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Engineers (Content Platforms Services)

  • NCI Agency BE, Braine l'Alleud
Braine-l'Alleud, Belgium
Full-time
Published:
Application Deadline: June 4, 2024
  • NCI Agency BE, Braine l'Alleud
Braine-l'Alleud, Belgium
Full-time
Published:
Application Deadline: June 4, 2024

This is a position within the NATO Communications and Information Agency (NCI Agency), an organization of the North Atlantic Treaty Organization (NATO).

To strengthen the Alliance through connecting its forces, the NCI Agency delivers secure, coherent, cost effective and interoperable communications and information systems in support of consultation, command & control and enabling intelligence, surveillance and reconnaissance capabilities, for NATO, where and when required. It includes IT support to the Alliances’ business processes (to include provision of IT shared services) to the NATO HQ, the Command Structure and NATO Agencies.

NATO Digital Workplace Centre (NDWC) is accountable to the General Manager for the consolidated Agency consultation and collaboration services that comprise the current Digital Workplace, covering the operational NATO services, across all content classifications and security domains, for desktop computing, mail, instant messaging, video teleconference (VTC), content services platforms, telephony, printing and mobility services. Responsibilities also cover the organisation and support of all digital events, meetings and large-scale conferences for both the Agency and NATO stakeholders. Furthermore, the NDWC also has the responsibility for driving the future roadmaps of these services across the NATO Enterprise to enable a NATO Digital Workplace through new services.

The NDWC is led from its headquarter location in the Agency campus in The Hague (Netherlands). The majority of the technical staff and technical capabilities are located in Agency facilities in Mons and Braine L’Alleud (Belgium) and Oeiras (Portugal).

Content Platforms Services (CPS) provides a range of content centric services enabling secure collaboration. Core functionalities include creating, sharing, managing, organizing and preserving digital content to deliver enterprise-wide content lifecycle management, information access and governance.   Common services available include document and records management, content publishing, business process management, data capture and indexing, categorization, content search, version control, analytics and artificial intelligence applied to content collaboration.

Content Platforms Services also provides Subject Matter Expertise for advice, guidance, business analysis, design, configuration, development and implementation of new and existing Content Platform Solutions and for a broad range of Content Management activities.

Within NDWC, the Service Area Owner for Content Platforms Services is responsible for all the Content Platforms Services throughout their entire Service lifecycle, in order to fulfil the agreements established with the customers (SLAs/OLAs), regardless of where the technology components, processes or professional capabilities reside.

DUTIES:

Under the direction of the Chief NDWC, the incumbent will perform duties such as the following:

  • Lead the Content Platforms Services Group;

  • Develop a coherent catalogue of Content Platforms Services (CPS) ensuring that NATO’s Digital Toolbox is mature and forward leaning in readiness and preparedness;

  • Develop clear service roadmaps ensuring that topics like technical obsolescence and service incompatibilities are address in a timely manner;

  • Ensure continuous alignment of NDWC services with NATO requirements for effective digital communication;

  • Continual Service Improvement (CSI) and management of change affecting NDWC Content Platforms Services:



  1. Coordinate changes and Continuous Service Improvements (CSI) with affected NCI Agency organizational units, including in particular CSUs in order to facilitate their CRM role;

  2. Represent the services in Change Advisory Board (CAB and iCAB) meetings or Emergency CA (ECAB) meetings.



  • Development of required OLAs with internal service providers. Establishment of effective service contracts with external providers;

  • Supervising Service Delivery Managers (SDM) responsible for delivery of CPS services;

  • Responsible for management and achievement of relevant Key Performance Indicators, successful portfolio reviews as well as meeting Service Level Targets stipulated with the customers;

  • Development of long-term investment requirements required to ensure successful execution of agreed roadmaps and service improvements;

  • Ensure Transition of new NDWC Content Platforms Services into operations:



  1. Coordinate with Project Managers (PMs) delivering capability that will instantiate, significantly enhance or otherwise affect NDWC Content Platform Services, and PMs delivering changes or minor enhancements to NDWC Content Platform Services, as agreed through the change management process;

  2. Ensure financial aspects of Service Transition are agreed with PMs (transition from Investment funds to Operations & Maintenance funds);

  3. Design and implement specific instance of service delivery model needed to deliver the transitioned services;

  4. Defining in detail tasks that must be performed by all roles identified as needed for delivery of transitioned service, in accordance with their service delivery model;

  5. Develop Service Unit costs, in coordination with other Agency stakeholders (such as Finance, etc.).



  • Maintain a skilled workforce: Ensuring appropriate sizing and training of assigned team based on business forecasts;

  • Validating job descriptions and training requirements for NDWC Content Platform Services staff;

  • Be responsible to COO for supporting development of accurate service definitions and costs to be included in service catalogue, and used for SLA/budget negotiations;

  • Deputize for higher grade staff, if required;

  • Performs other duties as may be required.


EXPERIENCE AND EDUCATION:

  • Master’s degree at a nationally recognised/certified University in a related discipline and 5 years postrelated experience. Or a Bachelor’s degree with 8 years post related experience;

  • ITIL v3/v4 Foundation certification;

  • PRINCE2 Foundation certification or Project Management Professional (PMP) certification;

  • At least 5 years of working experience as Service Manager or Project Manager;

  • Demonstrated experience in the design, implementation, testing, delivery and maintenance of Content Platform Services based on Industry-leading platforms (e.g. SharePoint, OpenText, Alfresco, FileNet, etc.);

  • Excellent knowledge and experience of policies, methodologies, processes, tools and technologies for content-focused collaboration, business process automation and web content management;

  • Knowledge and experience of Cloud technologies (Microsoft Azure/Amazon Web Services/Google Cloud Platform) and Microsoft 365 applications (in particular: Teams, SharePoint, OneDrive, Office, PowerBI, Forms, Power Automate);

  • Significant knowledge and experience of Agile and DevOps methodologies and in particular of at least one Agile delivery framework (e.g. Scrum, Kanban, AgilePM, SAFe, etc.);

  • Strong experience as team leader of large teams of highly skilled subject matter experts;

  • Experience in leading teams that are geographically dispersed;

  • Proven ability to communicate effectively orally and in writing with good briefing skills;

  • Knowledge of cyber security techniques to protect information.


DESIRABLE EXPERIENCE AND EDUCATION:

  • Business Management related qualification (Master of Business Administration or similar qualification);

  • ITIL V3 “Service Operations” or ITIL V4 “Create, Deliver and Support” certification;

  • Certified Business Analysis Professional (CBAP) certification;

  • Knowledge and experience in Business Analysis (in particular: requirements elicitation, analysis and specification) of major content platforms for large organisations;

  • Basic knowledge of the Human-Centered Design approach to systems development;

  • Prior experience of working in an international environment comprising both military and civilian elements;

  • Knowledge of NATO responsibilities and organization, including ACO and ACT.


LANGUAGE PROFICIENCY:

  • A thorough knowledge of one of the two NATO languages, both written and spoken, is essential and some knowledge of the other is desirable;

  • Note: Most of the work of the NCI Agency is conducted in the English language.


COMPETENCIES OR PERSONAL ATTRIBUTES:

  • Deciding and initiating action: Takes responsibility for actions, projects and people; takes initiative and works under own direction; initiates and generates activity and introduces changes into work processes; makes quick, clear decisions which may include tough choices or considered risks;

  • Delivering Results and Meeting Customer Expectations: Focuses on customer needs and satisfaction; sets high standards for quality and quantity; monitors and maintains quality and productivity; works in a systematic, methodical and orderly way; consistently achieves project goals;

  • Relating and networking: Easily establishes good relationships with customers and staff; relates well to people at all levels; builds wide and effective networks of contacts; uses humour appropriately to bring warmth to relationships with others;

  • Formulating strategies and concepts: Works strategically to realise organisational goals; sets and develops strategies; identifies, develops positive and compelling visions of the organisation’s future potential; takes account of a wide range of issues across, and related to, the organisation.

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