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CIS Technician

Employer
SPA
Location
Belgium (BE)
Salary
NEG Contract/Perm
Closing date
29 Jul 2019

THE OPPORTUNITY

We are actively seeking a highly personable and technically astute CIS Technician. The ideal person for this role will have experience providing service management and operational support within NATO, the MoD, civil service, the wider armed forces or a defence organisation. You will be responsible for various tasks related to technical support. This work is located in Mons, Belgium and will suit those either already living there or willing to work within that location unencumbered. Sound like a great fit?

THE ROLE

Your daily role responsibilities will include: 

  • Create, format and publish process documentation and influence the integration of catalogue of customer facing and IT technical services and other documentation as required.
  • Help articulate and execute a strategy for service management-related communications to improve awareness of Agency Operational Processes, working closely with CIS Support Units supporting Service Lines and customers.
  • Oversight of the day-to-day activities associated with the Ops Centre service management tasks and initiatives, including but not limited to planning, prioritising, coordinating with process owners, tracking, status updates and identifying and managing issues as they arise.
  • Support others to enable them to complete knowledge management activities and form knowledge management habits and reports on progress of knowledge management activities.
  • Assist with requirements gathering, design, configuration and rollout of new ITSM tools (Note: the Agency’s main toolset is BMC Remedy IT SM).
  • Assist in the execution and implementation of Service Management Tools and Reporting, including the analysis and administration of SLM tools to understand key performance indicators for managing service delivery and modern reports for management support, and operational and planning.
  • Contribute to the collection of evidence and the conduct of reviews of activities, processes, data, products or services.
  • Enable continual service improvement through the effective use of metrics in support of performance indicators and critical success factors used to manage service delivery.
  • Give general support to Ops Centre staff as required.

REQUIRED QUALIFICATIONS

Passionate about this opportunity? Here are the basic qualifications we are looking for: 

  • Recommended 8 years post-related experience.
  • Vocational training at higher level in a relevant discipline, leading to a professional qualification or equivalent combination of qualifications and experience.
  • A higher educational qualification but less practical experience or a less formal educational background combined with particularly relevant practical experience may also be acceptable.
  • Practical experience in the use of ITIL Service Operations processes, preferably in an Operations Centre or Service Desk environment.
  • Experienced user in the BMC Remedy ITSM Toolset.
  • Good knowledge and experience of Telecommunications / Network / Information solutions & products.
  • Experience in Microsoft SharePoint collaboration platform.
  • Outstanding interpersonal skills with demonstrated ability to communicate effectively and influence at all levels of the organisation.
  • Able to prioritise numerous tasks without compromising service or quality and work independently with minimal supervision.
  • You are extremely organised, highly-motivated self-starter with superb attention to detail.
  • Experience of working in a large and matrixed corporate environment.
  • Ability to obtain and maintain a NATO Secret Security Clearance.

DESIRED QUALIFICATIONS

We will show high consideration to those with the following skills:

  • Strong time management skills and ability to juggle several tasks at once.
  • Experience in supporting a Service Desk.
  • Maintains a high degree of customer service for all support queries and adheres to excellent service management principles.
  • Knowledge of NATO responsibilities and organisation, including ACO and ACT.
  • Prior experience of working in an international environment comprising both military and civilian elements..

THE COMPANY

At MCR Global, we are a leading Programme Management provider. Since 1977, MCR has delivered planning, cost/schedule analysis, acquisition management and programme assessment solutions to help government and commercial clients success­fully lead their programs. MCR’s 400+ professionals provide critical thinking and integrated solutions to acquisition professionals, helping customers become more efficient and effective in running complex programmes.

EQUAL OPPORTUNITY EMPLOYER

MCR, LLC is an equal opportunity/affirmative action employer. All applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, colour, religion, national origin, disability, protected veteran status, age, or any other characteristic protected by law.

If you are passionate about a future at MCR and wish to learn more about current opportunities, please visit www.mcri.com.

Ref: 3786-0

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