Job Title: | CSU Engineer (Information Systems) |
Contract Type: | Contract |
Location: | England, England |
Industry: | |
Salary: | Up to £310 per day |
Start Date: | August |
Duration: | 4 Months |
REF: | LK-CSUENG-0719_1562938577 |
Contact Name: | Lee Kelly |
Contact Email: | lee.kelly@projectpeople.com |
Job Published: | over 4 years ago |
Job Description
NATO CSU Engineer (Information Systems)
Location: Mons, Belgium
Rate: Up to £310 per day (Outside IR35)
Clearance required: Minimum UK SC
Duties:
Under the direction Section Head, Customer Relations Management, the incumbent will perform duties such as the following:
- Assists Section Head in all aspects of Customer Relationship Management and provides advice on engagement with current and potential NCI Agency customers;
- Engages with customers and the office of the Chief Operating Officer (COO);
- Captures customer requirements, creates corresponding service level requirements and initiates the required staffing;
- Analyses requirements, plans, designs, and their associated risks to advise on solutions and mitigations;
- Supports the lifecycle development and management of Service Level Agreements, further enhancing plans, and supports implementations against available resources and quality targets;
- Establishes procedures for monitoring actual performance against agreed service levels and contractual obligations, and reports the findings;
- Advises on and assists in development of local standards, methods and tools;
- Collects, monitors and reports Key Performance Indicators (KPIs) and other service quality criteria;
- Investigates, defines and resolves complex issues or recommends mitigation activities to overcome breaches of Service Levels;
- Responsible for capturing, analysing, diagnosing and reporting customer complaints and compliments;
- Conducts service reviews, identifies improvement opportunities and instigates improvements within an overall service improvement plan (SIP);
- Engages in Agency service performance management, quality control, and quality of service reporting program. Ensures appropriate and corrective activities are taken to meet defined Service Levels;
- Stays abreast of developments in Service Management methodologies, tools and technology relevant to the area of work;
- Plans and schedules own work with limited supervision by mostly applying personal initiative;
- Deputizes for higher grade staff, if required;
Experience and Education
- A BA in Business Administration or BSc in Information Systems (i.e. a Management degree at a nationally recognised/certified University and 4 years post related experience; or exceptionally, the lack of a university/college degree may be compensated by the demonstration of a candidate's particular abilities or experience that is/are of interest to NCI Agency, that is, at least 10 years extensive and progressive expertise in duties related to the function of the post)
- Working experience in data analytics, MS Excel pivot tables, and graphical representation of business data;
- Experience in the preparation of correspondence, proofreading material for accuracy, compiling material for publication and performing other related administrative duties;
- Proven ability to effectively communicate orally and in writing, with good communication skills.
Desirable Experience and Education:
- ITIL Foundation Certification
- Minimum of 6 years prior experience managing service level agreements (SLAs)
- Prior experience working in an international environment comprising both military and civilian elements
- Knowledge of NATO responsibilities and organisation, including ACO and ACT.
Project People is acting as an Employment Business in relation to this vacancy.
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