End-User Experience Specialist
End-User Experience Specialist
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Job Description
Spektrum have a wide range of exciting opportunities in several global locations.
We are always looking to add great new talent to our team and look forward to hearing from you.
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 C004259
Role Duties and Responsibilities
- 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.
Essential Skills and 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
- 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.
General Skills
- 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
Education
- Higher vocational training in a relevant discipline with 2 years post-related experience or a secondary educational qualification with 4 years post-related experience.
Working Location
- Mons Belgium
Working Policy
- On-Site
Travel
- Some travel to other NATO sites may be required
Security Clearance
- Valid National or NATO Secret personal security clearance
We never know what new opportunities might be just over the horizon. If this opportunity isnt for you please feel free to send us your resume anyway and be the first to know if something suitable for your skills and experience comes up.
Required Experience:
Unclear Seniority
Employment Type
Full Time
