IT Transformation Support Specialist

Spektrum supports apex purchasers (NATO UN EU and National Government and Defence) and their Tier 1 supplier ecosystem with a wide range of specialist services. We provide our clients with professional services specialised aerospace and defence sales delivery and operational subject matter expertise. We are looking for personnel to join our team and support key client projects.

Who we are supporting

The NATO Communication and Information Agency (NCIA) is responsible for providing secure and effective communications and information technology (IT) services to NATOs member countries and its partners. The agency was established in 2012 and is headquartered in Brussels Belgium.

The NCIA provides a wide range of services including:

• Cyber Security: The NCIA provides advanced cybersecurity solutions to protect NATOs communication networks and information systems against cyber threats.
• Command and Control Systems: The NCIA develops and maintains the systems used by NATOs military commanders to plan and execute operations.
• Satellite Communications: The NCIA provides satellite communications services to enable secure and reliable communications between NATO forces.
• Electronic Warfare: The NCIA provides electronic warfare services to support NATOs mission to detect deny and defeat threats to its communication networks.
• Information Management: The NCIA manages NATOs information technology infrastructure including its databases applications and servers.

Overall the NCIA plays a critical role in ensuring the security and effectiveness of NATOs communication and information technology capabilities.

The program

Assistance and Advisory Service (AAS)

The NATO Communications and Information Agency (NCI Agency) is NATOs principal C3 capability deliverer and CIS service provider. It provides maintains and defends the NATO enterprise-wide information technology infrastructure to enable Allies to consult together under Article IV and when required stand together in the face of attack under Article V.

To provide these critical services in the modern evolving dynamic environment the NCI Agency needs to build and maintain high performance-engaged workforce. The NCI Agency workforce strategically consists of three major categorises: NATO International Civilians (NIC)s Military (Mil) and Interim Workforce Consultants (IWC)s. The IWCs are a critical part of the overall NCI Agency workforce and make up approximately 15 percent of the total workforce.

Role ID 2025-0174

Role Background

The NCI Agency (hereafter referred to as the Purchaser) is seeking an L3 Application Support Engineer (HR Applications & CIS Security Support) to provide ongoing support for the NBAC Business Area for the Personnel Management Application Service. This role will focus on ensuring continued L3 support for existing HR applications while also offering expert guidance and consultation on CIS Security efforts when required.

Role Duties and Responsibilities

Cloud Configuration (Azure AWS)

• Configure CI/CD Pipelines
• Manage EntraID Groups and Roles
• Manage and configure different Cloud components

EndUser Support in relation to the following COTS applications: DefenceSuite manageID Sequence

• Provide thirdlevel support for enduser queries.
• Troubleshoot and resolve software issues ensuring minimal disruption to users.
• Troubleshoot and resolve software problems ensuring efficient use of resources and problem resolution.

Incident Logging and Tracking:

• Log and track support incidents using the helpdesk ticketing system.
• Ensure all tickets are updated with accurate and detailed information and resolved within the agreed service levels.

Escalation:

• Escalate complex issues to vendor support or appropriate teams when necessary.
• Follow up on escalated issues to ensure timely resolution and user satisfaction.

Knowledge Base Management:

• Contribute to the creation and maintenance of a knowledge base documenting common issues and solutions.
• Share knowledge and best practices with team members to improve overall service quality.

User Education:

• Provide users with guidance and training on best practices for using HR Applications.
• Promote selfservice tools and resources to empower users and reduce support requests.

Technical:

• Controlling managing and providing access to the restricted areas managed by the business area.
• Ensuring the proper functionality and security of software and hardware managed by the NBAC.
• Monitoring HR Applications and other software managed by NBAC by identifying and reporting any problems with the infrastructure hardware and software applications.
• Providing support to NBAC team for security approval and accreditation of software applications and CIS.
• Controlling and checking compliance with security regulations laid down by NCIA and NATO on the use of software and hardware which is part of the NBAC services.

Communication and Collaboration:

• Communicate effectively with users to understand their issues and provide clear instructions.
• Collaborate with IT teams to resolve issues and improve service delivery.

Essential Skills and Experience

Technical Proficiency:

• Understanding of enduser devices (desktops laptops tablets smartphones) running Windows OS Android OS and Apple iPhones/iPads.
• Expert knowledge of Linux server infrastructure Windows server infrastructure and Active Directory.
• Expert knowledge of Microsoft SQL Serverand IIS based web servers.
• Expert knowledge of networking infrastructure.
• Strong background of cloud technologies and deployment.
• Expert knowledge of PKI.
• Deep understanding of security constraints and requirements in CIS.
• Deep understanding of NCIA and NATO security directives and regulations along withunderstanding of industry best practices and standards.
• Familiarity with Microsoft services and tools including Outlook Teams SharePoint.
• Experience and good knowledge of the following COTS technology:
  • GENPACT Sequence Kinetics or Sequence Cora;
  • CITI Manage ID;
  • RLDATIX DefenceSuite / OneView
• Experience in human resource (HR) IT applications related to personnel posts organizations identity management and badges;
• Experience (at least two years) in various areas of Software Engineering including some of the following:
  • Requirements elicitation and management (including nonfunctional requirements for Operations & Maintenance);
  • SW change management and testing;
  • Application release and deployment management;
  • Configuration management practices and tools;
  • Application Lifecycle Management concept and tools.
• Knowledge of NATO HR processes;
• Knowledge and experience in stateoftheart technologies relevant to software engineering:
  • Technologies and standards (at least 4 of them): HTML5 REST Services Web Services XML SQL Visual Basic for Applications;
  • Application server technologies and Relational data base management systems;
  • programming languages and platforms like .NET C# JAVA JavaScript;

ProblemSolving Skills:

• Strong troubleshooting skills to diagnose and resolve hardware software and network issues.
• Ability to guide users through problemsolving steps effectively.

Communication and Interpersonal Skills:

• Excellent verbal and written communication skills.
• Full proficiency in English. French language proficiency is of advantage.
• Ability to communicate technical information to nontechnical users in a clear and concise manner.

Customer Service Orientation:

• Strong customer service focus with a commitment to user satisfaction.
• Patience and empathy when dealing with user issues and concerns.

Organizational Skills:

• Ability to manage multiple support tickets and prioritize tasks effectively.
• Attention to detail in documenting support activities and maintaining accurate records.

Team Collaboration:

• Ability to work effectively as part of a team and share knowledge and resources.
• Willingness to collaborate with colleagues to solve complex issues.

Others:

• The candidate has strong customer relationship skills including negotiating complex and sensitive situations under pressure.
• Prior experience of working in an international environment comprising both military and civilian elements;

Working Location

• Braine lAlleud Belgium

Working Policy

• Hybrid (50% off time on-site)

Travel

• Some travel to other NATO sites may be required

Security Clearance

• Valid National or NATO Secret personal security clearance