Senior Technician (Change Coordinator)

Experience and Education:
*An undergraduate degree in Business Administration or Information Systems Management or related discipline from a nationally recognized/certified university and 3 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 4 years of 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 in customer relations management or service level management.
*Prior  experience  working  in  an  international  environment  comprising both military and civilian elements 
*Knowledge  of  NATO  responsibilities  and  organization,  including  ACO and ACT. 

Duties Role:
*Assists Section Head in all aspects of Customer Relationship Management and Service Level Management activities; 
*Provides administrative support during engagement with NCI Agency customers; supports the captures of customer requirements, and drafts correspondence;
*Supports the analyses of requirements, plans, designs and their associated risks, as well to recommend solutions and mitigations;
*Supports the lifecycle development and maintenance of Service Level Agreements (SLAs); 
*Supports the implementation of local business standards, methods and tools;
*Collects and monitors Key Performance Indicators (KPIs) and other service quality criteria; 
*Resolves support issues or recommends mitigation activities to overcome breaches of Service Levels;
*Executes the procedures for the capturing customer complaints and compliments;
*Engages in Agency service performance management, quality control, and quality of service reporting program;
*Supports Verification Audits against the Configuration Management Database and Configuration Control activities and confirms their execution are in accordance with Agency directives, processes and local procedures;
*Performs other duties as may be required.

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