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.
Do you have previous technician experience? Are you looking to play a meaningful role in a creative environment? If so, we are searching for someone like you to join our team of experts supporting NATO.
THE OPPORTUNITY
We are actively seeking a highly personable and technically astute 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 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
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 moder n reports for management support, and operational and planning
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 performance indicators and critical success factor 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:
You possess a degree or equivalent work experience in related field.
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 numerous tasks without compromising service or quality and work independently with minimal supervision
You are extremely organized, 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 organization, including ACO and ACT
Prior experience of working in an international environment comprising