Technician

 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 organization
- Able to prioritize multiple tasks without compromising service or quality and work independently with minimal supervision
- Must be an extremely organized, highly-motivated self-starter, with excellent attention to detail.
- Experience of working in a large and matrixed corporate environment

Desirable Experience and Education:
- Strong time management skills and ability to juggle multiple 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
- Prior experience of working in an international environment comprising both military and civilian elements
- Knowledge of NATO responsibilities and organization, including ACO and ACT

Clearance required: SC/NS

Duties Role:
Under the direction of the Ops Centre Operational Process and Continual Service Improvement Team Leader, the incumbent will perform duties such as the following:
*Operational Processes:
- 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, reaching out to CIS Support Units, supporting Service Lines and customers
- Oversight of all the day-to-day activities associated with the Ops Centre service management tasks and initiatives, including but not limited to planning , prioritizing, coordinating with process owners, tracking, status updates and identifying and managing issues as they arise
- Supports others to enable them to complete knowledge management activities and form knowledge management habits and reports on progress of knowledge management activities 

*IT Service Management toolsets:
- Assist as needed 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 strategic planning 

*Continual Service Improvements:
- Contributes 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 key performance indicators and critical success factor used to manage service delivery
- Give general support to Ops Centre staff as required

Experience and Education:
In addition to a recommended 8 years’ post-related experience, you will possess:
- 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 organization
- Able to prioritize multiple tasks without compromising service or quality and work independently with minimal supervision
- Must be an extremely organized, highly-motivated self-starter, with excellent attention to detail.
- Experience of working in a large and matrixed corporate environment

Desirable Experience and Education:
- Strong time management skills and ability to juggle multiple 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
- Prior experience of working in an international environment comprising both military and civilian elements
- Knowledge of NATO responsibilities and organization, including ACO and ACT