Change Coordinator

Location: 

Europa / Europe

Nato clearance: 

NO

Job description: 

LOCATION: Mons
CLIENT: NATO
DURATION: End of this year
CONTRACT: Consultant
SALARY: Negotiable daily rate


TASKS:
• Assists Section Head in all aspects of Customer Relationship Management and Service Level Management activities
• Provides administrative support during engagement with NCI Agency customers
• Supports the captures of customer requirements, and drafts correspondence
• Supports the analyses of requirements, plans, designs and their associated risks, as well to recommend solutions and mitigations
• Supports the lifecycle development and maintenance of Service Level Agreements (SLAs)
• Supports the implementation of local business standards, methods and tools
• Collects and monitors Key Performance Indicators (KPIs) and other service quality criteria
• Resolves support issues or recommends mitigation activities to overcome breaches of Service Levels
• Executes the procedures for the capturing customer complaints and compliments
• Engages in Agency service performance management, quality control, and quality of service reporting program
• Supports Verification Audits against the Configuration Management Database and Configuration Control activities and confirms their execution are in accordance with Agency directives, processes

REQUIREMENTS:
•  An undergraduate degree in Business Administration or Information Systems Management or related discipline from a nationally recognized/certified university and 3 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 4 years of 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 in customer relations management or service level management