C004259 ESOC User Experience (UX) Analyst (NS) - THU 12 Jun
C004259 ESOC User Experience (UX) Analyst (NS) - THU 12 Jun
Posted on :
30-05-2025
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1 Vacancy
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Job Description
Description
Requirements
Deadline Date: Thursday 12 June 2025
Requirement: ESOC User Experience (UX) Analyst
Location: Mons BE
Full Time On-Site: Yes
Time On-Site: 100%
Total Scope of the request (hours): 1000
Required Start Date: 21 July 2025
End Contract Date: 31 December 2025
Required Security Clearance: NATO SECRET
Duties and Role:
Under the direction of the Head of Service Delivery Support Section the incumbent will perform duties such as the following:
- Champion a culture of user-centric design in IT support operations.
- Monitor User Feedback Channels.
- Analyse Support Interaction Data.
- Engage with Centralized Service Desk Team.
- Deal with Customer and escalate internally at various levels in conjunction with ESOC management.
- Log and Prioritize UX Issues or Insights.
- Prototype or Recommend Improvements.
- Support or Conduct User Research.
- Prepare UX Insight Reports.
- Facilitate UX Review Sessions.
- Update Stakeholders.
- Document Lessons Learned and Patterns.
- Introduce improvements by leveraging automation and innovative approaches.
- Enable continual service improvement through the effective use of metrics in support of critical success factors and key performance indicators used to manage user satisfaction.
- Perform other duties as may be required.
Requirements
Skill Knowledge & Experience:
- The candidate must have a currently active NATO SECRET security clearance
- Higher vocational training in a relevant discipline with 2 years post-related experience. Or a secondary educational qualification with 4 years post-related experience.
- Experience recognizing key user experience principles including usability accessibility and journey mapping.
- Experience collecting and analysing qualitative and quantitative user feedback related to IT support (compliments complaints user journey drop-off points).
- Experience interpreting simple user feedback (e.g. survey results comments).
- Experience designing and facilitating feedback loops with end users (e.g. surveys interviews focus groups) to identify UX priorities aligned with operational goals.
- Experience interpreting analytics and behaviour tracking data to make design or workflow recommendations.
- Experience advising on service portal design and enhancements with a focus on intuitive interaction and improved self-service success rates.
- Familiar with common IT service tools (e.g. ITSM platforms like BMC).
Desirable Experience and Education:
- Demonstrated understanding of the ITIL-based service management and core service desk processes (incident request and knowledge).
- Experience conducting user journey mapping sessions to identify friction in digital service interactions (e.g. service portal ticket submission).
- Experience collaborating with Service Desk and Knowledge Management teams to implement usability improvements.
- Experience in supporting small pilots or experiments (e.g. A/B testing of self-service forms or knowledge article layouts).
- Experience identifying appropriate priorities against the ongoing activities and tasks being performed.
- Good analytic and problem solving skills and experience of working in a service team.
- Strong time management skills and ability to juggle multiple tasks at once.
- Able to work across the organization to build a compelling Knowledge Service and reporting capability.
- Exposure to the CSI process and the process improvement methodologies such as the Deming Cycle.
- Prior experience of working in an international environment comprising both military and elements.
- Knowledge of NATO responsibilities and organization including ACO and ACT.
- Analytics: Level 3 User Experience: Level 4 Business Analysis: Level 3 Business Process Improvement: Level 2 Relationship Management: Level 3 Incident Management: Level 2 Knowledge Management: Level 2.
Required Experience:
IC
Employment Type
Contract
Key Skills
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