITIL Foundation certification (ITIL 4 and higher-level ITIL certifications are a plus).
- Minimum of 3 years of hands-on experience in change and problem management.
- Familiarity with ITIL best practices and framework.
- Familiarity with at least one Problem Management methodology: (Kepner-Tregoe, Five Why's, Fishbone or other. Any certification in this field will be a plus).
- Exposure to release management processes.
- Strong analytical and problem-solving skills.
- Excellent communication and collaboration abilities.
- Ability to work effectively in a dynamic, fast-paced environment.
Desirable Experience and Education:
- Prior experience of working in an international environment comprising both military and civilian elements.
- Knowledge of NATO responsibilities and organization, including ACO and ACT.
Language Proficiency:
- A thorough knowledge of one of the two NATO languages, both written and spoken, is essential and some knowledge of the other is desirable.
NOTE: Most of the work of the NCI Agency is conducted in the English language.
Competencies or Personal Attributes:
- Delivering Results and Meeting Customer Expectations: Focuses on customer needs and satisfaction. Sets high standards for quality and quantity. Monitors and maintains quality and productivity. Works in a systematic, methodical and orderly way. consistently achieves project goals.
- Adapting and Responding to Change: Adapts to changing circumstances. Tolerates ambiguity. Accepts new ideas and change initiatives. Adapts interpersonal style to suit different people or situations. shows an interest in new experiences.
- Relating and Networking - Easily establishes good relationships with customers and staff. Relates well to people at all levels. Builds wide and effective networks of contacts. uses humour appropriately to bring warmth to relationships with others.
